Job responsibilities
1. JOB DETAILS
Job Title: Assistant Patient Services Co-ordinator
Reports to: Patient Services Co-ordinator
Accountable to: Business Manager
Band: Band
4
Unit/Department: Administration
Location Leeds Dental Institute and Chapel
Allerton Hospital
AfC Job No: 752
2. JOB PURPOSE/SUMMARY
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.
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.
3. ORGANISATIONAL CHART
Business
Manager > Patient Service Coordinator > Assistant Patient Service
Coordinator > Supervisor > Clerical Officer / Receptionist
4. 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
5.
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
Additionally,
the following are core values which relate specifically to this post:
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.
6. 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.
7. 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.
8. 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 security and safer working
procedures, and reporting incidents using the Trust Incident Reporting system
9. 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.
10. 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.
11. 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.
12. 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
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.
Working
Conditions:
Post
holder may rarely encounter aggressive patients either on the phone or face to face.
Post
holder should be working in normal office conditions.
