Job summary We are excited to advertise the following full-time positions to join our Outpatient team. Assistant Patient Services Coordinator St James University Hospital Assistant Patient Services Coordinator Chapel Allerton Hospital The successful applicants will provide managerial support to clerical teams and will be responsible for the day-to-day activities of busy patient administration teams - including the management of the Outpatient Supervisors and Clerical Officers. The post holder must have the ability to organise and motivate the team to help achieve our Key Performance Indicators. The Outpatient team are based at Leeds General Infirmary, Chapel Allerton Hospital, Seacroft Hospital, Wharfedale Hospital and St James; including the Community Diagnostic Centres at Beeston and Armley. The Outpatient Administration team collaborate with the Referral and Booking Service, Outpatient Nursing, Switchboard, Phlebotomy and the Robotic Process Automation team. Together we form the Outpatient Clinical Service Unit. The main attributes we are looking for include being flexible, reliable,proactive,professional with an ability to remain calm under pressure. Flexible working including some working from home can be supported in this role, but regular on site working and travel between sites,is required to ensure adequate support for the clerical teams. We welcome applications from people of all backgrounds and are committed to recruiting inclusively. Main duties of the job The Assistant Patient Services Coordinators will provide a high-quality service in line with Trust standards and policies. They are required to communicate sensitivity and effectively with a wide range of people including medical staff, patients and colleagues. The post holder will manage their defined areas within the Outpatient team and will be responsible for prioritising work, developing staff, reviewing working practices to ensure effective services, ensuring that processes and procedures comply with legislation requirements covering Health & Safety, Data Protection and Confidentiality. The ability to work flexibly and across multiple sites is essential for this role as our posts will support hospital sites and Community services at Beeston and Armley. Travel to different sites will be required on a regular basis. The post will also require working Monday to Friday, with occasional weekends. The Assistant Patient Services Coordinator team report into the Outpatient Site Managers and will also work with the wider management team including the Business Manager. The Assistant Patient Services Coordinators also support and collaborate with various Clinical Service Units across the trust, which includes working with clinical teams such as doctors, nurses and phlebotomists. If you have the skills and experience to deliver a highly organised, patient centred service and would like to manage a friendly team this could be the role for you About us Expected Shortlisting Date: 21/02/2025 Planned Interview Date: 03/03/2025 We are very proud of the established staff groups within our Outpatient team, including our successful Equality, Diversity & Inclusion staff group. We are proud winners of an LTHT Time to Shine Award 2022 for a Leeds Way award in the Fair category. We recognise the power of the staff voice & encourage staff to act as champions through various staff networks including Disability, LGBT and BME. We put staff Health and Wellbeing at the heart of everything we do and promote the importance of flexibility at work. We want to support all staff to succeed in their role & support reasonable adjustments in the workplace. We adopt inclusive recruitment processes and share interview questions the day before interview, to all shortlisted candidates. We believe this creates a level playing field, reduces stress and helps interviewees know what we are looking for. 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 30 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-OPD-0064 Job locations St. James's University Hospital Beckett Street Leeds LS9 7TF Job description Job responsibilities The Assistant PSC will manage their defined areas within the Directorate 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. Some of the essential skills required include a good standard of basic education, ability to work on own initiative and to tight deadlines, ability to manage a team of staff and a thorough understanding of the patient pathway. Core Behaviours and Skills Personal Motivated Professional attitude and behaviour Able to adapt to service led changes Flexible approach to working practices and duties Attention to detail Good Time Keeping Communication Literacy Numeracy Verbal, non-verbal Able to communicate with all levels of staff Responsibility to others Customer Care kills Reliable Trustworthy Principal Duties and Areas of Responsibility include the co-ordination of the day-to-day activities of the administration team including clerical officers and supervisors. Being actively involved in the recruitment process end to end. Continually review staffing levels ensuring 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 the team in all aspects of patient administration including the service and exceptional customer service. Motivate and improve performance promoting team values to achieve required outcomes. Contribute and identify the planning of development needs for the team and individuals. Contribute to staff performance and appraisal reviews. Being responsible for the collection of data and performing regular audits, understanding how to present information and take actions where necessary. Monitor the processes carried out within the administration team and ensure all are completed within agreed timescales. Deal with complex enquires from staff/patients/relatives/visitors investigating and researching matters thereby providing information and guidance with advice for others to ensure their queries have been dealt with. This could