Job summary
Internal vacancy - please note that this vacancy is currently only open to applications from employees of Sheffield Children's
We are looking for a self-motivated individual who can demonstrate great communication, organisational & leadership skills with a commitment to delivering a high quality patient experience.
Working in the Outpatients administration team, you will be a compassionate individual who treats all colleagues, patients and service users with respect and seeks to deliver excellence in your role and be committed to equality, diversity and inclusion.
Main duties of the job
You will manage the day to day Outpatient administration activities to support the provision and delivery of an efficient and effective Outpatient service.
To coordinate work across the outpatient administrative POD's ensuring sufficient resources, skills and knowledge is in place to carry out their day to day tasks.
To support the implementation and development of patient hub incorporating contact centre management, clinic administration and appointment scheduling.
Attend and contribute to Outpatient service delivery meetings including, Divisional Patient Tracking List (PTL), Divisional Forward Look and Non Admitted Activity Group (NAAG)
Responsible for exploring new methods of delivery, working with external providers and other Trusts to adopt new ways of working by sharing best practise.
Lead on specific initiatives applicable to the service, and as directed by the Head of Outpatients and Outpatients Service Manager
Contribute to the delivery of performance targets within the service including referral management, clinic utilisation and clinic outcomes.
Responsible for working with the Learning and Development team to develop and implement a training programme for all staff within Outpatient Administration including:
- Team development through away days and sharing best practice
- Annual review of staff training programmes/induction processes
- Robust training programme for all staff to provide a quality assurance process to ensure staff are competent to carry out all duties
About us
Sheffield Children's is one of three independent, specialist paediatric hospitals in the country, providing dedicated healthcare for children and young people across community, mental health and acute specialist settings.
We have three overarching aims that set the direction for the Trust in our vision "to create a healthier future for children and young people."
- Outstanding patient care
- Brilliant place to work
- Leader in children's health
Our commitment to rewarding colleagues is demonstrated through our brilliant reward and benefits offer including; generous annual leave entitlement and pension scheme and access to salary sacrifice schemes such as cycle to work and lease cars.
We are committed to supporting colleagues from different heritages and lifestyles while at work. This is supported through the offer we have in place for flexible working and the three equality network groups we have in place. Colleagues are encouraged to join these groups and request flexible working.
Job description
Job responsibilities
-
Job Specific Responsibilities
- To have day to day responsibility for the management of the patient access team ensuring sufficient resources are available.
- To develop and coordinate the flow of information to support the team to deliver on the patient access agenda to include; slot utilisation, WNB / health inequalities, care of the complex child and Book Wise room utilisation.
- Work closely with and establish relationships with key stakeholders as part of the outpatient pathway including; Clinicians, Medical Secretaries, PALS, Care Group Managers and OPD Nursing
- To work with external partners including; CCGs, Schools, Local GPs and Transport providers to support the patient access agenda
- Contribute to the review and evaluate the success of patient access in facilitating the coordination and improved attendance for our patients and families.
- To assist in implementing new policies and procedures arising from new national and local initiatives that align to the patient access agenda
- To be aligned with the working relationships of outpatient nursing and contribute to the regular review of current process and procedures.
- Work with project teams, as required, to support the implementation of any new processes and/or systems within the service area.
- Contribute to the review and evaluate service needs to ensure appropriate resources are aligned
- Oversee the day to day management of Book Wise including providing information and training to staff and care groups alike.
Management Responsibilities
- Support the Service Manager for Outpatients Administration in the planning of services identifying resource requirements to ensure that ongoing and future service needs are met.
- Ensure the provision of adequate staffing levels across all service functions, escalating any issues as appropriate to the Service Manager and/or Head of Outpatients as appropriate.
- Manage the recruitment and selection of appropriate staff in accordance with Trust policies
- Manage complex staff issues as appropriate and as and when they arise, in conjunction with HR/Trust policies. For example, managing capability and performance issues and complex staff needs.
- Oversee and manage sickness and absence records, taking appropriate action in line with the Trust policy where required and undertake return to work interviews.
- Managing staff in line with disciplinary and capability policies and procedures.
- Identify opportunities for developing services, assessing complex situations, considering options and developing plans to implement change.
- Support the Service Manager and Head of Outpatients with change including organisational change, projects and programmes of work to improve and promote the outpatient services.
Policies and Procedures
- Investigate complaints within areas of responsibility to comply with the Trusts complaints procedure and ensure complaints are used to inform service development and delivery.
- Communicate effectively with medical staff to ensure compliance with administrative processes and implement changes as required/agreed.
Information and PAS
- Work with internal and external stakeholders to interpret and analyse complex data relating to outpatient services including RTT, patient pathways, data quality and other local and national requirements
- Develop reporting mechanisms for monitoring service targets
- Ensures that high standards of governance are met at all times within the department to contribute to supporting high standards of governance across the organisation.
