Patient Administration Manager - MED

Job description

Job responsibilities

PATIENT TRACKING To actively manage multiple 18 week times, targets and procedures for / patient access requirement for the directorate, from the point of referral to discharge within the boundaries of standards for access to healthcare services. To take continuous responsibility for the overall day to day monitoring and tracking of patients progress through their pathway(s).2 To undertake daily checks of access progress through verbal or written reports ensuring all patients are on track to be seen and appointed within the national targets for the specific care area. To manage elective access operational standard defaults and act upon any issues picked up from checking daily pathway progress reports with the operational managers. To liaise with medical secretaries to ensure the effective flow of patients and escalating blocks in flow and capacity issues to the operational managers and escalate any need for patients to be brought back on track ensuring that clear timelines and actions are agreed and actioned. To ensure that patients flow through care pathways in a timely, safe and effective manner. To ensure that all group/specialty team referrals are connected to the appropriate pathway administration points to enable waiting time targets to be achieved. To produce an account of trends in flow blockages, reasons for potential breaches of waiting times to the service manager as appropriate. To provide a weekly update to the medical secretary teams to highlight any pathway delay or potential waiting time breaches for priority action and monitor outputs and outcomes. To attend weekly PTL meetings to discuss progress and update on the position of speciality performance, in particular delayed pathway progress and causes, and take and monitor follow up actions as necessary.MANAGEMENT AND TEAM LEADERSHIP To provide support to the operational management team and lead clinicians to ensure that appropriate procedures are in place to monitor, maintain or amend the set quality standards, including capacity planning for specialties. To deputise for and support the operational managers as appropriate, in particular on the groups access agenda and achieving waiting list targets. To monitor current procedures and processes and provide regular reports to the operational management team. To be responsible for the day to day line management of administrative staff and apprentices, encouraging effective team working, coordinating annual leave arrangements, mandatory training requirements and manage attendance and performance issues as necessary. To perform administrative staff duties to alleviate pressures within specialty teams as and when required. To introduce new ways of working and the use of technology as appropriate. To manage and co-ordinate the workload of the team to ensure right care pathway outcomes enhances group performance and meets relevant Trust targets. To ensure that the administrative team adopt administrative best practice, especially in respect of waiting list / patient access targets.3 To liaise with the operational managers and follow up on any issues related to patient waiting times. To be aware of and have a general understanding of relevant local / departmental policies and procedures and current issues in order to act as a point of contact for those who require information To attend the group action plan meetings, operations meetings and PTL meetings as and when required, taking responsibility for providing and presenting information and taking actions appropriate to the role and team function. To provide data submissions required by external agencies to the designated worker within the group / access team. To monitor KPIs as necessary, including DNAs and complaint trends and undertake root cause analysis with service leads to action plan system/process improvements To act as a link between consultants, medical secretaries, managers, and other staff for example clinic staff, elective access team, cancer services, external care providers, on issues relating to patient access and waiting list management and to co-ordinate action required to meet treatment initiatives. To adhere to governance principles including undertaking health and safety inspections and risk assessments as appropriate. To maintain an awareness of current issues and priorities within the department ensuring that key personnel receive appropriate and timely communicationCUSTOMER SERVICE To work closely with clinical teams and operational managers to ensure that patient booking and clinics are efficient and planned effectively and that patients have a positive user experience. To make sure that patients have a positive user experience, dealing with patient concerns escalated through administration staff in real time where possible and/or escalate to the operational manager or clinical lead. To liaise with clinicians and operational managers to ensure that patient access standards are met and that timely and appropriate communication is undertaken with patients and service users.INFORMATION AND GOVERNANCE To handle information with sensitivity and maintain confidentiality in respect of type of information obtained at all times. To report weekly, monthly and quarterly statutory requirements as required. To retrieve, up-date data/ information into electronic and manual information systems that record patient pathway management/progress/ issues. To ensure accurate pathway performance is captured and entered into the appropriate systems to fulfil evaluation requirements.4 To provide the management team forecast and trends and developments within waiting list sourcing and providing data when required. To ensure all patient information is kept confidentially in compliance with the Data Protection Act.SERVICE IMPROVEMENT To identify and introduce changes for improving patient pathways flow systems, including recording trends and issues that block pathway systems. To monitor the effectiveness of patient pathways using Trust IT systems and act to improve the quality of performance information within the group. To validate and analyse data and produce ad hoc reports as directed by the group service managers. To assist group service managers in the collection, analysis and presentation of relevant metrics or performance data.RELATIONSHIPSInternal: Directorate General Manager and Deputy Manager Operational Managers Outpatient Service Manager and Administration Manager OPD and Elective Access Teams Cancer Clinical Nurse Specialist Clinical Teams Management Teams Secretarial, Administration and Apprentice Staff Lead Clinicians Consultants Medical Secretaries Theatre and Clinical Staff Other Services and Trust StaffExternal: Patient and members of the public Clinical Commissioning Groups and Commissioning Support Services NHS Trusts and Foundation Trusts NHS Improvement and NHS EnglandSpecial RequirementsTo work flexibly to meet the needs of the service

