Job summary
We
are excited to advertise a full time Assistant Patient Services Coordinator
position to join our Outpatient Admin team, based at Chapel Allerton
Hospital.
The
successful applicant will provide managerial support to clerical teams and
will be responsible for the day-to-day activities of a busy patient
administration team - including the management of the Outpatient Supervisors
and Clerical Officers. The post holder must have the ability to organise and
motivate the team to help achieve our Key Performance Indicators.
The
Outpatient team are based at Leeds General Infirmary, Chapel Allerton
Hospital, Seacroft Hospital, Wharfedale Hospital and St James University
Hospital and at Community Diagnostic Centres in Beeston and Armley. The
Outpatient Administration team collaborate with the Referral and Booking
Service, Outpatient Nursing, Switchboard, Phlebotomy and the Robotic Process
Automation team. Together we form the Outpatient Clinical Service Unit.
The
main attributes we are looking for include being flexible, reliable,
proactive, professional with an ability to remain calm under pressure.
Flexible
working including some working from home can be supported in this role, but
regular on site working and travel between sites, is required to ensure
adequate support for the clerical teams.
Expected Shortlisting
Date
15/04/2025
Planned Interview
Date
28/04/2025
Main duties of the job
The
Assistant Patient Services Coordinators provide a high-quality service in
line with Trust standards and policies. They are required to communicate
sensitivity and effectively with a wide range of people including medical
staff, patients and colleagues.
The
post holder will manage their defined areas within the Outpatient team and
will be responsible for prioritising work, developing staff, reviewing
working practices to ensure effective services, ensuring that processes and
procedures comply with legislation requirements covering Health & Safety,
Data Protection and Confidentiality.
The
ability to work flexibly and across multiple sites is essential for this
role. The role will also require working Monday to Friday but occasional
weekend working may be required in future.
The
Assistant Patient Services Coordinator team report into the Outpatient Site
and Support Managers and will also work with the wider management team
including the Business Manager. The Assistant Patient Services Coordinators
also support and collaborate with various Clinical Service Units across the
trust, which includes working with clinical teams such as doctors, nurses and
phlebotomists.
If
you have the skills and experience to deliver a highly organised, patient
centred service and would like to manage a friendly team this could be the
role for you!
About us
We
are very proud of the established staff groups within our Outpatient team,
including our successful Equality, Diversity & Inclusion staff group. We
are proud winners of an LTHT Time to Shine Award 2022 for a Leeds Way award
in the Fair category.
We
recognise the power of the staff voice & encourage staff to act as
champions through various staff networks including Disability, LGBT+ and BME.
We
put staff Health and Wellbeing at the heart of everything we do and promote
the importance of flexibility at work. We want to support all staff to
succeed in their role & support reasonable adjustments in the workplace.
We
adopt inclusive recruitment processes and share interview questions the day
before interview, to all shortlisted candidates. We believe this creates a
level playing field, reduces stress and helps interviewees know what we are
looking for.
Leeds
Teaching Hospitals is committed to our process of redeploying 'at risk'
members of our existing workforce to new roles. As such, all our job adverts
are subject to this policy and we reserve the right to close, delay or remove
adverts while this process is completed. If you do experience a delay in the
shortlisting stage of the recruitment cycle, please bear with us while this
process is completed, and contact the named contact if you have any
questions.
Job description
Job responsibilities
The
Assistant PSC will manage their defined areas within the Directorate and will
be responsible for prioritising work, developing staff, reviewing working
practices to ensure the effective running of the department and effective
communication structures are implemented. They will ensure that
processes/procedures comply with legislation requirements covering Health
& Safety, Data Protection and Confidentiality.
Some
of the essential skills required include a good standard of basic education,
ability to work on own initiative and to tight deadlines, ability to manage a
team of staff and a thorough understanding of the patient pathway.
Core
Behaviours and Skills
Personal
Motivated
Professional
attitude and behaviour
Able
to adapt to service led changes
Flexible
approach to working practices and duties
Attention
to detail
Good
Time Keeping
Communication
Literacy
Numeracy
Verbal,
non-verbal
Able
to communicate with all levels of staff
Responsibility
to others
Customer
Care kills
Reliable
Trustworthy
Principal
Duties and Areas of Responsibility include the co-ordination of the
day-to-day activities of the administration team including clerical officers
and supervisors. Being actively involved in the recruitment process end to
end. Continually review staffing levels ensuring there is adequate cover for
staff during periods of absence or flexible working practices in order to
maintain a quality service.
Train
and supervise members of the team in all aspects of patient administration
including the service and exceptional customer service. Motivate and improve
performance promoting team values to achieve required outcomes. Contribute
and identify the planning of development needs for the team and individuals.
Contribute to staff performance and appraisal reviews.
Being
responsible for the collection of data and performing regular audits,
understanding how to present information and take actions where necessary.
Monitor the processes carried out within the administration team and ensure
all are completed within agreed timescales.
Deal
with complex enquires from staff/patients/relatives/visitors investigating
and researching matters thereby providing information and guidance with
advice for others to ensure their queries have been dealt with. This could
involve managing the complaints process, monitoring response times, seeking
out information to prepare a straightforward response in a timely manner.
