Job summary
An exciting opportunity has arisen for a dynamic Team Leader to join Patient Access Services looking after the clerking/reception function.
The position is permanent and although based on the Aintree site, Trust employees are contracted to work on any Trust site.
Hours of work are Monday - Friday 08:30 - 17:00, however flexibility is required to cover the service outside of core hours.
Main duties of the job
The post holder is responsible as part of a team for providing and overseeing a dedicated and comprehensive clerical and reception service for Outpatients within the Trust using Partial and Full booking processes.
The post holder will act as support for the team for all Outpatient enquiries from internal and external customers at all levels.
The post holder, while carrying out their own and overseeing their teams' duties, will work to defined departmental procedures to maximise effective use of clinic capacity and help ensure that the Trust meets local and national waiting times and booking targets.
The post holder will make sure they and their team undertake reception duties in a pleasant, tactful and understanding manner, communicating professionally and effectively with patients, visitors and clinic personnel. They will also ensure that patients and visitors, who may at times be distressed, are dealt with in a sensitive and caring manner.
The post holder will work in a very active and busy environment requiring a consistently high standard of performance and excellent attention to detail.
A significant responsibility of the role is to accurately record information using relevant Trust paper and computer based systems.
The post holder is responsible for supporting the Administration Manager in the achievement of local and national targets.
About us
Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.
The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.
The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.
It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.
To hear more about our achievements click here https://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf
Follow us on Social Media:
Facebook - Liverpool University Hospitals Careers
Instagram - @LUHFTcareers
Twitter - @LUHFTcareers
*Overseas candidates to determine the likelihood of obtaining sponsorship by assessing themselves against the criteria on the gov.uk website.
Job description
Job responsibilities
The post holder shall, as necessary, provide cover for and undertake duties of absent colleagues and ensure that staff absences are reported to their line manager.
The post holder will be responsible for the annual leave diary for their team, ensuring adequate cover to support business requirements and reporting any shortfalls to their line manager in a timely manner.
The post holder and his/her team will be responsible for :-
- Ensure reception duties are carried out in a professional, pleasant, tactful and understanding manner and that Patient Access Clerks greet patients, check their demographic details, update the Patient Administration System (PAS) with relevant changes and help them with any enquiries / problems they may have.
- Ensure that Patient Access Clerks book required follow-up appointments or discharge Patients as required, in-line with Trust Policy and Procedures.
- Ensure that Patient Access Clerks arrange and book any interpreters required.
- Ensure Patient Access Clerks issue travel expenses claim forms.
- Ensure Patient Access Clerks inform patients and visitors of any delays in clinic.
- The post holder shall follow, and ensure his/her team follow all the policies and procedures of the organisation.
- Independently co-ordinate and manage changes to clinics.
- Support Patient Access Clerks to ensure maintenance of the standards of service.
- Attend meetings as directed by Patient Access Officer/Co-ordinator. Participate and contribute to meetings to discuss improvements in own area. Prepare information required for meetings as necessary.
- Ensure a courteous, professional and efficient point of contact is provided to customers and service users both face to face and over the telephone.
- Ensure accurate and timely data input into PAS system.
- Ensure issues relating to the administrative function are reported immediately.
- Inform Patient Access Officer/ Co-ordinator of any changes that may affect procedures within the department
- Respond to escalated customer queries or concerns in an effective and professional manner.
- Ensure teams have clear and up to date knowledge of the rules and protocols of the service to ensure full and effective service delivery
- Work flexibly to ensure that the service operates effectively, including working across all Trust sites and across speciality boundaries.
- Report to your line manager any complaints or incidents that arise in relation to your area of work.
- Appraise appropriate staff and identify training requirements using the Staff Appraisal system used within the Trust.
- Respond to day to day staff issues.
- Ensure sickness and absence policy followed, monitor staff absence and perform return to work interviews as required. Complete relevant documentation and advise staff of sickness procedures.
- Develop the knowledge and skills of clerks through training and advice in relation to the systems, software and processes used within service.
- Support close co-operation and communications between teams and departments within own department and across the trust.