involve managing the complaints process, monitoring response times, seeking out information to prepare a straightforward response in a timely manner. Must take responsibility in agreement with his/her line manager for own personal development. Must undertake all mandatory training as required for the role. Mental Effort - There is a frequent requirement for concentration where the work pattern is predictable. There is an occasional requirement for concentration where the work pattern is unpredictable. Regular concentration required to manage a team making sure Patient Access Policy and Procedures are adhered to. Emotional Effort - Post holder may rarely be required to deal with information about patients that are seriously ill. Being a point of contact for patients to make complaints, the Asst. PSC would be expected to deal with the situation and attempt to resolve any issues that arise. Job description Job responsibilities The Assistant PSC will manage their defined areas within the Directorate 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. Some of the essential skills required include a good standard of basic education, ability to work on own initiative and to tight deadlines, ability to manage a team of staff and a thorough understanding of the patient pathway. Core Behaviours and Skills Personal Motivated Professional attitude and behaviour Able to adapt to service led changes Flexible approach to working practices and duties Attention to detail Good Time Keeping Communication Literacy Numeracy Verbal, non-verbal Able to communicate with all levels of staff Responsibility to others Customer Care kills Reliable Trustworthy Principal Duties and Areas of Responsibility include the co-ordination of the day-to-day activities of the administration team including clerical officers and supervisors. Being actively involved in the recruitment process end to end. Continually review staffing levels ensuring 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 the team in all aspects of patient administration including the service and exceptional customer service. Motivate and improve performance promoting team values to achieve required outcomes. Contribute and identify the planning of development needs for the team and individuals. Contribute to staff performance and appraisal reviews. Being responsible for the collection of data and performing regular audits, understanding how to present information and take actions where necessary. Monitor the processes carried out within the administration team and ensure all are completed within agreed timescales. Deal with complex enquires from staff/patients/relatives/visitors investigating and researching matters thereby providing information and guidance with advice for others to ensure their queries have been dealt with. This could involve managing the complaints process, monitoring response times, seeking out information to prepare a straightforward response in a timely manner. Must take responsibility in agreement with his/her line manager for own personal development. Must undertake all mandatory training as required for the role. Mental Effort - There is a frequent requirement for concentration where the work pattern is predictable. There is an occasional requirement for concentration where the work pattern is unpredictable. Regular concentration required to manage a team making sure Patient Access Policy and Procedures are adhered to. Emotional Effort - Post holder may rarely be required to deal with information about patients that are seriously ill. Being a point of contact for patients to make complaints, the Asst. PSC would be expected to deal with the situation and attempt to resolve any issues that arise. Person Specification Experience Essential Thorough knowledge of patient administration processes relevant to this role. Experience of staff management including recruitment and retention evidenced within the job history Organisational and time management skills in relation to service demands and staff management Appreciation and understanding of confidentiality within a healthcare setting Knowledge of Microsoft Office Packages and e-mail technology in line with the job role expectations Other Criteria Essential Evidence of gaining further skills and training for development Qualifications Essential Good standard of education to minimum of GCSE Skills & behaviours Essential Ability to communicate effectively at all levels using the most appropriate method Ability to prioritise and organise own workload in relation to a fast paced environment Clear understanding of the importance of reliability Ability to motivate staff within a clinical and non clinical setting Able to work on own initiative being proactive as well as reactive Flexibility to meet the needs of the service in relation to this job role Person Specification Experience Essential Thorough knowledge of patient administration processes relevant to this role. Experience of staff management including recruitment and retention evidenced within the job history Organisational and time management skills in relation to service demands and staff management Appreciation and understanding of confidentiality within a healthcare setting Knowledge of Microsoft Office Packages and e-mail technology in line with the job role expectations Other Criteria Essential Evidence of gaining further skills and training for development Qualifications Essential Good standard of education to minimum of GCSE Skills & behaviours Essential Ability to communicate effectively at all levels using the most appropriate method Ability to prioritise and organise own workload in relation to a fast paced environment Clear understanding of the importance of reliability Ability to motivate staff within a clinical and non clinical setting Able to work on own initiative being proactive as well as reactive Flexibility to meet the needs of the service in relation to this job role 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)