Job summary An exciting opportunity has arisen to join the Ophthalmology Administration Team as an Assistant Patient Services Coordinator at St James's Hospital. This role would be perfect for any individual looking for a fast paced and varied role. The successful candidate will be involved in the day to day management of patient pathways, both inpatient and outpatient, ensuring that all patients are seen within the required time scales and in accordance with NHS targets and Trust policies. They will also be involved in the scheduling of multiple theatre lists and inpatient waiting list management. This role is full time, Monday - Friday and will be based at St James's Hospital Expected Shortlisting Date 10/02/2025 Main duties of the job As an Assistant Patient Services Coordinator/Waiting List Coordinator at LTHT, you would play a vital role in ensuring the efficient management of patient services and waiting lists within a specific department or specialty. Key responsibilities typically include: Staff Supervision:Coordinating the day-to-day activities of a team of administrative staff, including clerical officers and medical secretaries.This involves training, supervising, and motivating team members to deliver exceptional patient administration services. Waiting List Management:Taking a lead role in managing elective lists, ensuring that all patients are seen within required timescales and in accordance with NHS targets and Trust policies.This includes scheduling patients in urgency and referral to treatment (RTT) order and utilizing all elective operating capacity through robust and timely scheduling. Service Management:Monitoring administrative processes to ensure completion within agreed timescales, dealing with complex inquiries from staff, patients, and relatives, and ensuring that patient administration services comply with legislation requirements covering Health & Safety, Data Protection, and Confidentiality. Communication:Maintaining regular communications with all staff to ensure they receive and participate in briefings and are aware of information relating to their roles.Handling complex inquiries from staff, patients, and relatives, providing information, guidance, and advice About us Leeds Teaching Hospitals NHS Trust (LTHT) is one of the largest and busiest acute hospital trusts in the UK, employing over 18,000 staff across multiple sites, including Leeds General Infirmary, St James's University Hospital, Chapel Allerton Hospital, Leeds Dental Institute, Seacroft Hospital, and Wharfedale Hospital. LTHT provides a comprehensive range of services to the local population of approximately 770,000 and offers regional specialist care to up to 5.4 million people. The Ophthalmology Department is predominantly based at St James University Hospital, Leeds but we also offer services to patients at Seacroft Hospital and Wharfedale Hospital. We are the biggest outpatient department in the Trust There are 29 consultants in the wider Ophthalmology Department. The team also trains Ophthalmic specialist trainees from the region. Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existi Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions. Date posted 15 January 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year Contract Permanent Working pattern Full-time, Flexible working Reference number C9298-HAN-096 Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities 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. The main duties of the role will include: 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. Service Management To take a lead role in the management of elective lists, ensuring that all patients are seen within the required time scales 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 back up 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 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 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. Job description Job responsibilities 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. The main duties of the role will include: 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. Service Management To take a lead role in the management of elective lists, ensuring that all patients are seen within the required time scales 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 back up 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 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 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. Person Specification Experience Essential Thorough knowledge of patent Administration Processes Experience of staff management including recruitment and retention Knowledge of Microsoft Office Packages and e-mail technology. Organisational and time management skills. Basic computer literacy and willingness to further computer skills A thorough understanding of all policies and procedures governing the Trust's approach to delivery and patient Administration An understanding of team management and the policy and procedures governing the Trusts approach to managing staff. Desirable Significant previous secretarial and/or administration experience (as applicable). National Access Targets awareness An understanding of NHS/Trust protocols/policies and procedure 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 & Behaviours Essential Customer focussed/customer service skills Patient centre/PAS capabilities Professional attitude to work, diplomatic and calm under pressure. A thorough understanding of the patient pathway To support and guide their team, including the development of an induction programme for new members of staff Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals themselves and through management of their staff Desirable Ability to adapt to change of circumstances Experience dealing with complaints Person Specification Experience Essential Thorough knowledge of patent Administration Processes Experience of staff management including recruitment and retention Knowledge of Microsoft Office Packages and e-mail technology. Organisational and time management skills. Basic computer literacy and willingness to further computer skills A thorough understanding of all policies and procedures governing the Trust's approach to delivery and patient Administration An understanding of team management and the policy and procedures governing the Trusts approach to managing staff. Desirable Significant previous secretarial and/or administration experience (as applicable). National Access Targets awareness An understanding of NHS/Trust protocols/policies and procedure 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 & Behaviours Essential Customer focussed/customer service skills Patient centre/PAS capabilities Professional attitude to work, diplomatic and calm under pressure. A thorough understanding of the patient pathway To support and guide their team, including the development of an induction programme for new members of staff Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals themselves and through management of their staff Desirable Ability to adapt to change of circumstances Experience 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. 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)