Job summary Expected Shortlisting Date: 24/02/2025 Planned Interview Date: 06/03/2025 Please note the date of the interviews will be Thursday 6th March 2025 and will be in person only. We have a great opportunity for experienced administrator with excellent communication skills to join our Radiology Admin Management team as a Band 4 Assistant Patient Service Coordinator. The role is Full Time 37.5 Hours per week - Condensed hours and a 9 day fortnight can be offered. This role will cover our Peripheral Sites, attending Chapel Allerton, Seacroft and Wharfedale hospital each week - Been able to drive will be of benefit for this role. The post is pivotal in providing key operational support to ensure the delivery of a quality patient focused service and will liaise closely with the Patient services coordinator to implement trust and CSU objectives. You should possess previous line management experience. Cross cover within the APSC team is required. The post holder will take the lead role in the management and development of the staff working in the admin team. You will require excellent organisational and communication skills and have the ability to build, develop and motivate a team effectively, being able to prioritise your own workload to reach the set targets and deadlines. Main duties of the job Your main roles and responsibilities associated with this post are to manage speciality administration clerical staff to deliver services. The post holders will be expected to work closely with the Patient Service Coordinators and Business Managers, to support and implement service developments and to manage diagnostic and RTT targets. The Assistant PSC 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. Working closely with the admin teams across our Peripheral sites supporting the teams. You will be required to have an oversight of waiting list management. About us If youre looking for an NHS career in Leeds, you couldnt come to a better place. Leeds Teaching Hospitals NHS Trust is one of the largest NHS Trusts in the UK, employing more than 15000 people across 7 hospitals over 6 sites. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this The Leeds Way and its focus is on our values of being patient cantered, fair, collaborative, accountable and empowered. As an employer, we always look after our people too. As part of your role with us here in Leeds youll enjoy significant investment in your professional development and personal development via training and career progression opportunities plus excellent rewards and benefits to ensure your NHS career in Leeds suits your aspirations and lifestyle perfectly. 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 31 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-RAD-0235 Job locations Leeds General Infirmary Great George Street Leeds LS1 3EX Job description Job responsibilities JOB PURPOSE 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. 3. JOB DIMENSIONS 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. 4. ORGANISATIONAL CHART 5. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Please read the Person Specification for full details of knowledge and skills required. Essential skills include: A good standard of basic education Ability to work on their own initiative and to stringent deadlines Ability to manage a team of staff. A thorough understanding of the patient pathway Able to work with staff with varying levels of authority A knowledge of the rules governing eligibility for NHS treatment 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-centered Collaborative Fair Accountable Empowered All our actions and endeavours will be guided and evaluated through these values 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 personal & professional development as agreed with their line manager. Commitment to their teams personal & professional development. 7. CORE BEHAVIOURS AND SKILLS Essential core behaviours and skills include: The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude. The post-holder will be expected to be a good team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department. To support and guide their team, including the development of an induction programme for new members of staff. To provide a high standard confidential, effective and accurate administration service. Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals themselves and through management of their staff. Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety. Responsible for appropriate use of equipment within the working environment. A willingness to undergo all training requirements necessary for the post 8. CORE KNOWLEDGE AND UNDERSTANDING Essential core knowledge and understanding to include: The post-holder to possess a good standard of written and spoken English. Basic computer literacy and willingness to further computer skills. A thorough understanding of all policies and procedures governing the Trusts approach and delivery to Patient Administration. An understanding of team management and the policy and procedures governing the Trusts approach to managing staff. 9. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY 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. 