Job responsibilities
JOB DIMENSIONS
The postholder will provide managerial support to administrative and clerical staff on relevant sites within the Trust. They will be responsible for the day to day operational management of patient administration and access services for the Clinical Service Unit (CSU). The postholder will ensure the provision of a highly effective patient administration service within the CSU. In addition they will manage a designated budget and ensure appropriate systems are in place to enable the CSU to achieve patient access targets. They will also provide support and advice on patient administration/access related issues to core members of the clinical management team.
5.KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
The core knowledge, skills and experience required in the post are set out in detail in the person specification. They can be summarised as:
Experience of managing people
Waiting list and capacity management skills
Demonstrable understanding of the management of patient administration processes within the Leeds Teaching Hospitals Trust and wider NHS
Ability to analyse and bring about improvements in processes and working practices
Ability to train, develop and motivate staff.
Awareness of the modernisation agenda as it relates to service provision and development
Knowledge of current Personnel policies and procedures and their application
Knowledge of current Government policies on the NHS
IT literate including spreadsheets/PatientCentre, other databases, waiting list management.
Excellent written and oral communication skills with proven interpersonal skills.
Knowledge of producing reports and undertaking specific projects.
Knowledge of reviewing, monitoring and developing appropriate administration processes and systems with the Patient Pathway and Access Team in line with Trust and local policies.
A thorough knowledge of work practices and procedures across the patient administration process within the Trust and wider NHS is required by the post-holders.
Some clinical knowledge is required in order to estimate length of time operations would take to ensure that theatre and bed capacity are used effectively.
6.THE LEEDS WAY VALUES
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 committed to providing the highest quality of administrative support to the Business/Access Manager and CSU, with the patients experience and quality of care paramount.
Essential core values include:
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 themselves and through management of their staff.
To promote, support and work towards the delivery and achievement of the Trusts and departments objectives.
Maintain and improve quality of service.
A business like appearance.
Commitment to own and teams personal & professional development as agreed with their line manager.
7.CORE BEHAVIOURS & SKILLS
The post-holder will be expected to be an enthusiastic member of the team, with the ability to act flexibly to meet the evolving needs of the CSU.The Patient Services Coordinator will be committed to establishing consistent systems and processes to support and improve patient pathway, whilst working closely with the CSU Management Team to achieve this.
The post-holder will be expected to have an open, supportive working relationship with the staff in their team to encourage professional development and to meet the objectives of the CSU.
8.CORE KNOWLEDGE & UNDERSTANDING
The Patient Services Coordinator is expected to have experience of working in a multi-disciplinary setting and working with office systems.The post-holder will have experience and understand of waiting list management and access targets.
9.PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY
STAFF MANAGEMENT
Provide leadership, management and supervision to the patient administration team within the CSU.
Establish robust communication systems with all staff, ensuring that supervisory staff conduct regular, effective team meetings.
Lead the recruitment and selection of patient administration staff within the CSU. Ensure systems are in place for induction and orientation of new staff.
Undertake staff appraisals and compile personal development plans in accordance with trust policy. Provide support for staff in undertaking continuing personal development opportunities.
Implement Trust Attendance Management policy and maintain records for all staff. Manage staff annual leave, sickness absence, capability and staff grievances with support as required.
Ensure that all members of staff work co-operatively with staff within and outside the CSU to ensure delivery of a high quality service.
Take a lead role in reviewing and implementing new systems to ensure that both the clerical team and medical secretariat function effectively and within delegated budgets.
Ensure that both an effective working relationship and good communication is maintained between all grades of staff, promoting positive morale within the team through mutual co-operation.
Establish and maintain effective training plans to ensure that staff follow correct policy and procedure and respond to developments in the service. Ensure that staff are able to use electronic patient administration systems, providing support where appropriate.
Develop effective relations with peers, working in co-operation and contributing to cover arrangements for annual leave, sickness and other absence.
SERVICE MANAGEMENT
Ensure that the provision of administration/access processes and services are of the highest quality and that they are responsive to the needs of patients, carers and the clinical teams, and that all processes adhere to Trust policy.
Take a lead role in soliciting the views of patients, carers and members of the public in respect of the administrative services provided by the CSU.
Ensure that outpatient clinics and appointments processes are administered effectively and that relevant quality standards are correctly measured and monitored; respond to problems and resolve appropriately.
Ensure that theatre and bed capacity are used effectively.Through liaison with clinical and ward based teams including Site Matrons, jointly manage the daily elective and acute demand for admission and treatment ensuring that patients are treated in chronological order and clinical priority.
Ensure effective systems for monitoring and validating activity are in place. Monitor waiting lists on a weekly basis. Identify and respond appropriately to potential problems and work with other members of the CSU to ensure patients are seen within agreed local and NHS Plan target times.
Ensure the regular validation of waiting lists, following this up with any necessary action, advice, coaching and/or training of staff.
The post holder will support their line manager to lead the establishment of new ways of working to improve patient access as directed in the NHS Plan, including the implementation of booking systems.
Report to the CSU progress and achievement, including any areas of concern and an action plan detailing how these will be resolved.
Establish effective systems of working with the CSU core team and with corporate administration and information teams.
Ensure that the Patient Access Policy for Outpatient Management is implemented and that clinics are utilised efficiently, including ensuring the DNA policy is implemented as agreed by the CSU. Monitor reduced and cancelled clinics and respond appropriately in line with this policy.
Ensure that the Patient Access Policy for Patients Waiting for Elective Inpatient and Daycase Admissions is implemented and that processes are monitored to check compliance with the policy.
Lead casenote audit meetings in the CSU, selecting patient records for audit and reporting any breach of policy with recommendation for action, to the Business Manager.
Investigate complaints relating to administration/access issues and implement changes in practice as required. Address the concerns of patients and service users and respond to their suggestions for local quality improvements.
Plans rotas and staff cover for one or more teams of staff, including Clerical Officers/Receptionists, Medical Secretaries, and Supervisors.This may mean staff movement between hospital sites.
Plans and organises service changes within their speciality eg. service reconfiguration organising office and staff movement to a new building and planning the office layout.
INFORMATION MANAGEMENT
Ensure the appropriate recording, monitoring and management of inpatient and outpatient waiting lists, providing regular reports to agreed timescales. Identify and resolve any problems highlighted as a result of the monitoring undertaken.
Implementation and monitor systems for timely and accurate collection and recording of patient related data, in conjunction with the CSU and Corporate Information staff. Identify and resolve any problems highlighted as a result of the monitoring undertaken.
Contribute to monthly performance review meetings, providing data for this in a timely manner as requested.
