Patient Services Co-ordinator (XN05)

Expected Shortlisting Date:
30/01/2025

Planned Interview Date:
06/02/2025

We are seeking to recruit an enthusiastic and motivated Patient Services Coordinator within Radiology, on a six month secondment or fixed term contract. This role offers an excellent opportunity to develop your skills in managing operational services that are key to diagnostic, cancer, unplanned and planned care metrics. You will be involved in change management, business planning, service delivery, performance management and service improvement.

We are looking for someone who can engage with the teams to provide visible leadership, prioritise workload, challenge appropriately and be flexible in dealing with and responding to change. You must have a good range of interpersonal and communication skills and can build, develop and motivate a team effectively. You will be expected to manage resources and to meet the needs of the service and you will have line management responsibility.

The post will be based at St James's Hospital and will require some cross site working which could include all LTHT sites. Flexible working is available as part of this role. As this is a 6 month role, previous experience of working in Radiology or a similar role is preferred so that the post holder can hit the ground running.

Main duties of the job

Your main roles and responsibilities associated with this post are to manage speciality administration clerical staff to deliver services. The post holders will be expected to work closely with the Assistant Patient Services Coordinators, Cancer Pathway Manager and Business Managers, to support and implement service developments and to manage diagnostic and RTT targets. The post holder will also be expected to work with the wider Radiology team and engage with clinicians and lead radiographers for their areas of responsibility.

The PSC 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.

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 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 CSU.

Principal Duties & Areas of Responsibility

Staff Management

1. Provide leadership, management and supervision to the patient administration team within the CSU.
2. Establish robust communication systems with all staff, ensuring that supervisory staff conduct regular, effective team meetings.
3. Lead the recruitment and selection of patient administration staff within the CSU. Ensure systems are in place for induction and orientation of new staff.
4. Undertake staff appraisals and compile personal development plans in accordance with trust policy. Provide support for staff in undertaking continuing personal development opportunities.
5. 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.
6. Ensure that all members of staff work co-operatively with staff within and outside the CSU to ensure delivery of a high-quality service.
7. Take a lead role in reviewing and implementing new systems to ensure that both the clerical team and medical secretariat function effectively.
8. 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.
9. 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.
10. Develop effective relations with peers, working in co-operation and contributing to cover arrangements for annual leave, sickness and other absence.

Service Management

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Ensure the regular validation of waiting lists, following this up with any necessary action, advice, coaching and/or training of staff.
7. The post holder will support the CSU in the establishment of new ways of working to improve patient access as directed in the NHS Plan, including the implementation of booking systems.
8. Report to the CSU progress and achievement, including any areas of concern and an action plan detailing how these will be resolved.
9. Establish effective systems of working with the CSU core team and with corporate administration and information teams.
10. Ensure that the Patient Access Policy for Diagnostics 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.
11. Ensure that the Patient Access Policy for Diagnostics Elective Inpatient and Daycase Admissions is implemented and that processes are monitored to check compliance with the policy.
12. Lead regular administrative audit meetings in the CSU, selecting patient records for audit and reporting any breach of policy with recommendation for action, to the Business and Procurement Manager.
13. 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.

Information Management

1. 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.
2. 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.
3. Contribute to monthly performance review meetings, providing data for this in a timely manner as requested.

Resource Management

The post holder will establish systems to cover staff annual leave, sickness and vacancies and to reduce expenditure, contributing to the CSU financial plan.

Other Responsibilities

1. 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.
2. 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.
3. Provide operational patient administration/access support and advice to other members of the CSU as required.
4. Support and assist the Business and Procurement Manager and Radiography Service Managers 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:

1. Patient-centred
2. Collaborative
3. Fair
4. Accountable
5. 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:

1. 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.
2. Respect confidentiality in line with National, Trust and local policies and guidelines.
3. A positive and professional attitude.
4. Committed to providing the highest quality of administrative support themselves and through management of their staff.
5. To promote, support and work towards the delivery and achievement of the Trusts and departments objectives.
6. Maintain and improve quality of service.
7. A business-like appearance.
8. Commitment to own personal & professional development as agreed with their line manager.
9. Commitment to their teams personal & professional development.

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.

For further information and an organisation chart please see the attached Job Description and Person Specification.

Person Specification

Qualifications

Essential

• Good general standard of education
• Training in the use of PAS
• Training in Excel, Word and the use of databases

Desirable

• A management or supervisory qualification

Experience

Essential

• Knowledge of Trust access policies and national rules on waiting times reporting
• Understanding of capacity planning and management
• PAS use
• Experience of managing a team of administration staff
• Experience of managing a waiting list, including familiarity with PTLs
• Experience of working with clinicians

Desirable

• Knowledge of CRIS

Skills & behaviours

Essential

• Ability to work well under pressure
• Ability to motivate staff
• Good interpersonal skills
• Ability to organise a group of staff to deliver a defined end
• Ability to re-assess ways of working and design better processes in conjunction with Service Improvement

Other Criteria

Essential

• Some flexibility in terms of working times

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital
Beckett Street
Leeds
LS9 7TF

Any attachments will be accessible after you click to apply.

C9298-RAD-0227