Job responsibilities
JOB
PURPOSE
To
ensure the provision of an efficient and effective administration service to
support the delivery of clinical services to patients. The post holder will
provide a high-quality service in line with Trust policies and standards and
will be required to communicate sensitivity and effectively with a wide range
of people including medical staff, patients and colleagues.
JOB
DIMENSIONS
The
postholder will provide managerial support to administrative and clerical
staff on relevant sites within the Trust.
You will be responsible for the day to day operational management of
patient administration and access services for the Trauma and Related
Services Clinical Service Unit (CSU). You will ensure the provision of a
highly effective patient administration service within the CSU by reviewing
working practices to ensure the effective running of the department and
effective communication structures are implemented. In addition you will ensure that
appropriate systems are in place to enable the CSU to achieve patient
delivery targets and that the processes/procedures comply with legislation
requirements covering Health & Safety, Data Protection and
Confidentiality.
You
will also provide support and advice on patient administration/delivery
related issues to core members of the clinical and administrative management
team.
PRINCIPAL
DUTIES & AREAS OF RESPONSIBILITY
STAFF
MANAGEMENT
Provide leadership, management and supervision to the patient administration
team within the CSU.
Establish robust communication systems with all staff, ensuring that
supervisory staff conduct regular, effective team meetings.
Lead the recruitment and selection of patient administration staff within the
CSU. Ensure systems are in place for induction and orientation of new staff.
Undertake staff appraisals and compile personal development plans in
accordance with trust policy. Provide support for staff in undertaking
continuing personal development opportunities.
Implement Trust Attendance Management policy and maintain records for all
staff. Manage staff annual leave, sickness absence, capability and staff
grievances with support as required.
Ensure that all members of staff work co-operatively with staff within and
outside the CSU to ensure delivery of a high quality service.
Take a lead role in reviewing and implementing new systems to ensure that
both the clerical team and medical secretariat function effectively and
within delegated budgets.
Ensure that both an effective working relationship and good communication is
maintained between all grades of staff, promoting positive morale within the
team through mutual co-operation.
Establish and maintain effective training plans to ensure that staff follow
correct policy and procedure and respond to developments in the service.
Ensure that staff are able to use electronic patient administration systems,
providing support where appropriate.
Develop effective relations with peers, working in co-operation and
contributing to cover arrangements for annual leave, sickness and other
absence.
SERVICE
MANAGEMENT
Ensure that the provision of administration/delivery processes and services
are of the highest quality and that they are responsive to the needs of
patients, carers and the clinical teams, and that all processes adhere to
Trust policy.
Take a lead role in soliciting the views of patients, carers and members of
the public in respect of the administrative services provided by the CSU.
Ensure that outpatient clinics and appointments processes are administered
effectively and that relevant quality standards are correctly measured and
monitored; respond to problems and resolve appropriately.
Ensure that theatre and bed capacity are used effectively. Through liaison with clinical and ward
based teams including Site Matrons, jointly manage the daily elective and
acute demand for admission and treatment ensuring that patients are treated
in chronological order and clinical priority.
Ensure effective systems for monitoring and validating activity are in place.
Monitor waiting lists on a weekly basis. Identify and respond appropriately
to potential problems and work with other members of the CSU to ensure
patients are seen within agreed local and NHS Plan target times.
Ensure the regular validation of waiting lists, following this up with any
necessary action, advice, coaching and/or training of staff.
The post holder will support their line manager to lead the establishment of
new ways of working to improve patient access as directed in the NHS Plan,
including the implementation of booking systems.
Report to the CSU progress and achievement, including any areas of concern
and an action plan detailing how these will be resolved.
Establish effective systems of working with the CSU core team and with
corporate administration and information teams.
Ensure that the Patient Access Policy for Outpatient Management is
implemented and that clinics are utilised efficiently, including ensuring the
DNA policy is implemented as agreed by the CSU. Monitor reduced and cancelled
clinics and respond appropriately in line with this policy.
Ensure that the Patient Access Policy for Patients Waiting for Elective
Inpatient and Daycase Admissions is implemented and that processes are
monitored to check compliance with the policy.
Lead casenote audit meetings in the CSU, selecting patient records for audit
and reporting any breach of policy with recommendation for action, to the
Business Manager.
Investigate complaints relating to administration/access issues and implement
changes in practice as required. Address the concerns of patients and service
users and respond to their suggestions for local quality improvements.
Plans rotas and staff cover for one or more teams of staff, including
Clerical Officers, Medical Secretaries, Supervisors and Assistant PSCs. This may mean staff movement between
hospital sites.
Plans and organises service changes within their speciality eg. service
reconfiguration organising office and staff movement to a new building and
planning the office layout.
INFORMATION
MANAGEMENT
Ensure the appropriate recording, monitoring and management of inpatient and
outpatient waiting lists, providing regular reports to agreed timescales.
Identify and resolve any problems highlighted as a result of the monitoring
undertaken.
Implementation and monitor systems for timely and accurate collection and
recording of patient related data, in conjunction with the CSU and Corporate
Information staff. Identify and resolve any problems highlighted as a result
of the monitoring undertaken.
Contribute to monthly performance review meetings, providing data for this in
a timely manner as requested.
RESOURCE
MANAGEMENT
The post holder will support their line manger with the management of staff
and non-staffing budgets; ensuring that available resources are deployed
efficiently and effectively to support the administrative and operational
processes.
Establish systems to cover staff annual leave, sickness and vacancies and to
reduce expenditure, contributing to the CSU financial plan.
OTHER
RESPONSIBILITIES
All employees must maintain strict confidentiality in respect of patient and
staff records. Comply with the requirements of the Caldicott Report, the Data
Protection Act, Access to Health Records Act., Mental Health Act and
subsequent legislation issued in relation to confidential data. Ensure all
staff practice in accordance with these guidelines.
Maintain a safe working environment, complying with Health and Safety
policies and regulations. Undertake and facilitate risk assessments as
required, take any corrective action required and record any untoward risk
incidents in accordance with trust procedures.
Provide operational patient administration/access support and advice to other
members of the CSU as required.
Support and assist the Business Manager with other projects and
responsibilities as required.