Communication/Working Relationships
- Ensure robust communication is in place with all key stakeholders
- Develop relationships and meet with other Service Coordinators and leads throughout the Trust to evaluate the impact of any service changes
- Contribute to establishment planning for outpatient administration if new or additional activity is required
- Attendance at any relevant meetings representing outpatients and wider Trust agendas where appropriate and deputise for the Service Manager for Outpatient Administration as and when required.
Risk Management
- Ensure that all areas of responsibility are regularly risk assessed and that risks are identified and managed effectively.
- Monitor health and safety, risk management and quality standards across all areas of responsibility in line with Trust policies and procedures, ensuring all mandatory and statutory training is kept up to date for all staff.
- Contribute to the investigation of formal and informal complaints and reply where appropriate to the Complaints Manager in a timely manner.
General
- Support the Service Manager and/or Head of Outpatients in development and review of service functions and be aware of any cost pressures and capacity plan requirements.
- Be an appropriate authorised signatory for service line budget including ordering of supplies and processing of timesheets.
- Check and report any inconsistencies with the budget and highlight these to the Service Manager and/or Head of Outpatients as required.
- Support the development and implementation of contingency and business continuity strategies and processes to ensure smooth running of the service in the event of a major disruption/disaster.
- Work flexibly across service functions, and locations which will include some home working where appropriate to ensure that continuity of services are maintained and adopt an efficient use of Trust estate space.
Inclusive Recruitment & Selection
We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager: Catherine.Gilbert7@nhs.net
We are currently reviewing our recruitment & selection process and are looking to make our job adverts more inclusive. This will support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity and Inclusion. If you have any ideas in how we can make our recruitment & selection process more inclusive, please get in touch with Catherine Gilbert at Catherine.Gilbert7@nhs.net
Trust Values
The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:
- Compassion leading by kindness and showing empathy, understanding and respect
- Accountability striving to do the right thing and owning responsibility
- Respect value differences, tackling inequality and fostering a culture of inclusion
Excellence delivering a high-quality standard of care
Job description
Job responsibilities
-
Job Specific Responsibilities
- To have day to day responsibility for the management of the patient access team ensuring sufficient resources are available.
- To develop and coordinate the flow of information to support the team to deliver on the patient access agenda to include; slot utilisation, WNB / health inequalities, care of the complex child and Book Wise room utilisation.
- Work closely with and establish relationships with key stakeholders as part of the outpatient pathway including; Clinicians, Medical Secretaries, PALS, Care Group Managers and OPD Nursing
- To work with external partners including; CCGs, Schools, Local GPs and Transport providers to support the patient access agenda
- Contribute to the review and evaluate the success of patient access in facilitating the coordination and improved attendance for our patients and families.
- To assist in implementing new policies and procedures arising from new national and local initiatives that align to the patient access agenda
- To be aligned with the working relationships of outpatient nursing and contribute to the regular review of current process and procedures.
- Work with project teams, as required, to support the implementation of any new processes and/or systems within the service area.
- Contribute to the review and evaluate service needs to ensure appropriate resources are aligned
- Oversee the day to day management of Book Wise including providing information and training to staff and care groups alike.
Management Responsibilities
- Support the Service Manager for Outpatients Administration in the planning of services identifying resource requirements to ensure that ongoing and future service needs are met.
- Ensure the provision of adequate staffing levels across all service functions, escalating any issues as appropriate to the Service Manager and/or Head of Outpatients as appropriate.
- Manage the recruitment and selection of appropriate staff in accordance with Trust policies
- Manage complex staff issues as appropriate and as and when they arise, in conjunction with HR/Trust policies. For example, managing capability and performance issues and complex staff needs.
- Oversee and manage sickness and absence records, taking appropriate action in line with the Trust policy where required and undertake return to work interviews.
- Managing staff in line with disciplinary and capability policies and procedures.
- Identify opportunities for developing services, assessing complex situations, considering options and developing plans to implement change.
- Support the Service Manager and Head of Outpatients with change including organisational change, projects and programmes of work to improve and promote the outpatient services.
Policies and Procedures
- Investigate complaints within areas of responsibility to comply with the Trusts complaints procedure and ensure complaints are used to inform service development and delivery.
- Communicate effectively with medical staff to ensure compliance with administrative processes and implement changes as required/agreed.
Information and PAS
- Work with internal and external stakeholders to interpret and analyse complex data relating to outpatient services including RTT, patient pathways, data quality and other local and national requirements
- Develop reporting mechanisms for monitoring service targets
- Ensures that high standards of governance are met at all times within the department to contribute to supporting high standards of governance across the organisation.