Must
take responsibility in agreement with his/her line manager for own personal
development. Must undertake all mandatory training as required for the role.
Mental
Effort - There is a frequent requirement for concentration where the work
pattern is predictable. There is an occasional requirement for concentration
where the work pattern is unpredictable. Regular concentration required to
manage a team making sure Patient Access Policy and Procedures are adhered
to.
Emotional
Effort - Post holder may rarely be required to deal with information about
patients that are seriously ill. Being a point of contact for patients to
make complaints, the Asst. PSC would be expected to deal with the situation
and attempt to resolve any issues that arise
Job description
Job responsibilities
The
Assistant PSC will manage their defined areas within the Directorate and will
be responsible for prioritising work, developing staff, reviewing working
practices to ensure the effective running of the department and effective
communication structures are implemented. They will ensure that
processes/procedures comply with legislation requirements covering Health
& Safety, Data Protection and Confidentiality.
Some
of the essential skills required include a good standard of basic education,
ability to work on own initiative and to tight deadlines, ability to manage a
team of staff and a thorough understanding of the patient pathway.
Core
Behaviours and Skills
Personal
Motivated
Professional
attitude and behaviour
Able
to adapt to service led changes
Flexible
approach to working practices and duties
Attention
to detail
Good
Time Keeping
Communication
Literacy
Numeracy
Verbal,
non-verbal
Able
to communicate with all levels of staff
Responsibility
to others
Customer
Care kills
Reliable
Trustworthy
Principal
Duties and Areas of Responsibility include the co-ordination of the
day-to-day activities of the administration team including clerical officers
and supervisors. Being actively involved in the recruitment process end to
end. Continually review staffing levels ensuring there is adequate cover for
staff during periods of absence or flexible working practices in order to
maintain a quality service.
Train
and supervise members of the team in all aspects of patient administration
including the service and exceptional customer service. Motivate and improve
performance promoting team values to achieve required outcomes. Contribute
and identify the planning of development needs for the team and individuals.
Contribute to staff performance and appraisal reviews.
Being
responsible for the collection of data and performing regular audits,
understanding how to present information and take actions where necessary.
Monitor the processes carried out within the administration team and ensure
all are completed within agreed timescales.
Deal
with complex enquires from staff/patients/relatives/visitors investigating
and researching matters thereby providing information and guidance with
advice for others to ensure their queries have been dealt with. This could
involve managing the complaints process, monitoring response times, seeking
out information to prepare a straightforward response in a timely manner.
Must
take responsibility in agreement with his/her line manager for own personal
development. Must undertake all mandatory training as required for the role.
Mental
Effort - There is a frequent requirement for concentration where the work
pattern is predictable. There is an occasional requirement for concentration
where the work pattern is unpredictable. Regular concentration required to
manage a team making sure Patient Access Policy and Procedures are adhered
to.
Emotional
Effort - Post holder may rarely be required to deal with information about
patients that are seriously ill. Being a point of contact for patients to
make complaints, the Asst. PSC would be expected to deal with the situation
and attempt to resolve any issues that arise
Person Specification
Skills & behaviours
Essential
- Organisational and time management skills specifically in relation to service demands
- Organisational and time management skills specifically in relation to staff management
- Ability to work proactively using own initiative please provide relevant examples linked to the job history
- Ability to work reactively using own initiative please provide relevant examples linked to the job history
- Ability to motivate staff in a clinical AND non-clinical setting please provide relevant examples of when you have done this
- Ability to adapt to service led changes please provide relevant examples linked to the job history
Qualifications
Essential
- Good standard of education to minimum of GCSE
Additional Requirements
Essential
- Appreciation and understanding of confidentiality when working with patients within a healthcare setting please ensure this links back to the job history
Experience
Essential
- Thorough knowledge of patient administration processes relevant to the Assistant Patient Services Coordinator role
- Experience of staff management evidenced within the job history
- Experience of recruitment evidenced within the job history
- Experience of retention evidenced within the job history
- A thorough understanding of the patient pathway at Leeds Teaching Hospitals NHS Trust
Person Specification
Skills & behaviours
Essential
- Organisational and time management skills specifically in relation to service demands
- Organisational and time management skills specifically in relation to staff management
- Ability to work proactively using own initiative please provide relevant examples linked to the job history
- Ability to work reactively using own initiative please provide relevant examples linked to the job history
- Ability to motivate staff in a clinical AND non-clinical setting please provide relevant examples of when you have done this
- Ability to adapt to service led changes please provide relevant examples linked to the job history
Qualifications
Essential
- Good standard of education to minimum of GCSE
Additional Requirements
Essential
- Appreciation and understanding of confidentiality when working with patients within a healthcare setting please ensure this links back to the job history
Experience
Essential
- Thorough knowledge of patient administration processes relevant to the Assistant Patient Services Coordinator role
- Experience of staff management evidenced within the job history
- Experience of recruitment evidenced within the job history
- Experience of retention evidenced within the job history
- A thorough understanding of the patient pathway at Leeds Teaching Hospitals NHS Trust
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
