Job responsibilities
JOB
PURPOSE
To
ensure the provision of an efficient and effective administration service to
support the delivery of clinical services to patients.
3.
JOB DIMENSIONS
The
postholder will provide managerial support to administrative and clerical
staff on relevant sites within the Trust. They will be responsible for the
day to day operational management of patient administration and access
services for the Clinical Service Unit (CSU). The postholder will ensure the
provision of a highly effective patient administration service within the
CSU. In addition they will manage a designated budget and ensure appropriate
systems are in place to enable the CSU to achieve patient access targets.
They will also provide support and advice on patient administration/access
related issues to core members of the clinical management team.
5. KNOWLEDGE, SKILLS AND EXPERIENCE
REQUIRED
The
core knowledge, skills and experience required in the post are set out in
detail in the person specification. They can be summarised as:
Experience of managing people
Waiting list and capacity
management skills
Demonstrable understanding of the
management of patient administration processes within the Leeds Teaching
Hospitals Trust and wider NHS
Ability to analyse and bring about
improvements in processes and working practices
Ability to train, develop and
motivate staff.
Awareness of the modernisation
agenda as it relates to service provision and development
Knowledge of current Personnel
policies and procedures and their application
Knowledge of current Government
policies on the NHS
IT literate including
spreadsheets/PatientCentre, other databases, waiting list management.
Excellent written and oral
communication skills with proven interpersonal skills.
Knowledge of producing reports and
undertaking specific projects.
Knowledge of reviewing, monitoring
and developing appropriate administration processes and systems with the
Patient Pathway and Access Team in line with Trust and local policies.
A thorough knowledge of work
practices and procedures across the patient administration process within the
Trust and wider NHS is required by the post-holders.
Some clinical knowledge is required
in order to estimate length of time operations would take to ensure that
theatre and bed capacity are used effectively.
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 committed to providing the highest quality of
administrative support to the Business/Access Manager and CSU, with the
patients experience and quality of care paramount.
Essential
core values include:
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 and teams
personal & professional development as agreed with their line manager.
7. CORE BEHAVIOURS & SKILLS
The
post-holder will be expected to be an enthusiastic member of the team, with
the ability to act flexibly to meet the evolving needs of the CSU. The Patient Services Coordinator will be
committed to establishing consistent systems and processes to support and
improve patient pathway, whilst working closely with the CSU Management Team
to achieve this.
The
post-holder will be expected to have an open, supportive working relationship
with the staff in their team to encourage professional development and to
meet the objectives of the CSU.
8. CORE KNOWLEDGE & UNDERSTANDING
The
Patient Services Coordinator is expected to have experience of working in a
multi-disciplinary setting and working with office systems. The post-holder will have experience and
understand of waiting list management and access targets.
9. 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/access 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/Receptionists, Medical
Secretaries, and Supervisors. 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.