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 Health and Safety/Risk Management All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trust Policies, including Health and Safety policies, in particular by following agreed safe working procedures, and reporting incidents using the Trust Incident Reporting system. Infection Control The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.. Equality and Diversity The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families. No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc. Patient and Public Involvement The Trust has a statutory duty to involve patients and public in evaluating and planning services. All staff have a responsibility to listen to the views of patients and to contribute to service improvements based on patient feedback. Training and Personal Development Continuous Professional Development The jobholder must take responsibility in agreement with his/her line manager for his/her own personal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role. Respect for Patient Confidentiality Individual patients have an entitlement to have their affairs dealt with confidentially. There are established rules and conventions applying to professional staff and you should, where appropriate, familiarise yourself with these. In any event, no member of staff should divulge information about the identity of the medical condition of any patient to anybody who does not have a clear entitlement and need to receive it. Staff need to be aware of the Data Protection Act. Job description Job responsibilities JOB PURPOSE 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. 3. JOB DIMENSIONS 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. 4. ORGANISATIONAL CHART 5. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Please read the Person Specification for full details of knowledge and skills required. Essential skills include: A good standard of basic education Ability to work on their own initiative and to stringent deadlines Ability to manage a team of staff. A thorough understanding of the patient pathway Able to work with staff with varying levels of authority A knowledge of the rules governing eligibility for NHS treatment 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-centered Collaborative Fair Accountable Empowered All our actions and endeavours will be guided and evaluated through these values 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 personal & professional development as agreed with their line manager. Commitment to their teams personal & professional development. 7. CORE BEHAVIOURS AND SKILLS Essential core behaviours and skills include: The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude. The post-holder will be expected to be a good team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department. To support and guide their team, including the development of an induction programme for new members of staff. To provide a high standard confidential, effective and accurate administration service. Communicate sensitively and effectively with patients, relatives, colleagues and all other healthcare professionals themselves and through management of their staff. Respect the working environment, to be responsible for ones own acts and omissions in relation to Health & Safety. Responsible for appropriate use of equipment within the working environment. A willingness to undergo all training requirements necessary for the post 8. CORE KNOWLEDGE AND UNDERSTANDING Essential core knowledge and understanding to include: The post-holder to possess a good standard of written and spoken English. Basic computer literacy and willingness to further computer skills. A thorough understanding of all policies and procedures governing the Trusts approach and delivery to Patient Administration. An understanding of team management and the policy and procedures governing the Trusts approach to managing staff. 9. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY 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. 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 Health and Safety/Risk Management All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trust Policies, including Health and Safety policies, in particular by following agreed safe working procedures, and reporting incidents using the Trust Incident Reporting system. Infection Control The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.. Equality and Diversity The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families. No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc. Patient and Public Involvement The Trust has a statutory duty to involve patients and public in evaluating and planning services. All staff have a responsibility to listen to the views of patients and to contribute to service improvements based on patient feedback. Training and Personal Development Continuous Professional Development The jobholder must take responsibility in agreement with his/her line manager for his/her own personal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role. Respect for Patient Confidentiality Individual patients have an entitlement to have their affairs dealt with confidentially. There are established rules and conventions applying to professional staff and you should, where appropriate, familiarise yourself with these. In any event, no member of staff should divulge information about the identity of the medical condition of any patient to anybody who does not have a clear entitlement and need to receive it. Staff need to be aware of the Data Protection Act. Person Specification Experience Essential Thorough knowledge of administration processes Experience of staff management including recruitment and retention Organisational and time management skills Desirable An understanding of NHS/trust protocols/policies and procedures Diary Management Qualifications Essential Good standard of education to a minimum of GCSE level Skills & Behaviours Essential Ability to motivate staff to adapt to change of circumstances Desirable Able to work in different working environments Person Specification Experience Essential Thorough knowledge of administration processes Experience of staff management including recruitment and retention Organisational and time management skills Desirable An understanding of NHS/trust protocols/policies and procedures Diary Management Qualifications Essential Good standard of education to a minimum of GCSE level Skills & Behaviours Essential Ability to motivate staff to adapt to change of circumstances Desirable Able to work in different working environments Employer details Employer name Leeds Teaching Hospitals Address Leeds General Infirmary Great George Street Leeds LS1 3EX Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)