Job responsibilities
The
Post-holder will be responsible for supervising on a day to day basis a large
team of reception staff responsible for booking patients in who present to
Accident and Emergency for treatment and/or subsequent follow up clinic
appointments. The post holder must be able to communicate sensitively and
effectively with a wide range of people including patients, medical and
nursing staff, other patient administration colleagues and other outside
agencies in addition to other departments throughout the Trust.
The
post holder will assist in the organisation of the Departmental teams
workload and provide a comprehensive clerical service to ensure the delivery
of a coordinated and consistent operational management service.
3. JOB DIMENSIONS
Provide
day to day supervision of clerical staff, monitoring staffing levels on a
daily basis and adjusting when and where necessary to provide appropriate
staff cover.
Be
involved in the recruitment and retention of the clerical staff ensuring that
all new staff receives an appropriate induction and training to enable them
to carry out their duties.
Supervise
and train members of the clerical team in all aspects of Patient
Administration and customer service, including the allocation of work on a
daily basis and the reviewing of work performance and progress.
Along
with the Outpatient Co-ordinator ensure clerical staff receive full briefings
on current developments and be actively involved in staff meetings.
Exercise
safekeeping of office equipment, including data held on the computer, work
stations and any other equipment used.
The
Trust requires that all members of staff are appraised on a yearly basis and
the post holder will be responsible for the appraisals for the allocated team
members.
The
post holder will be responsible for the monitoring of sickness, holidays and
other leave and return to work interviews following sickness and for
preparing and providing statistics to managers and to salaries and wages.
The
post holder must ensure that processes/procedures comply with legislative
requirements covering Health & Safety, Data Protection and
confidentiality.
4. ORGANISATIONAL CHART
5. KNOWLEDGE, SKILLS AND EXPERIENCE
REQUIRED
Knowledge
An ability to effectively implement,
and reinforce where necessary, Trust policies, hospital practices and
procedures associated with the role of the office manager which require
specialist knowledge.
An ability to provide non-clinical
advice and information to colleagues, patients and their families.
Appreciation of clinical/operational
areas that the service area interacts with.
Application of data protection and
copyright laws and their effects on the service.
Appreciation of the aims and
application of standards of care e.g. Patient Advice and Liaison Service
(PALS).
An understanding of the relationship
and impact on the service of a range of IT applications e.g. PAS.
Skills
Excellent organisational skills with
the ability to work both independently and as part of a team.
Must have effective supervisory
skills, be highly motivated and lead by example to motivate other team
members.
Prioritise own workload and that of
the team, work under pressure, multi-task and be aware of, and achieve, time
deadlines.
An ability to train staff, including
temporary staff, as required and to monitor progress on a continuing basis.
Highly developed interpersonal
skills with the ability to exchange confidential, sensitive or contentious
information clearly and effectively at all levels, i.e. patients, relatives,
colleagues and health professionals, within the Trust and externally.
An ability to exercise judgement
when dealing with patient enquiries to evaluate the situation and resolve
problems.
The ability to cope with the
sometimes distressing and emotional nature of the work when dealing with
situations requiring sensitivity involving colleagues, patients and their
families.
To be adaptable and flexible.
Must be tactful and diplomatic.
Knowledge and experience of using a
Patient Administration system.
The ability to affectively
facilitate a team of clerical staff to deliver against deadlines.
Experience
Minimum 1 years experience at
supervisory/senior level in a health care environment.
A well developed understanding and
knowledge of office based procedures/ systems gained over a significant
period to enable implementation and appropriate training of the clerical
team.
Interpretation and analysis of
reports, databases and spreadsheet information.
Well developed knowledge and
experience of using a variety of IT applications in a Windows based
environment.
Working in a customer focussed
environment.
Qualifications
GCSE (or equivalent) English
Language and Mathematics grade C or above.
6. 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.
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.
7. CORE BEHAVIOURS AND SKILLS
Essential
core behaviours and skills include:
The post-holder will be expected to
be diplomatic, self-motivated and enthusiastic with a professional attitude.
The post-holder will be expected to
be a good team player, with the ability to work flexibly in a diverse and
demanding environment to meet the evolving needs of the department.
To support and guide their team,
including the development of an induction programme for new members of staff.
To provide a high standard
confidential, effective and accurate administration service.
Communicate sensitively and
effectively with patients, relatives, colleagues and all other healthcare
professionals.
Respect the working environment, to
be responsible for ones own acts and omissions in relation to Health &
Safety.
Responsible for appropriate use of
equipment within the working environment.
A willingness to undergo all
training requirements necessary for the post
8. CORE KNOWLEDGE AND UNDERSTANDING
Essential
core knowledge and understanding to include:
The post-holder to possess a good
standard of written and spoken English.
Basic computer literacy and
willingness to further computer skills.
A willingness to understand all
policies and procedures governing the Trusts approach and delivery to
Patient Administration.
9. PRINCIPAL DUTIES & AREAS OF
RESPONSIBILITY
Staff
Supervision
Coordinate the day to day activities
of a team of clerical officers.
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.
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 staff
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
Be responsible for the
implementation of Trust procedures and protocols within the department.
Ensure the outpatient clinics and
appointment pathways are managed in accordance with Trust and Patient Access
Policies and within specialty guidelines.
Ensure that information on the Trust
Patient Administration System is recorded in an accurate and timely manner.
When in contact with medical
records, be responsible for ensuring any investigations/loose
records/correspondence is securely filled in the casenote folder.
Ensure investigation results receive
medical acknowledgement and signature in a timely manner.
To be receptive to and assist in,
the development and introduction of new ways of working.
Ensure that joint working and close
cooperation is developed with other departments and agencies.
Undertake monitoring of performance
to ensure high quality service delivery.
Respond effectively to telephone
communications in a polite and helpful manner, observing the need for
discretion and courtesy. Take
responsibility for returning any follow-up calls as necessary.
Support the induction process for
all new clerical officers and work with the Outpatient Coordinator to develop
refresher programmes/updates for existing staff.
