Job summary
The Patient Access Team Leader will manage and co-ordinate a small specialty specific booking team to ensure the provision of efficient, effective and quality services within a defined specialty and across other services along the patients pathway. The post holder will be specifically responsible for ensuring patients receive timely access to outpatient departments and inpatient / day case treatments.
The post holder will be required to manage data quality across service areas, ensuring accurate 18 week activities are routinely captured on information systems to include PAS/SystemOne real time and where data is found to be incorrect to ensure it is amended appropriately, identifying / addressing / resolving / correcting any process issues identified which may extend beyond their own service areas.
The post holder will facilitate the collection of data for audit purposes.
The post holder will be responsible for routinely validating 18 week information in order to identify process or system issues ensuring that solutions are implemented across services.
Main duties of the job
Maintain a professional appearance in line with the Trust dress code
Uphold the Trusts values and behaviours (available on the Trust web site) and behave in a manner fitting with the responsible position of the post holder, maintaining the public confidence
Maintain professional and courteous working relationships with staff and respect the equality and diversity of each and every person he/she comes into contact with in the course of his/her business
Uphold the privacy and dignity of the patient and respect the equality of patients at all time
The post holders attention is drawn to the confidentiality agreement at the foot of this job description
About us
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield).
Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion.
As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers, car lease and home electronics schemes, working carers support, carer-friendly policies, and more.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Job description
Job responsibilities
- Co-ordinate the work of a defined booking team. Managing staff work load as per service requirement and escalating where necessary.
- Resolve issues/concerns with individual members of staff, which may be of a highly delicate, complex and personal nature and require expertise and understanding to handle, liaising with the HR team when necessary.
- To provide Trust Team briefings to staff to keep them informed of departmental and Trust news
- To ensure that all staff are aware of and know were to find, access and follow all relevant Trust procedures and policies.
- To coordinate annual leave, sickness or other absence.
- To participate in the recruitment, training, appraisal and general discipline of staff employed within the clerical workforce.
- Identify changes in working practices that are required to improve the service and to inform the Departmental manager of problems and changes.
- To maintain annual/study leave records for the team.
- To act as authorised signatory for ad-hoc time sheets.
- To ensure team are fully trained in all areas of IT systems in relation to service area.
- To undertake and receive yearly individual performance reviews/appraisals that will reflect both personal objectives and service objectives.
- Responsible for monitoring waiting times through use of the primary targeting lists (PTL) escalating any potential breaches to relevant service manager.
- Regular review of available capacity and current demand through coordination of control tower meetings.
- To manage inpatient, day case, outpatient and diagnostic waiting list issues.
- Monitor the patient journey times from PTL lists and;
- Identify patient pathway data input errors/omissions which are impacting on the validity of 18 week pathways and feedback to specialty management teams/data quality teams.
- Liaise with other departments such as diagnostics to escalate appointments required for speedy diagnostics.
- Work with speciality staff to ensure the efficient and effective use of clinic areas and day case capacity within units setting up extra capacity where needed.
- Liaise with consultants to ensure the appropriate management of outpatients processes, implementing new systems and processes where required.
- To keep up to date with national and local waiting time targets for inpatient, day case, outpatient and diagnostic services.
- To monitor the impact of consultant leave and junior doctor rota’s on clinics/theatre lists making recommendations for improvement.
- To identify and investigate areas for potential service improvement in terms of waiting list and clinic management and feedback to the relevant Patient Services Manager.
- To identify inequitable capacity in services across the three sites.
- Work with the specialty service to implement identified areas for service improvement linked to patient access.
- Responsible for ensuring information relevant to waiting lists is provided to relevant Trust staff as required.
- To respond fully and promptly to queries from the information department and others requesting information on waiting lists, maintaining patient confidentiality at all times.
- Ensure that waiting lists are validated in order to ensure data quality.
- To actively participate and support specialty service control tower and access meetings.
- To support the units to ensure efficient and effective practice and daily operation.
- To monitor patient experience in units of responsibility and act as required considering resource implications to improve quality.
