Assistant Patient Services Co-ordinator (XN04)

Job description

Job responsibilities

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.

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.

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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

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.

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.

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.

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.

Person Specification

Other Criteria

Essential

• 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.
• Exceptional customer service skills.
• Able to work on own initiative
• Proactive approach
• Effective organisational skills
• Ability to motivate staff
• Strong interpersonal skills
• Flexibility to meet the needs of the service
• Exceptional organisational skills

Experience

Essential

• Thorough knowledge of patient Administration Processes
• Experience of staff management including recruitment and retention
• Knowledge of Microsoft Office Packages and e-mail technology.
• Organisational and time management skills.
• Appreciation of confidentiality.
• Basic computer literacy and willingness to further computer skills.
• A thorough understanding of all policies and procedures governing the Trusts approach and delivery to Patient Administration.
• An understanding of team management and the policy and procedures governing the Trusts approach to managing staff.

Desirable

• Significant previous secretarial and/or administration experience (as applicable).
• Customer focussed/customer service skills
• Patient centre/PAS National Access Targets awareness
• An understanding of NHS/Trust protocols/policies and procedure
• Diary management experience

Qualifications

Essential

• Good standard of education to minimum of GCSE
• A willingness to undergo personal development and learn new skills

Desirable

• European Computer Driving License (ECDL)

Skills and Behaviours

Essential

• Professional attitude to work, diplomatic and calm under pressure.
• Team player
• Ability to communicate effectively at all levels.
• Flexibility
• Reliability
• Able to work in different working environments
• Ability to prioritise and organise own workload
• Ability to work on their own initiative and to stringent deadlines
• Ability to manage a team of staff.
• A thorough understanding of the patient pathway
• Able to work with staff with varying levels of authority
• A knowledge of the rules governing eligibility for NHS treatment
• 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 themselves and through management of their staff.

Desirable

• Ability to adapt to change of circumstances

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.

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)