Job summary
Expected Shortlisting
Date
01/04/2025
Planned Interview
Date
08/04/2025
The
Referral and Booking Service department comprises of small teams working
within specialities, they have the responsibility for registration and
booking of patients for Outpatient appointments at the Leeds Teaching
Hospital NHS Trust.
The
post holder will be required to maintain and provide a patient focused
confidential, efficient and accurate administration service in line with the
procedures set out in the Trusts Policies and Procedures.
The
post holder will be required to coordinate the day to day activities of a
busy patient administration team of clerical staff, you must have the ability
to organise and motivate their team to deliver targets and be able to adhere
to the Leeds Way Values of delivering a Patient Centred, Collaborative,
Empowered, Accountable and Fair work environment.
The
post holder must have proven supervisory skills and techniques, and must be
able to carry out Personnel duties for the team, including recording
Personnel information and have the ability to meet with staff in regards to
various Human Resources procedures.
You
may be required to work cross site within Leeds Teaching Hospital.
The
successful candidate will be required to work a 37.5 hours a week with a
possibility of weekend cover and some 7pm finish times.
Main duties of the job
The
post holder will be required to maintain and provide a patient focused
confidential, efficient and accurate administration service in line with the
procedures set out in the Trusts Policies and Procedures.
The
post holder will be required to coordinate the day to day activities of a
busy patient administration team of clerical staff, you must have the ability
to organise and motivate their team to deliver targets and be able to adhere
to the Leeds Way Values of delivering a Patient Centred, Collaborative,
Empowered, Accountable and Fair work environment.
The
post holder must have proven supervisory skills and techniques, and must be
able to carry out Personnel duties for the team, including recording
Personnel information and have the ability to meet with staff in regards to
various Human Resources procedures.
About us
Our
values are part of what make us different from other trusts, so we see this
as a strength, as well as a responsibility. They have been developed by our
staff and set out what they see as important to how we work. Our five values are:
Patient-centred
Collaborative
Fair
Accountable
Empowered
All
our actions and endeavours will be guided and evaluated through these values
Additionally
the following are core values which relate specifically to this post:
The post-holder is expected to be
honest, fair and consistent in their approach and to accept responsibility
for ones own achievements, acts and omissions.
Respect confidentiality in line
with National, Trust and local policies and guidelines.
A positive and professional
attitude.
Committed to providing the highest
quality of administrative support.
To promote, support and work
towards the delivery and achievement of the Trusts and departments
objectives.
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
Post-holder will be responsible for supervising on a day to day basis a large
team of clerical staff responsible for the day to day running/Supervisory
role of the Referral and Booking Service. The post holder must be able to
communicate sensitively and effectively with a wide range of people including
patients, medical and nursing staff, other patient administration colleagues
and other outside agencies in addition to other departments throughout the
Trust.
The
post holder will assist in the organisation of the Departmental teams
workload and provide a comprehensive clerical service to ensure the delivery
of a coordinated and consistent operational management service.
Provide
day to day supervision of clerical staff, monitoring staffing levels on a
daily basis and adjusting when and where necessary to provide appropriate
staff cover.
Be
involved in the recruitment and retention of the clerical staff ensuring that
all new staff receive an appropriate induction and training to enable them to
carry out their duties.
Supervise
and train members of the clerical team in all aspects of Patient
Administration and customer service, including the allocation of work on a
daily basis and the reviewing of work performance and progress.
Along
with the Outpatient Co-ordinator ensure clerical staff receive full briefings
on current developments and be actively involved in staff meetings.
Exercise
safekeeping of office equipment, including data held on the computer, work
stations and any other equipment used.
The
Trust requires that all members of staff are appraised on a yearly basis and
the post holder will be responsible for the appraisals for the allocated team
members.
The
post holder will be responsible for the monitoring of sickness, holidays and
other leave and return to work interviews following sickness and for
preparing and providing statistics to managers and to salaries and wages.
The
post holder must ensure that processes/procedures comply with legislative
requirements covering Health & Safety, Data Protection and
confidentiality.
An ability to effectively implement,
and reinforce where necessary, Trust policies, hospital practices and
procedures associated with the role of the office manager which require
specialist knowledge.
An ability to provide non-clinical
advice and information to colleagues, patients and their families.
Appreciation of clinical/operational
areas that the service area interacts with.
Application of data protection and
copyright laws and their effects on the service.
Appreciation of the aims and
application of standards of care e.g. Patient Advice and Liaison Service
(PALS).
An understanding of the relationship
and impact on the service of a range of IT applications e.g. PAS.
Skills
Excellent organisational skills with
the ability to work both independently and as part of a team.
Must have effective supervisory
skills, be highly motivated and lead by example to motivate other team
members.
Prioritise own workload and that of
the team, work under pressure, multi-task and be aware of, and achieve, time
deadlines.
An ability to train staff, including
temporary staff, as required and to monitor progress on a continuing basis.
Highly developed interpersonal
skills with the ability to exchange confidential, sensitive or contentious
information clearly and effectively at all levels, i.e. patients, relatives,
colleagues and health professionals, within the Trust and externally.
An ability to exercise judgement
when dealing with patient enquiries to evaluate the situation and resolve
problems.
The ability to cope with the
sometimes distressing and emotional nature of the work when dealing with
situations requiring sensitivity involving colleagues, patients and their
families.
To be adaptable and flexible.
Must be tactful and diplomatic.
Knowledge and experience of using a
Patient Administration system.
The ability to affectively
facilitate a team of clerical staff to deliver against deadlines.
Experience at supervisory/senior
level in a health care environment.
A well developed understanding and
knowledge of office based procedures/ systems gained over a significant
period to enable implementation and appropriate training of the clerical
team.
Interpretation and analysis of
reports, databases and spreadsheet information.
