Job summary
The
Referral and Booking Service Department comprises of small teams working
within specialities, they have the responsibility for the registration and
booking of patients for Outpatient appointments at the Leeds Teaching
Hospitals NHS Trust, based at St. Jamess.
The
post holder will provide a high-quality service in line with Trust standards
and be able to communicate sensitivity and effectively with a wide range of
people including medical staff, patients and colleagues. Support the BSM and
the BM in delivering the services for the Directorate.
The
post holder will be required to co-ordinate the day- to- day activities of a
busy patient administration team and clerical staff, and 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
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.
Please
note: The hours of work are Monday to Friday 37.5 hours per week. The post holder would be expected to work on the other sites if required.
Main duties of the job
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.
May
be required to work outside core office hours.
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:
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 jobholder will place a high
value on the quality of service by ensuring that all documentation is
received, checked and processed appropriately, in line with departmental
procedures
Respect the contribution of all
members within the team/department and the importance of working together to
ensure a high standard of patient care
Recognise the importance of Data
Protection and confidentiality
Be aware of what information can be
disclosed to staff, patients and other agencies
Integrity, openness and honesty
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 provide a high quality service in line with Trust
standards and be able to communicate sensitivity and effectively with a wide
range of people including medical staff, patients and colleagues. Support the
Patient Services Co-ordinator and the Business Manager in delivering the
services for the Directorate.
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.
May
be required to work outside core office hours.
Staff
Supervision
Coordinate the day to day
activities of a team of administrative staff including clerical officers and
supervisors.
To maintain regular communications
with all staff to ensure they all receive and participate in briefings and
are aware of knowledge and information relating to them and their role.
To be actively involved in the
recruitment process.
To ensure that joint working and
close co-operation is developed and maintained with staff both internal and
external, providing the clinical/operational services in order to maintain a
complete and seamless service to patients.
Continually review staffing levels
and ensure 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
their team in all aspects of patient administration service and exceptional
customer service, motivating, improving performance and promoting team values
to achieve required outcomes. Contribute
to the identification and planning of development needs for the team and
individuals.
Contribute to the assessment of
staff performance against objectives and be responsible for the performance
development reviews of individuals. On
a day to day basis support individual learning and development.
Service
Management
To take a lead role in the
management of waiting lists, ensuring that all patients are seen within the
required time scales and in accordance with NHS targets and Trust policies.
Responsible for the collection of
data and performing regular audits by random sample. Depending upon the outcome of the audit,
taking follow steps as necessary with instruction to fix any issues.
To maintain and administer relevant
information systems and review monitor systems. This may include
troubleshooting problems, referring to the appropriate department as required
and some evening / weekend contact. Also, being responsible for performing daily
back up of relevant data base where appropriate.
Responsible for ensuring the
integrity of the system and that it meets the requirements of the Data
Protection Act.
Support management in liaising with
Information Services Department to provide data as required.
To ensure all patients enquiries
are dealt with in a friendly and professional manner and that patient admin
staff provide exceptional customer service
Monitor administrative processes to
ensure all are completed within agreed timescales.
Deal with complex enquires from
staff/patients/relatives/visitors investigating and researching matters
thereby providing information/guidance and advice to others to ensure their
queries have been dealt with. This could
involve managing the complaints process, monitoring response times, seeking
out information to be able to prepare straightforward response, or to assist
in the provision of a response, to the complaint.
Undertake general administrative
duties including filing, typing, photocopying, faxing, arrangement of
meetings and dealing with general communication.
.
Such other duties at a comparable
level of responsibility as may be allocated to the post or post-holder.
Comply with the requirements
dictated by regulatory bodies and their code of practice throughout all
disciplines in the Directorate, the Leeds Teaching Hospitals Trust and the
NHS
Job description
Job responsibilities
The
Assistant PSC will provide a high quality service in line with Trust
standards and be able to communicate sensitivity and effectively with a wide
range of people including medical staff, patients and colleagues. Support the
Patient Services Co-ordinator and the Business Manager in delivering the
services for the Directorate.
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.
May
be required to work outside core office hours.
Staff
Supervision
Coordinate the day to day
activities of a team of administrative staff including clerical officers and
supervisors.
To maintain regular communications
with all staff to ensure they all receive and participate in briefings and
are aware of knowledge and information relating to them and their role.
To be actively involved in the
recruitment process.