Communication/Working Relationships
- Ensure robust communication is in place with all key stakeholders
- Develop relationships and meet with other Service Coordinators and leads throughout the Trust to evaluate the impact of any service changes
- Contribute to establishment planning for outpatient administration if new or additional activity is required
- Attendance at any relevant meetings representing outpatients and wider Trust agendas where appropriate and deputise for the Service Manager for Outpatient Administration as and when required.
Risk Management
- Ensure that all areas of responsibility are regularly risk assessed and that risks are identified and managed effectively.
- Monitor health and safety, risk management and quality standards across all areas of responsibility in line with Trust policies and procedures, ensuring all mandatory and statutory training is kept up to date for all staff.
- Contribute to the investigation of formal and informal complaints and reply where appropriate to the Complaints Manager in a timely manner.
General
- Support the Service Manager and/or Head of Outpatients in development and review of service functions and be aware of any cost pressures and capacity plan requirements.
- Be an appropriate authorised signatory for service line budget including ordering of supplies and processing of timesheets.
- Check and report any inconsistencies with the budget and highlight these to the Service Manager and/or Head of Outpatients as required.
- Support the development and implementation of contingency and business continuity strategies and processes to ensure smooth running of the service in the event of a major disruption/disaster.
- Work flexibly across service functions, and locations which will include some home working where appropriate to ensure that continuity of services are maintained and adopt an efficient use of Trust estate space.
Inclusive Recruitment & Selection
We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager: Catherine.Gilbert7@nhs.net
We are currently reviewing our recruitment & selection process and are looking to make our job adverts more inclusive. This will support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity and Inclusion. If you have any ideas in how we can make our recruitment & selection process more inclusive, please get in touch with Catherine Gilbert at Catherine.Gilbert7@nhs.net
Trust Values
The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:
- Compassion leading by kindness and showing empathy, understanding and respect
- Accountability striving to do the right thing and owning responsibility
- Respect value differences, tackling inequality and fostering a culture of inclusion
Excellence delivering a high-quality standard of care
Person Specification
Qualifications and Training
Essential
- Educated to GCSE standard or recent equivalent level of experience.
Desirable
- Evidence of continuous professional development
Experience
Essential
- Managerial experience of large administrative teams
- Significant experience of using different IT packages and information systems
- Experience of a PAS Outpatient module
- Experience of building effective relationships with a wide range of stakeholders at all levels of seniority in order to engage with them specific to the service function.
- Experience of service improvement.
Desirable
- Knowledge and understanding of the 18-week referral to treatment standards.
- Experience of managing patient pathways and review lists
- Knowledge and understanding of managing a large booking centre service and its staff
Knowledge and Skills
Essential
- Ability to identify and investigate inconsistencies in data
- Ability to give presentations to staff to inform and influence practice
- Ability to lead meetings and discussions with teams across the health community
- Ability to plan and prioritise a wide range of competing priorities of own workload and that of the team to meet deadlines liaising with other stakeholders as appropriate
- Excellent interpersonal skills with the ability to influence and negotiate where necessary
- Ability to use own initiative to improve process and procedures
- Ability to deal with large groups of staff at all levels confidently and effectively
- Ability to work autonomously and as part of a team
- Ability to overcome barriers to engagement by stakeholders using persuasive communications
- Ability to interpret and work within local and complex policies, procedures and practice
Desirable
- Ability to demonstrate knowledge and understanding of the principles of staff management
- Knowledge of medical terminology.
Person Specification
Qualifications and Training
Essential
- Educated to GCSE standard or recent equivalent level of experience.
Desirable
- Evidence of continuous professional development
Experience
Essential
- Managerial experience of large administrative teams
- Significant experience of using different IT packages and information systems
- Experience of a PAS Outpatient module
- Experience of building effective relationships with a wide range of stakeholders at all levels of seniority in order to engage with them specific to the service function.
- Experience of service improvement.
Desirable
- Knowledge and understanding of the 18-week referral to treatment standards.
- Experience of managing patient pathways and review lists
- Knowledge and understanding of managing a large booking centre service and its staff
Knowledge and Skills
Essential
- Ability to identify and investigate inconsistencies in data
- Ability to give presentations to staff to inform and influence practice
- Ability to lead meetings and discussions with teams across the health community
- Ability to plan and prioritise a wide range of competing priorities of own workload and that of the team to meet deadlines liaising with other stakeholders as appropriate
- Excellent interpersonal skills with the ability to influence and negotiate where necessary
- Ability to use own initiative to improve process and procedures
- Ability to deal with large groups of staff at all levels confidently and effectively
- Ability to work autonomously and as part of a team
- Ability to overcome barriers to engagement by stakeholders using persuasive communications
- Ability to interpret and work within local and complex policies, procedures and practice
Desirable
- Ability to demonstrate knowledge and understanding of the principles of staff management
- 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
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).
