Patient Services Co-ordinator (XN05)

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 sensitivity 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

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/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.

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 ...