Job summary
This
is an exciting opportunity for a proactive individual to develop their
administrations skills and work within a busy team.
You will work
as the point of contact for all administrative issues relating to patient's
pathway of care, working alongside Consultants and administrative colleagues.
The post holder
will be responsible for answering patient queries via telephone, email and face
to face, booking clinical appointments, liaising with clinicians, ensuring
capacity is appropriately used, problem solving, RTT, using the Trust's medical
transcription system and ensuring that letters are processed in accordance with
SOPs.
Main duties of the job
The
post holder will be the point of contact for all administrative issues relating
to patients' pathway of care. The post holder will provide support in the proactive
management of the patient pathway from referral to discharge, ensuring the
entire pathway is managed smoothly.
The post holder
will ensure high levels of patient and clinician satisfaction by being an
accessible, customer focused and knowledgeable point of contact. To provide a
consistent approach across the Trust, Standard Operating Procedures (SOPs) will
describe how the functions of the role will be carried out, along with the
timescales to which are to be adhered.
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
Key Responsibilities
-
Responsible for monitoring waiting times through
use of the primary targeting lists (PTL) escalating any potential breaches to
relevant service manager.
-
Regular review of available capacity and current
demand through coordination of control tower meetings.
-
To manage inpatient, day case, outpatient and
diagnostic waiting list issues.
-
Monitor the patient journey times from PTL lists
and;
-
Work with Medical Secretaries and their manager
supporting them to ensure wait times are in line with 18 week performance
target.
- Liaise
with other departments such as diagnostics to escalate appointments required
for speedy diagnostics.
- Work
with speciality staff to ensure the efficient and effective use of clinic areas
and day case capacity within units setting up extra capacity where needed.
- Liaise
with consultants to ensure the appropriate management of outpatients processes,
implementing new systems and processes where required.
-
To keep up to date with national and local waiting
time targets for inpatient, day case, outpatient and diagnostic services.
-
To monitor consultant leave and junior doctor
rotas and the impact on clinics making recommendations for improvement.
-
To identify and investigate areas for potential
service improvement in terms of waiting list and clinic management and feedback
to the relevant Patient Services Manager.
-
To identify inequitable capacity in services
across the three sites.
-
Provide regular support and training where
appropriate to junior administrative and clerical staff within the units.
-
Work with the Business Manager and the Patient
Services Manager to implement identified areas for service improvement.
-
Responsible for ensuring information relevant to
waiting lists is provided to relevant Trust staff as required.
-
To respond fully and promptly to queries from
the information department and others requesting information on waiting lists,
maintaining patient confidentiality at all times.
-
Ensure that waiting lists are validated in order
to ensure data quality.
-
Facilitate service control tower and access meetings.
-
To support the units to ensure efficient and
effective practice and daily operation.
-
To monitor patient experience in units of
responsibility and act as required considering resource implications to improve
quality.
-
To assist in the investigation of relevant
complaints where required.
-
To ensure relevant Trust policies are
implemented, maintained, monitored and reviewed across all sites.
-
To collate and disseminate information relating
to unit performance and identified key performance indicators.
-
Supporting delivery of information and reports
as requested by the Business Manager.
-
To support the Associate Director of Operations
to achieve the service and Trust objectives / Key Performance Indicators.
-
To produce reports for the CSG as required.
-
Any other duties/responsibilities as delegated
by the ADO to support the function and development of the service.
Job description
Job responsibilities
Key Responsibilities
-
Responsible for monitoring waiting times through
use of the primary targeting lists (PTL) escalating any potential breaches to
relevant service manager.
-
Regular review of available capacity and current
demand through coordination of control tower meetings.
-
To manage inpatient, day case, outpatient and
diagnostic waiting list issues.
-
Monitor the patient journey times from PTL lists
and;
-
Work with Medical Secretaries and their manager
supporting them to ensure wait times are in line with 18 week performance
target.
- Liaise
with other departments such as diagnostics to escalate appointments required
for speedy diagnostics.