Well developed knowledge and
experience of using a variety of IT applications in a Windows based
environment.
Working in a customer focussed
environment.
Job description
Job responsibilities
The
Post-holder will be responsible for supervising on a day to day basis a large
team of clerical staff responsible for the day to day running/Supervisory
role of the Referral and Booking Service. The post holder must be able to
communicate sensitively and effectively with a wide range of people including
patients, medical and nursing staff, other patient administration colleagues
and other outside agencies in addition to other departments throughout the
Trust.
The
post holder will assist in the organisation of the Departmental teams
workload and provide a comprehensive clerical service to ensure the delivery
of a coordinated and consistent operational management service.
Provide
day to day supervision of clerical staff, monitoring staffing levels on a
daily basis and adjusting when and where necessary to provide appropriate
staff cover.
Be
involved in the recruitment and retention of the clerical staff ensuring that
all new staff receive an appropriate induction and training to enable them to
carry out their duties.
Supervise
and train members of the clerical team in all aspects of Patient
Administration and customer service, including the allocation of work on a
daily basis and the reviewing of work performance and progress.
Along
with the Outpatient Co-ordinator ensure clerical staff receive full briefings
on current developments and be actively involved in staff meetings.
Exercise
safekeeping of office equipment, including data held on the computer, work
stations and any other equipment used.
The
Trust requires that all members of staff are appraised on a yearly basis and
the post holder will be responsible for the appraisals for the allocated team
members.
The
post holder will be responsible for the monitoring of sickness, holidays and
other leave and return to work interviews following sickness and for
preparing and providing statistics to managers and to salaries and wages.
The
post holder must ensure that processes/procedures comply with legislative
requirements covering Health & Safety, Data Protection and
confidentiality.
An ability to effectively implement,
and reinforce where necessary, Trust policies, hospital practices and
procedures associated with the role of the office manager which require
specialist knowledge.
An ability to provide non-clinical
advice and information to colleagues, patients and their families.
Appreciation of clinical/operational
areas that the service area interacts with.
Application of data protection and
copyright laws and their effects on the service.
Appreciation of the aims and
application of standards of care e.g. Patient Advice and Liaison Service
(PALS).
An understanding of the relationship
and impact on the service of a range of IT applications e.g. PAS.
Skills
Excellent organisational skills with
the ability to work both independently and as part of a team.
Must have effective supervisory
skills, be highly motivated and lead by example to motivate other team
members.
Prioritise own workload and that of
the team, work under pressure, multi-task and be aware of, and achieve, time
deadlines.
An ability to train staff, including
temporary staff, as required and to monitor progress on a continuing basis.
Highly developed interpersonal
skills with the ability to exchange confidential, sensitive or contentious
information clearly and effectively at all levels, i.e. patients, relatives,
colleagues and health professionals, within the Trust and externally.
An ability to exercise judgement
when dealing with patient enquiries to evaluate the situation and resolve
problems.
The ability to cope with the
sometimes distressing and emotional nature of the work when dealing with
situations requiring sensitivity involving colleagues, patients and their
families.
To be adaptable and flexible.
Must be tactful and diplomatic.
Knowledge and experience of using a
Patient Administration system.
The ability to affectively
facilitate a team of clerical staff to deliver against deadlines.
Experience at supervisory/senior
level in a health care environment.
A well developed understanding and
knowledge of office based procedures/ systems gained over a significant
period to enable implementation and appropriate training of the clerical
team.
Interpretation and analysis of
reports, databases and spreadsheet information.
Well developed knowledge and
experience of using a variety of IT applications in a Windows based
environment.
Working in a customer focussed
environment.
Person Specification
Qualifications
Essential
- Experience of working in an office environment. (This includes work experience at school or college)
- Experience coordinating / supervising a team of clerical staff.
- Good Basic Standard of Education demonstrating excellent communication skills and numeracy.
Desirable
- Experience working with patients in an administrative environment.
- Minimum of 5 GCSE, NVQ or the equivalent qualifications.
Experience
Essential
- Awareness of the NHS Plan and Modernisation Plans.
- Demonstrate previous experience of training to carry out a job.
- Demonstrate previous experience of training others.
- Understanding of the Outpatient Management Policy and other policies in use at the Trust
Skills & behaviours
Essential
- Fair, honest and consistent in their approach.
- Diplomatic, self-motivated and enthusiastic with a professional attitude.
- Communicate sensitively and effectively
- A good team player, with the ability to work flexibly in a diverse and demanding environment
- Demonstrate the ability to work within local guidelines for
- Computer literacy and willingness to further computer skills. Standard Keyboard Skills
Desirable
- Ability to use the Trusts Patient Administration system.
Person Specification
Qualifications
Essential
- Experience of working in an office environment. (This includes work experience at school or college)
- Experience coordinating / supervising a team of clerical staff.
- Good Basic Standard of Education demonstrating excellent communication skills and numeracy.
Desirable
- Experience working with patients in an administrative environment.
- Minimum of 5 GCSE, NVQ or the equivalent qualifications.
Experience
Essential
- Awareness of the NHS Plan and Modernisation Plans.
- Demonstrate previous experience of training to carry out a job.
- Demonstrate previous experience of training others.
- Understanding of the Outpatient Management Policy and other policies in use at the Trust
Skills & behaviours
Essential
- Fair, honest and consistent in their approach.
- Diplomatic, self-motivated and enthusiastic with a professional attitude.
- Communicate sensitively and effectively
- A good team player, with the ability to work flexibly in a diverse and demanding environment
- Demonstrate the ability to work within local guidelines for
- Computer literacy and willingness to further computer skills. Standard Keyboard Skills
Desirable
- Ability to use the Trusts Patient Administration system.
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.
