Patient Services Co-ordinator (XN05)

Leeds Teaching Hospitals NHS Trust; Leeds; On-site; GBP 29,000 - 37,000; Full time

Job description

Job Summary

Expected Shortlisting Date: 26/03/2025

Planned Interview Date: 01/04/2025

We are seeking to recruit an enthusiastic and motivated Patient Services Co-ordinator to join the leadership team in Endocrinology at Leeds Teaching Hospitals. We are looking for someone who is able to engage with the administration and clinical teams to provide day to day operational management of the administration service and outpatient access delivery targets for the service.

The successful candidate will be experienced in working with the administration team to deliver a highly effective patient administration service, supporting change to deliver outpatient transformation projects, service delivery, and delivering quality improvement. The post holder must have a good range of interpersonal and communication skills, be self-motivated, and have the ability to build and develop relationships to motivate a team effectively. They will be expected to manage resources to meet the needs of the service and will line manage the administration staff supporting the department.

We would be happy to discuss flexible working options with potential candidates.

Main duties of the job

• To provide day to day oversight and leadership to the Endocrinology administration team.
• To provide support and advice on patient administration and access related issues to members of the clinical and wider team.
• To monitor and report on key performance indicators and outpatient access targets.

The successful candidate will need a strong focus on developing team members to deliver a high quality administration service, which supports clinical delivery and aligns to improving patient experience and safety.

The role will predominately have responsibility for outpatient access delivery for Endocrinology ensuring our patients are seen within the fastest times possible adhering to government targets. You will be responsible for regular validation, leading on finding solutions and presenting the data at weekly access meetings and the departmental team meetings monthly.

The post holder will support projects for service improvements and developments which aim to further the delivery of the service and the experience of patients and staff. They will also lead on recruitment and induction for the administration service.

About Us

Leeds Teaching Hospitals (LTHT) is one of the largest NHS Trusts in the UK, employing over 20,000 people. Our Leeds Way values, standards, and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues, and the wider community. As an employer, we always look after our people too. As part of your role with us here in Leeds, you'll enjoy significant investment in your professional development and personal development via training and career progression opportunities plus excellent rewards and benefits to ensure your NHS career in Leeds suits your aspirations and lifestyle. There is a staff shuttle in operation from the train station to St James Hospital.

The Endocrinology service is a regional tertiary centre which provides high quality care for people living with endocrinology conditions.

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Date posted: 04 March 2025

Pay scheme: Agenda for change

Band: Band 5

Salary: £29,970 to £36,483 a year

Contract: Permanent

Working pattern: Full-time, Flexible working

Reference number: C9298-SIM-169

Job locations: St. James's University Hospital, Beckett Street, Leeds, LS9 7TF

Job Description

Job responsibilities

To ensure the provision of an efficient and effective administration service to support the delivery of clinical services to patients. The post holder 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 post holder 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.

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, Medical Secretaries, Supervisors and Assistant PSCs. 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.

Implementation and monitor systems for timely and accurate collection and recording of patient related data, in conjunction with the CSU and Corporate Information staff. Identify and resolve any problems highlighted as a result of the monitoring undertaken.

Contribute to monthly performance review meetings, providing data for this in a timely manner as requested.

RESOURCE MANAGEMENT

The post holder will support their line manager with the management of staff and non-staffing budgets; ensuring that available resources are deployed efficiently and effectively to support the administrative and operational processes.

Establish systems to cover staff annual leave, sickness and vacancies and to reduce expenditure, contributing to the CSU financial plan.

Other Responsibilities

All employees must maintain strict confidentiality in respect of patient and staff records. Comply with the requirements of the Caldicott Report, the Data Protection Act, Access to Health Records Act, Mental Health Act and subsequent legislation issued in relation to confidential data. Ensure all staff practice in accordance with these guidelines.

Maintain a safe working environment, complying with Health and Safety policies and regulations. Undertake and facilitate risk assessments as required, take any corrective action required and record any untoward risk incidents in accordance with trust procedures.

Provide operational patient administration/access support and advice to other members of the CSU as required.

Support and assist the Business Manager with other projects and responsibilities as required.

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 one's 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.

WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT)

Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients. By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change.

WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.