- To assist in the investigation of formal complaints relating to waiting time and access issues as requested.
- To assist/lead in the resolution of informal complaints relating to access or team member issues as required/directed.
- To ensure relevant Trust policies are implemented, maintained, monitored and reviewed across all sites.
- To collate and disseminate information relating to unit performance and identified key performance indicators.
- Preparation and production of information and access related reports as required by the specialty to support performance meetings i.e. control towers
- To support the Access Booking & Choice Team and individual specialty to achieve the service and Trust objectives / Key Performance Indicators.
- To produce reports for the specialty as required.
Job description
Job responsibilities
- Co-ordinate the work of a defined booking team. Managing staff work load as per service requirement and escalating where necessary.
- Resolve issues/concerns with individual members of staff, which may be of a highly delicate, complex and personal nature and require expertise and understanding to handle, liaising with the HR team when necessary.
- To provide Trust Team briefings to staff to keep them informed of departmental and Trust news
- To ensure that all staff are aware of and know were to find, access and follow all relevant Trust procedures and policies.
- To coordinate annual leave, sickness or other absence.
- To participate in the recruitment, training, appraisal and general discipline of staff employed within the clerical workforce.
- Identify changes in working practices that are required to improve the service and to inform the Departmental manager of problems and changes.
- To maintain annual/study leave records for the team.
- To act as authorised signatory for ad-hoc time sheets.
- To ensure team are fully trained in all areas of IT systems in relation to service area.
- To undertake and receive yearly individual performance reviews/appraisals that will reflect both personal objectives and service objectives.
- Responsible for monitoring waiting times through use of the primary targeting lists (PTL) escalating any potential breaches to relevant service manager.
- Regular review of available capacity and current demand through coordination of control tower meetings.
- To manage inpatient, day case, outpatient and diagnostic waiting list issues.
- Monitor the patient journey times from PTL lists and;
- Identify patient pathway data input errors/omissions which are impacting on the validity of 18 week pathways and feedback to specialty management teams/data quality teams.
- Liaise with other departments such as diagnostics to escalate appointments required for speedy diagnostics.
- Work with speciality staff to ensure the efficient and effective use of clinic areas and day case capacity within units setting up extra capacity where needed.
- Liaise with consultants to ensure the appropriate management of outpatients processes, implementing new systems and processes where required.
- To keep up to date with national and local waiting time targets for inpatient, day case, outpatient and diagnostic services.
- To monitor the impact of consultant leave and junior doctor rota’s on clinics/theatre lists making recommendations for improvement.
- To identify and investigate areas for potential service improvement in terms of waiting list and clinic management and feedback to the relevant Patient Services Manager.
- To identify inequitable capacity in services across the three sites.
- Work with the specialty service to implement identified areas for service improvement linked to patient access.
- Responsible for ensuring information relevant to waiting lists is provided to relevant Trust staff as required.
- To respond fully and promptly to queries from the information department and others requesting information on waiting lists, maintaining patient confidentiality at all times.
- Ensure that waiting lists are validated in order to ensure data quality.
- To actively participate and support specialty service control tower and access meetings.
- To support the units to ensure efficient and effective practice and daily operation.
- To monitor patient experience in units of responsibility and act as required considering resource implications to improve quality.
- To assist in the investigation of formal complaints relating to waiting time and access issues as requested.
- To assist/lead in the resolution of informal complaints relating to access or team member issues as required/directed.
- To ensure relevant Trust policies are implemented, maintained, monitored and reviewed across all sites.
- To collate and disseminate information relating to unit performance and identified key performance indicators.
- Preparation and production of information and access related reports as required by the specialty to support performance meetings i.e. control towers
- To support the Access Booking & Choice Team and individual specialty to achieve the service and Trust objectives / Key Performance Indicators.
- To produce reports for the specialty as required.
Person Specification
Qualifications
Essential
- Please click 'Apply now' to view the full person specification (there is no obligation to submit an application)
Person Specification
Qualifications
Essential
- Please click 'Apply now' to view the full person specification (there is no obligation to submit an application)
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.
