Patient Services Co-ordinator (XN05)

NHS; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job description

An exciting and rewarding opportunity has arisen to join the Trauma and Related Services Clinical Service Unit (CSU). We are looking for a focused and highly motivated individual to join the management team in the role of Patient Services Coordinator (PSC), in Plastic Surgery, on a full time, permanent basis.

This post is pivotal in providing key operational support to ensure the delivery of a quality, patient focused service, with a key focus on day to day RTT management within the CSU. The postholder will join an established and supportive management team in the CSU. The successful candidate will be required to work with clinicians and administrative teams to support in the elective recovery for Trauma Related Services; there will be a requirement to work within all of our specialties but this will be agreed upon with the successful candidate.

Main duties of the job

The post holder will be required to manage day to day aspects of service delivery, with a focus on achieving and monitoring access delivery performance in line with LTHT Trust policies and managing a motivated administrative and secretarial team. This will include day to day management as well as any grievance, absence and appraisals.

The post holder will be required to develop professional relationships with a wide range of key stakeholders in order to support the delivery functions of the service. The ideal candidate will have experience of working in an operational environment within the NHS.

The role would suit someone with experience in an APSC or a PSC role who is looking for a new challenge. For the right person, this is a role that is both demanding and challenging, but also rewarding, with the chance to develop your skills and career in a high profile and supportive trust.

The successful candidate will be able to demonstrate:

1. Strong delivery acumen with a proven track record in this area.
2. The ability to utilise and interpret data to achieve best results.
3. Capability to work effectively under pressure, multi-task and prioritise heavy workloads.
4. Maintenance of professional integrity at all times.
5. An adaptable, can-do and team work based attitude.

For further information or an informal discussion about this position please contact:

About us

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.

Job responsibilities

JOB PURPOSE

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 a high-quality service in line with Trust policies and standards and will be required to communicate sensitively and effectively with a wide range of people including medical staff, patients and colleagues.

JOB DIMENSIONS

The postholder will provide managerial support to administrative and clerical staff on relevant sites within the Trust. You will be responsible for the day to day operational management of patient administration and access services for the Trauma and Related Services Clinical Service Unit (CSU). You will ensure the provision of a highly effective patient administration service within the CSU by reviewing working practices to ensure the effective running of the department and effective communication structures are implemented. In addition, you will ensure that appropriate systems are in place to enable the CSU to achieve patient delivery targets and that the processes/procedures comply with legislation requirements covering Health & Safety, Data Protection and Confidentiality.

You will also provide support and advice on patient administration/delivery related issues to core members of the clinical and administrative management team.

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 cooperatively 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 and within delegated budgets.
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/delivery 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 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.
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 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.
11. 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.
12. Lead case note audit meetings in the CSU, selecting patient records for audit and reporting any breach of policy with recommendation for action, to the Business 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.
14. 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.
15. Plans and organises service changes within their speciality e.g. service reconfiguration organising office and staff movement to a new building and planning the office layout.

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 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.

Person Specification

Skills & behaviours

• 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 others
• Ability to work well under pressure
• Openness, honesty and integrity

Experience

• Experience of managing a team of administration staff
• Experience of managing a waiting list, including familiarity with PTLs
• Experience of working with clinicians
• Training in Excel, Word and the use of databases
• Training in the use of PAS
• Experience of service re-design

Additional Requirements

• Some flexibility in terms of working times
• Understanding of capacity planning and management

Qualifications

• Good general standard of education
• A management or supervisory qualification

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.