Job summary The Older Peoples Medicine team is actively seeking a dynamic and inspiring individual who will bring enthusiasm for change and a willingness to adopt new technologies and ways of working. Working as part of a wider admin team you will be responsible for Older Peoples Medicine outpatient activity, Home Ward MDT and supervising and coordinating a large team of ward clerk staff on a day-to-day basis. You will be committed to enhancing the performance and productivity of the team using your own insight and initiative. You will have knowledge of Microsoft Office packages and email technology (Microsoft Outlook), with excellent IT skills and a professional telephone manner. You will need to be able to demonstrate exceptional skills in customer care and in particular, ensure all matters relating to your work are dealt with in a sensitive manner. You will be able to adapt and prioritise your workload and work under pressure to meet stringent deadlines. Ideally you would have some NHS experience but this is not essential. Good interpersonal and communication skills are essential. You will liaise with a wide range of people from within the Trust and from other organisations and will be required to present a professional image to internal and external stakeholders. You will be expected to be an effective team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the service. Main duties of the job The Assistant Patient Services Co-ordinator will manage their defined areas within the speciality and will be responsible for prioritising work, developing and 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. Responsibilities include: Assisting the Assistant Business Manager with the trusts RTT policy and service access Managing a team of ward clerks Coordinating the Homeward MDT The role will be split between the successful candidate and an additional person already in post. You will have knowledge of Microsoft Office packages and email technology (Microsoft Outlook), with excellent IT skills and a professional telephone manner. You will need to be able to demonstrate exceptional skills in customer care and in particular, ensure all matters relating to your work are dealt with in a sensitive manner. You will be able to adapt and prioritise your workload and work under pressure to meet stringent deadlines. Ideally you would have some NHS experience but this is not essential. Good interpersonal and communication skills are essential. You will liaise with a wide range of people from within the Trust and from other organisations and will be required to present a professional image to internal and external stakeholders. About us 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-centred Collaborative Fair Accountable Empowered All our actions and endeavours will be guided and evaluated through these values. Additionally the following are core values which relate specifically to this post: Commitment to delivering high quality evidence based care Commitment to working in a multi-disciplinary team 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 03 February 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year Contract Fixed term Duration 12 months Working pattern Full-time, Flexible working Reference number C9298-SIM-160 Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities The Assistant Patient Services Co-ordinator 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 Assistant Business Manager in delivering the services for the speciality. 3 JOB DIMENSIONS The Assistant Patient Services Co-ordinator will manage their defined areas within the speciality and will be responsible for prioritising work, developing and, 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 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-centred Collaborative Fair Accountable Empowered All our actions and endeavours will be guided and evaluated through these values 7. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT) Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients. By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change. WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition 8. CORE 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. 9. 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 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 10. 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. 11. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Service Management To take a lead role in the management of outpatient waiting 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 and to assist with the MDT meeting of a virtual ward.. 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. Similar constraints apply to the passage of personal information about members of staff. 12. COMMUNICATION & WORKING RELATIONSHIPS It is essential that the Assistant PSC maintains and develops good working relationships with all staff. This will involve considerable liaison with consultants, nursing staff, managers, medical secretaries, and patient administration staff throughout the Trust. 13. SPECIAL WORKING CONDITIONS Physical Effort: Post holder requires advanced keyboard skills, may occasionally be required to lift case-notes for short periods from floor/shelf to desk. Case notes approx 1kg max Job description Job responsibilities The Assistant Patient Services Co-ordinator 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 Assistant Business Manager in delivering the services for the speciality. 3 JOB DIMENSIONS The Assistant Patient Services Co-ordinator will manage their defined areas within the speciality and will be responsible for prioritising work, developing and, 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 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-centred Collaborative Fair Accountable Empowered All our actions and endeavours will be guided and evaluated through these values 7. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT) Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients. By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change. WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition 8. CORE 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. 9. 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 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 10. 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. 11. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Service Management To take a lead role in the management of outpatient waiting 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 and to assist with the MDT meeting of a virtual ward.. 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. Similar constraints apply to the passage of personal information about members of staff. 12. COMMUNICATION & WORKING RELATIONSHIPS It is essential that the Assistant PSC maintains and develops good working relationships with all staff. This will involve considerable liaison with consultants, nursing staff, managers, medical secretaries, and patient administration staff throughout the Trust. 13. SPECIAL WORKING CONDITIONS Physical Effort: Post holder requires advanced keyboard skills, may occasionally be required to lift case-notes for short periods from floor/shelf to desk. Case notes approx 1kg max Person Specification Experience Essential Thorough knowledge of patent Administration Processes Knowledge of Microsoft Office Packages and e-mail technology. Organisational and time management skills. Appreciation of confidentiality. Skills & behaviours Essential Professional attitude to work, diplomatic and calm under pressure. Team player Ability to communicate effectively at all levels. Flexibility Reliability Able to work in different working environments Ability to prioritise and organise own workload Exceptional customer service skills. Able to work on own initiative Proactive approach Effective organisational skills Ability to motivate staff Strong interpersonal skills Flexibility to meet the needs of the service Qualifications Essential Good standard of education to minimum of GCSE A willingness to undergo personal development and learn new skills Person Specification Experience Essential Thorough knowledge of patent Administration Processes Knowledge of Microsoft Office Packages and e-mail technology. Organisational and time management skills. Appreciation of confidentiality. Skills & behaviours Essential Professional attitude to work, diplomatic and calm under pressure. Team player Ability to communicate effectively at all levels. Flexibility Reliability Able to work in different working environments Ability to prioritise and organise own workload Exceptional customer service skills. Able to work on own initiative Proactive approach Effective organisational skills Ability to motivate staff Strong interpersonal skills Flexibility to meet the needs of the service Qualifications Essential Good standard of education to minimum of GCSE A willingness to undergo personal development and learn new skills 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)