Job summary
An exciting opportunity has become available for flexible, highly motivated people with excellent communication skills. The role will include managing a team and delivering the extremely challenging Access Booking and Choice agenda within the Trust.
Main duties of the job
The successful candidates will manage and coordinate the required work for a team of booking and administrative staff, undertaking responsibility for the daily line management of this team. The Patient Access Team Leader needs to demonstrate an ability to prioritise their workload and be responsive to the service needs. You will be required to work within standard operating procedures and ensure that your team members are also fully competent.
It is imperative that the successful candidate can foster close working relationships with a number of key stakeholders, working cohesively to identify and plan the required capacity, in order to deliver specialty and Trust targets. A full understanding of the 18 week and cancer pathways would be advantageous.
The Patient Access Team Leader will be responsible for collating the required information in relation to capacity and demand, they will be responsible for tracking patients within their pathway. Information collated will be presented at the specialty meetings and resulting actions must be prioritised and their completion facilitated.
The post holder should be able to work independently, as well as working with the team to provide solutions and improve processes.
Previous experience of working to targets is required and demonstrating knowledge and understanding within the field of Access Booking and Choice will be advantageous. Staff Management/Supervisory experience is desirable but not essential for the right candidate.
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
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 rotas 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.
- Any other duties/responsibilities as delegated by the Access Booking & Choice Management Team to support the function and development of the service.
Please see the attached job description for a comprehensive list of duties.
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 rotas 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.
- Any other duties/responsibilities as delegated by the Access Booking & Choice Management Team to support the function and development of the service.
Please see the attached job description for a comprehensive list of duties.
Person Specification
Experience
Essential
- Microsoft Word/excel/email knowledge Experience of working to targets Experience of working with a busy/demanding environment Experience of working in a customer service environment
Desirable
- Previous Trust PAS or Similar Healthcare administration systems experience Health care experience Waiting list or Outpatient management experience Experience of the 18 week agenda Experience of capacity and demand Proven experience on managing a team of clerical staff Supervisory experience
Skills & Abilities
Essential
- Keyboard skills Develop and maintain positive working relationships Demonstrate effective and clear written, verbal and telephone, communication skills Work with demanding workloads and prioritise tasks Maintain a safe working environment for self and others Willingness to take on tasks Ability to deal with conflict Good time management skills Ability to engage and motivate others Ability to work as part of a team
Knowledge & Awareness
Essential
- Understanding and knowledge of the Data Protection Act. Awareness of own limitations. Good understanding of the 18 week target and associated rules. Effective written, verbal and telephone communication skills Ability to stay calm and show tact and empathy in potentially confrontational situations
Desirable
- Awareness of Health & Safety issues Awareness of Moving & Handling issues. Understanding and knowledge of Caldicott Knowledge of medical terminology Knowledge of Trust Policies and Procedures
Qualifications
Essential
- NVQ3 or equivalent in Business Administration / or ILM qualification (or equivalent experience) Sound educational background (4 GCSEs, grade C or above)
Desirable
- NVQ4 or equivalent in Business Administration/ILM qualification ECDL
Person Specification
Experience
Essential
- Microsoft Word/excel/email knowledge Experience of working to targets Experience of working with a busy/demanding environment Experience of working in a customer service environment
Desirable
- Previous Trust PAS or Similar Healthcare administration systems experience Health care experience Waiting list or Outpatient management experience Experience of the 18 week agenda Experience of capacity and demand Proven experience on managing a team of clerical staff Supervisory experience
Skills & Abilities
Essential
- Keyboard skills Develop and maintain positive working relationships Demonstrate effective and clear written, verbal and telephone, communication skills Work with demanding workloads and prioritise tasks Maintain a safe working environment for self and others Willingness to take on tasks Ability to deal with conflict Good time management skills Ability to engage and motivate others Ability to work as part of a team
Knowledge & Awareness
Essential
- Understanding and knowledge of the Data Protection Act. Awareness of own limitations. Good understanding of the 18 week target and associated rules. Effective written, verbal and telephone communication skills Ability to stay calm and show tact and empathy in potentially confrontational situations
Desirable
- Awareness of Health & Safety issues Awareness of Moving & Handling issues. Understanding and knowledge of Caldicott Knowledge of medical terminology Knowledge of Trust Policies and Procedures
Qualifications
Essential
- NVQ3 or equivalent in Business Administration / or ILM qualification (or equivalent experience) Sound educational background (4 GCSEs, grade C or above)
Desirable
- NVQ4 or equivalent in Business Administration/ILM qualification ECDL
