Assistant Patient Services Co-ordinator (XN04)
An exciting opportunity has arisen for an Assistant Patient Services Co-ordinator based at Leeds General Infirmary to manage the administration and clerical team Leeds Chest Clinic supporting our specialist respiratory medicine services.
You will be joining a friendly, supportive administration team that will be working closely with Doctors and Nurses who are responsible for the care of all respiratory medicine patients in Leeds and surrounding areas.
We are looking for someone who is enthusiastic, and who is able to work as an effective team player. The successful candidate will find this an interesting, yet challenging role.
The responsibilities associated with this post include the day-to-day management of speciality administration, clerical and secretarial staff to deliver effective services. The post holder will be expected to work closely with the Patient Services Co-ordinator, to support and implement service development and achieve referral to treatment access targets, including cancer targets. The role will also include reviewing departmental systems and exploring ways to continuously manage the patient pathway more efficiently. The post holder will be liaising with nursing staff, medical personnel and other administration services within the directorate and the Trust.
Our services are currently located at Leeds General Infirmary (LGI), St James's University Hospital (SJUH), Wharfedale General Hospital (WGH) and Seacroft Hospital (SCFT).
Main duties of the job
The position requires strong managerial skills, coupled with the ability to undertake quality improvement initiatives to enhance services. A flexible approach to work is essential, as both operational targets and objectives change constantly, therefore the post holder should be prepared to adapt their approach and prioritise accordingly.
In addition to site specific duties the role requires close working with other specialities within the directorate, across site, primarily SJUH, LGI, and Seacroft.
Applicants will be required to demonstrate effective communication and organisational skills and be able to work using their own initiative. The ability to work both independently and within a team whilst being highly motivated is essential.
Job responsibilities
Principal Duties & Areas of Responsibility
* 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.
* To take a lead role in the management of elective lists, ensuring that all patients are seen within the required timescales 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 backup 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 enquiries 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.
* 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 CMT, the Leeds Teaching Hospitals Trust and the NHS.
Person Specification
Experience
* Thorough knowledge of Patient Administration Processes.
* Knowledge of Microsoft Office Packages and e-mail technology.
* Significant experience of staff management (including recruitment and retention).
* Significant managerial/Leadership experience.
* Demonstrated experience using Patient centre/PAS/PPM+.
Qualifications
* Good standard of education to minimum of GCSE (minimum of grade C in English and Math).
* A willingness to undergo personal development and learn new skills.
* European Computer Driving License (ECDL).
Skills and Behaviours
* Exceptional interpersonal and customer service skills.
* Ability to communicate effectively at all levels.
* Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals themselves and through management of their staff.
* Effective organisational skills.
* Demonstrated Managerial skills.
* Experience of dealing with complaints.
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.
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