- Work
with speciality staff to ensure the efficient and effective use of clinic areas
and day case capacity within units setting up extra capacity where needed.
- Liaise
with consultants to ensure the appropriate management of outpatients processes,
implementing new systems and processes where required.
-
To keep up to date with national and local waiting
time targets for inpatient, day case, outpatient and diagnostic services.
-
To monitor consultant leave and junior doctor
rotas and the impact on clinics making recommendations for improvement.
-
To identify and investigate areas for potential
service improvement in terms of waiting list and clinic management and feedback
to the relevant Patient Services Manager.
-
To identify inequitable capacity in services
across the three sites.
-
Provide regular support and training where
appropriate to junior administrative and clerical staff within the units.
-
Work with the Business Manager and the Patient
Services Manager to implement identified areas for service improvement.
-
Responsible for ensuring information relevant to
waiting lists is provided to relevant Trust staff as required.
-
To respond fully and promptly to queries from
the information department and others requesting information on waiting lists,
maintaining patient confidentiality at all times.
-
Ensure that waiting lists are validated in order
to ensure data quality.
-
Facilitate service control tower and access meetings.
-
To support the units to ensure efficient and
effective practice and daily operation.
-
To monitor patient experience in units of
responsibility and act as required considering resource implications to improve
quality.
-
To assist in the investigation of relevant
complaints where required.
-
To ensure relevant Trust policies are
implemented, maintained, monitored and reviewed across all sites.
-
To collate and disseminate information relating
to unit performance and identified key performance indicators.
-
Supporting delivery of information and reports
as requested by the Business Manager.
-
To support the Associate Director of Operations
to achieve the service and Trust objectives / Key Performance Indicators.
-
To produce reports for the CSG as required.
-
Any other duties/responsibilities as delegated
by the ADO to support the function and development of the service.
Person Specification
Qualifications
Essential
- NVQ3 or equivalent in Business Administration / or ILM qualification (or equivalent experience)
- Sound educational background (4 GCSEs, grade C or above)
Desirable
- NVQ4 or equivalent in Business Administration/ILM qualification
- ECDL
Experience
Essential
- Microsoft Word/excel/email knowledge
- Experience of working to targets
- Experience of working with a busy/demanding environment
Desirable
- Previous Trust PAS or Similar Healthcare administration systems Experience
- Health care experience
- Waiting list or Outpatient management experience
- Experience of the 18 week agenda
- Experience of capacity and demand
Knowledge and Awareness
Essential
- Understanding and knowledge of the Data Protection Act.
- Awareness of own limitations.
- Good understanding of the 18 week target and associated rules.
- Effective written, verbal and telephone communication skills
- Ability to stay calm and show tact and empathy in a potentially hostile environment
Desirable
- Awareness of Health & Safety issues
- Awareness of Moving & Handling issues.
- Understanding and knowledge of Caldicott
- Knowledge of medical terminology
Person Specification
Qualifications
Essential
- NVQ3 or equivalent in Business Administration / or ILM qualification (or equivalent experience)
- Sound educational background (4 GCSEs, grade C or above)
Desirable
- NVQ4 or equivalent in Business Administration/ILM qualification
- ECDL
Experience
Essential
- Microsoft Word/excel/email knowledge
- Experience of working to targets
- Experience of working with a busy/demanding environment
Desirable
- Previous Trust PAS or Similar Healthcare administration systems Experience
- Health care experience
- Waiting list or Outpatient management experience
- Experience of the 18 week agenda
- Experience of capacity and demand
Knowledge and Awareness
Essential
- Understanding and knowledge of the Data Protection Act.
- Awareness of own limitations.
- Good understanding of the 18 week target and associated rules.
- Effective written, verbal and telephone communication skills
- Ability to stay calm and show tact and empathy in a potentially hostile environment
Desirable
- Awareness of Health & Safety issues
- Awareness of Moving & Handling issues.
- Understanding and knowledge of Caldicott
- Knowledge of medical terminology
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