Person Specification

Experience and Knowledge

Essential

• Substantial experience within the NHS
• Specialist knowledge of waiting list or 18 week Pathway management systems
• Knowledge of PAS systems and other relevant databases
• Knowledge of administrative procedures
• Intermediate level knowledge of Microsoft office, including Word, excel, databases, intranet, internet

Desirable

• Previous experience of managing and changing service Awareness of experience of how to manage change successfully
• Significant experience in a management or supervisory role.
• Cancer Services knowledge and/or experience

Qualification and Professional Training

Essential

• NVQ4 in a relevant subject to the role i.e. Business Administration or Leadership and Management or willingness to work towards
• Evidence of excellent IT skills to include complex databases.
• Evidence of relevant continuing professional development
• AMPSAR qualification or evidence of extensive knowledge of medical terminology.

Desirable

• RSA Typing Level 2

Skills and Abilities

Essential

• Strong organisational and leadership skills
• Evidence of problem solving abilities
• Ability to manage work to a high standard
• Demonstrate understanding of confidentiality
• To prioritise conflicting demands on time
• To be able to set and meet targets within stated timescales.
• Knowledge of and ability to monitor quality /standards outcomes associated with patient tracking to improve patient services.
• To conduct audits on workloads and develop and coordinate action plans accordingly.
• Produce and implement new procedures and guidelines.
• Basic financial awareness and understanding
• Ability to manage budget within designated area.
• Awareness of NHS contracting deadlines
• Awareness of key issues within the NHS
• To be able to contribute to identifying the training needs of staff.
• Able to provide support and learning opportunities to staff during training
• Able to delegate as appropriate
• To negotiate effectively.
• Ability to investigate local complaints within sphere of responsibility
• Ability to instigate conflict resolution measures
• Knowledge of patient databases
• Knowledge of the NHS contracting deadlines.
• Specific understanding of Trust policies, procedures and standards.
• Comprehensive knowledge of outpatient booking systems and waiting list initiatives
• Knowledge of and responsibility for risk assessments.
• Knowledge of and responsibility for implementing Trust policies.

Desirable

• Previous experience of managing/supervising individuals and / or teams
• Understanding of management and structure of Group

Written skills

Essential

• High standard of written English
• To be able to write clear concise messages involving complex medical terminology
• Able to prepare reports / documentation and produce clear, concise records
• Able to comment on and produce documents such as policies/procedures/guidelines/reports.
• Ability to interpret, analyse and report on data

Desirable

• Able to formulate policies
• Able to write reports and correspondence on behalf of department, for internal and/or external distribution, including occupational health referrals, references, JD's, PS's, job adverts

Mental Effort

Essential

• To be able to deal with frequent telephone queries
• Ability to maintain concentration for long periods of time whilst coping with interruptions
• To ensure the wider team members are regularly updated, aware of deadlines and able to achieve them.
• Ability to manage and prioritise workloads between clinical and management responsibilities

Desirable

• To maintain team spirit and foster good working relationships amongst team members, and between team and management

Personal Qualities

Essential

• Good team working skills
• Flexible approach to work
• Good interpersonal skills
• Excellent time management and organisational skills
• Able to manage own workload and work on own initiative, taking appropriate action as necessary in the absence of the manager.
• Able to manage others effectively and when necessary, deal with difficult and sensitive situations
• Able to motivate oneself and others, and create a harmonious team atmosphere.
• To have ability to gain and maintain confidence and support of staff.
• To be able to set and meet targets in pressurised arena
• Willing to challenge practice and embrace new ways of working
• To be calm, approachable and courteous
• To demonstrate innovation
• To be confident with a positive attitude
• To maintain confidentiality at all times.
• Ability to listen to others

Communication/Verbal skills

Essential

• To be able to speak clearly, receive and issues instructions in English without misunderstanding
• To be able to communicate with all levels of personnel including medical professionals, patients (parents) and outside agencies
• To comprehend complex instructions containing medical terminology.
• To be able to relay clear, concise messages containing medical terminology without risk of misunderstanding
• To be able to use communication skills during face to face contact, telephone contact, email, internal and external meetings
• To provide effective communication at departmental and trust level.
• To chair team PPL and any associated meetings as and when required

Responsibility for financial and physical resources

Essential

• Ability to understand basic financial / income reports.

Working Conditions

Essential

• Frequent VDU exposure.
• To be aware of the possibility of being exposed to difficult situations that may result in verbal aggression

Emotional Effort

Essential

• To be able to deal with patients and relatives in a sensitive and sympathetic manner at all times, including when requesting urgent attendance at clinic, cancelling procedures at short notice and relaying results or other messages from medical staff.
• Ability to deal with sensitive staff issues compassionately, fairly and within Trust guidelines.
• Able to offer advice and guidance to staff.
• Able to deal with conflict resolution in a sensitive and confident manner

Desirable

• Exposure to child protection information

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

George Eliot Hospital NHS Trust

Address

George Eliot Hospital NHS Trust

College Street

Nuneaton

CV10 7DJ

Employer's website

http://www.geh.nhs.uk/ (Opens in a new tab)