Assistant Patient Services Co-ordinator (XN04)

Job description

Job responsibilities

JOB PURPOSE/SUMMARY

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 speciality.

The Assistant PSC will manage their defined areas within the speciality 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.

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

Staff Supervision

Coordinate the day to day activities of a team of administrative staff including clerical officers, medical secretaries 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.

Managing MDT Meetings

The post-holder will be responsible for (when required):

Populating MDT lists and ensuring members know which patients are listed for MDT meeting discussion so they can prepare slides, results and x-rays etc.

Attending MDT meetings and ensuring an attendance register is kept.

Responsible for organising MDT development meetings including taking and distributing minutes.

Tracking and Case Management

The post-holder will:

Work closely with consultants, specialist nurses, clerical and other staff to deliver a coordinated, consistent tracking and information service.

Monitor the patients progress on the pathway and check daily to ensure that escalation points are adhered to.

Utilise reports in the PPM Database to monitor patients and identify delays for action.

Ensure patients are booked into next events in line with national standards & Trust policies, communicating with key personnel to action fast-tracking etc where required.

Highlight to CSU Business Managers for escalation, those patients whose progress is likely to fall outside the agreed timescales.

Liaise with other departments to ensure that investigations, opinions and treatments are sought in a timely fashion.

Weekly CSU Performance Management Meetings

The post-holder will:

Ensure preparation for weekly tracking/performance meetings, including patient pathway information from PTL reports, is completed.

Present information to the CMSU Business Manager in a readily usable format as described in the Operational Policy for MDT Coordinators.

Escalation of Actions

The post-holder will:

Monitor the agreed timescales in the Trusts Escalation Policy.

Escalate actions at the various levels as outlined in the policy

Ensure that all relevant information is provided to the staff responsible for initiating escalation and alerts.

Reporting Breaches of the Target

The post-holder will:

Ensure all breaches are identified and actioned where possible and an initial report sent weekly to members of the clinical team and CSU Business Managers.

Keep on record all breach forms and reasons for breaches for future Peer Review Meetings and Healthcare Commission audits.

Communication

The post-holder will:

Gather information from various sources to ensure that the patient benefits from improved and speedier communication.

Communicate with key departments (diagnostics, clinic bookings etc.,) to ascertain if treatments conducted and to update records and databases.

Organise, coordinate and present patient information to the weekly meetings and communicate aspects of care requiring completion to clinical staff at these meetings.

Communicate information on the patients progress on the care pathway to CSU managers and other staff at weekly tracking meetings to prevent breaches of the standards.

Service Management

To support the management of elective lists (Acutes and Electives), ensuring that all patients are seen within the required time scales and in accordance with NHS targets and Trust policies.

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 and secretarial duties including filing, typing, photocopying, 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 CMT, the Leeds Teaching Hospitals Trust and the NHS

Person Specification

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)

Skills and Behaviours

Essential

• Organisational and time management skills. Appreciation of confidentiality
• Basic computer literacy and willingness to further computer skills
• A thorough understanding of the patient pathway
• Professional attitude to work, diplomatic and calm under pressure
• Ability to communicate effectively at all levels
• Ability to work on their own initiative and to stringent deadlines
• Able to work with staff with varying levels of authority
• To provide a high standard confidential, effective and accurate administration service
• Team player

Desirable

• Ability to adapt to change of circumstances

Other Criteria

Essential

• Exceptional customer service skills
• Flexibility to meet the needs of the service

Experience

Essential

• Experience of staff management including recruitment and retention
• Thorough knowledge of patent Administration Processes
• A thorough understanding of all policies and procedures governing the Trusts approach and delivery to Patient Administration
• Knowledge of Microsoft Office Packages and e-mail technology.

Desirable

• Significant previous secretarial and/or administration experience (as applicable)
• Patient centre/PAS

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.

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)