To ensure that joint working and
close co-operation is developed and maintained with staff both internal and
external, providing the clinical/operational services in order to maintain a
complete and seamless service to patients.
Continually review staffing levels
and ensure 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
their team in all aspects of patient administration service and exceptional
customer service, motivating, improving performance and promoting team values
to achieve required outcomes. Contribute
to the identification and planning of development needs for the team and
individuals.
Contribute to the assessment of
staff performance against objectives and be responsible for the performance
development reviews of individuals. On
a day to day basis support individual learning and development.
Service
Management
To take a lead role in the
management of waiting lists, ensuring that all patients are seen within the
required time scales and in accordance with NHS targets and Trust policies.
Responsible for the collection of
data and performing regular audits by random sample. Depending upon the outcome of the audit,
taking follow steps as necessary with instruction to fix any issues.
To maintain and administer relevant
information systems and review monitor systems. This may include
troubleshooting problems, referring to the appropriate department as required
and some evening / weekend contact. Also, being responsible for performing daily
back up of relevant data base where appropriate.
Responsible for ensuring the
integrity of the system and that it meets the requirements of the Data
Protection Act.
Support management in liaising with
Information Services Department to provide data as required.
To ensure all patients enquiries
are dealt with in a friendly and professional manner and that patient admin
staff provide exceptional customer service
Monitor administrative processes to
ensure all are completed within agreed timescales.
Deal with complex enquires from
staff/patients/relatives/visitors investigating and researching matters
thereby providing information/guidance and advice to others to ensure their
queries have been dealt with. This could
involve managing the complaints process, monitoring response times, seeking
out information to be able to prepare straightforward response, or to assist
in the provision of a response, to the complaint.
Undertake general administrative
duties including filing, typing, photocopying, faxing, arrangement of
meetings and dealing with general communication.
.
Such other duties at a comparable
level of responsibility as may be allocated to the post or post-holder.
Comply with the requirements
dictated by regulatory bodies and their code of practice throughout all
disciplines in the Directorate, the Leeds Teaching Hospitals Trust and the
NHS
Person Specification
Experience
Essential
- Thorough knowledge of patent Administration Processes
- Experience of staff management including recruitment and retention
- Knowledge of Microsoft Office Packages and e-mail technology.
- Organisational and time management skills. Appreciation of confidentiality.
Desirable
- Significant previous secretarial and/or administration experience (as applicable). Customer focussed/customer service skills
- Patient centre/PAS
- An understanding of NHS/Trust protocols/policies and procedure
Skills and Behaviours
Essential
- Professional attitude to work, diplomatic and calm under pressure.
- Team player
- Ability to communicate effectively at all levels.
- Flexibility / Reliability
- Able to work in different working environments
- Ability to prioritise and organise own workload
- Exceptional customer service skills.
- Able to work on own initiative
- Proactive approach
- Effective organisational skills
- Ability to motivate staff
- Flexibility to meet the needs of the service
- Strong interpersonal skills
Desirable
- Ability to adapt to change of circumstances
- Exceptional organisational skills
- Experience of dealing with complaints
Qualifications
Essential
- Good standard of education to minimum of GCSE
- A willingness to undergo personal development and learn new skills
Desirable
- European Computer Driving License (ECDL)
Person Specification
Experience
Essential
- Thorough knowledge of patent Administration Processes
- Experience of staff management including recruitment and retention
- Knowledge of Microsoft Office Packages and e-mail technology.
- Organisational and time management skills. Appreciation of confidentiality.
Desirable
- Significant previous secretarial and/or administration experience (as applicable). Customer focussed/customer service skills
- Patient centre/PAS
- An understanding of NHS/Trust protocols/policies and procedure
Skills and Behaviours
Essential
- Professional attitude to work, diplomatic and calm under pressure.
- Team player
- Ability to communicate effectively at all levels.
- Flexibility / Reliability
- Able to work in different working environments
- Ability to prioritise and organise own workload
- Exceptional customer service skills.
- Able to work on own initiative
- Proactive approach
- Effective organisational skills
- Ability to motivate staff
- Flexibility to meet the needs of the service
- Strong interpersonal skills
Desirable
- Ability to adapt to change of circumstances
- Exceptional organisational skills
- Experience of dealing with complaints
Qualifications
Essential
- Good standard of education to minimum of GCSE
- A willingness to undergo personal development and learn new skills
Desirable
- European Computer Driving License (ECDL)