Job description
Job responsibilities
The post holder shall, as necessary, provide cover for and undertake duties of absent colleagues and ensure that staff absences are reported to their line manager.
The post holder will be responsible for the annual leave diary for their team, ensuring adequate cover to support business requirements and reporting any shortfalls to their line manager in a timely manner.
The post holder and his/her team will be responsible for :-
- Ensure reception duties are carried out in a professional, pleasant, tactful and understanding manner and that Patient Access Clerks greet patients, check their demographic details, update the Patient Administration System (PAS) with relevant changes and help them with any enquiries / problems they may have.
- Ensure that Patient Access Clerks book required follow-up appointments or discharge Patients as required, in-line with Trust Policy and Procedures.
- Ensure that Patient Access Clerks arrange and book any interpreters required.
- Ensure Patient Access Clerks issue travel expenses claim forms.
- Ensure Patient Access Clerks inform patients and visitors of any delays in clinic.
- The post holder shall follow, and ensure his/her team follow all the policies and procedures of the organisation.
- Independently co-ordinate and manage changes to clinics.
- Support Patient Access Clerks to ensure maintenance of the standards of service.
- Attend meetings as directed by Patient Access Officer/Co-ordinator. Participate and contribute to meetings to discuss improvements in own area. Prepare information required for meetings as necessary.
- Ensure a courteous, professional and efficient point of contact is provided to customers and service users both face to face and over the telephone.
- Ensure accurate and timely data input into PAS system.
- Ensure issues relating to the administrative function are reported immediately.
- Inform Patient Access Officer/ Co-ordinator of any changes that may affect procedures within the department
- Respond to escalated customer queries or concerns in an effective and professional manner.
- Ensure teams have clear and up to date knowledge of the rules and protocols of the service to ensure full and effective service delivery
- Work flexibly to ensure that the service operates effectively, including working across all Trust sites and across speciality boundaries.
- Report to your line manager any complaints or incidents that arise in relation to your area of work.
- Appraise appropriate staff and identify training requirements using the Staff Appraisal system used within the Trust.
- Respond to day to day staff issues.
- Ensure sickness and absence policy followed, monitor staff absence and perform return to work interviews as required. Complete relevant documentation and advise staff of sickness procedures.
- Develop the knowledge and skills of clerks through training and advice in relation to the systems, software and processes used within service.
- Support close co-operation and communications between teams and departments within own department and across the trust.
Person Specification
Qualifications
Essential
- Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent)
Desirable
- ECDL, CLAIT or IBT qualification or be working towards one of these
Experience
Essential
- NHS Experience
- Demonstrable Health Records Experience
Desirable
- Supervisory Experience
- Audit experience
- Demonstrable experience in dealing with the public particularly in stressful situations and ability to empathise and understand the needs of patients and visitors.
Knowledge
Essential
- Use of a Patient Administration System (currently IPM)
- Confidentiality awareness
Skills
Essential
- Ability to use own initiative with support
- Ability to work to deadlines
- Able to work with a range of professionals
- Ability to display attention to detail
- Team worker
- Excellent verbal and written communication manner.
Desirable
Other
Essential
- Flexible approach to work
- Good interpersonal approach
- Reliability and good attendance
- Present professional image
- Physically able to perform the duties of the post
- Ability to travel to any Trust site as required
Person Specification
Qualifications
Essential
- Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent)
Desirable
- ECDL, CLAIT or IBT qualification or be working towards one of these
Experience
Essential
- NHS Experience
- Demonstrable Health Records Experience
Desirable
- Supervisory Experience
- Audit experience
- Demonstrable experience in dealing with the public particularly in stressful situations and ability to empathise and understand the needs of patients and visitors.
Knowledge
Essential
- Use of a Patient Administration System (currently IPM)
- Confidentiality awareness
Skills
Essential
- Ability to use own initiative with support
- Ability to work to deadlines
- Able to work with a range of professionals
- Ability to display attention to detail
- Team worker
- Excellent verbal and written communication manner.
Desirable
Other
Essential
- Flexible approach to work
- Good interpersonal approach
- Reliability and good attendance
- Present professional image
- Physically able to perform the duties of the post
- Ability to travel to any Trust site as required
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.
