Assistant Patient Services Co-ordinator (XN04)inLeedsinLeedsPUBLISHED FRI 21 MAR 2025

We are excited to advertise a full time Assistant Patient Services Coordinator position to join our Outpatient Admin team, based at Chapel Allerton Hospital.

The successful applicant will provide managerial support to clerical teams and will be responsible for the day-to-day activities of a busy patient administration team - including the management of the Outpatient Supervisors and Clerical Officers. The post holder must have the ability to organise and motivate the team to help achieve our Key Performance Indicators.

The Outpatient team are based at Leeds General Infirmary, Chapel Allerton Hospital, Seacroft Hospital, Wharfedale Hospital and St James University Hospital and at Community Diagnostic Centres in Beeston and Armley. The Outpatient Administration team collaborate with the Referral and Booking Service, Outpatient Nursing, Switchboard, Phlebotomy and the Robotic Process Automation team. Together we form the Outpatient Clinical Service Unit.

The main attributes we are looking for include being flexible, reliable, proactive, professional with an ability to remain calm under pressure.

Flexible working including some working from home can be supported in this role, but regular on site working and travel between sites, is required to ensure adequate support for the clerical teams.

Expected Shortlisting Date

15/04/2025

Planned Interview Date

28/04/2025

The Assistant Patient Services Coordinators provide a high-quality service in line with Trust standards and policies. They are required to communicate sensitivity and effectively with a wide range of people including medical staff, patients and colleagues.

The post holder will manage their defined areas within the Outpatient team and will be responsible for prioritising work, developing staff, reviewing working practices to ensure effective services, ensuring that processes and procedures comply with legislation requirements covering Health & Safety, Data Protection and Confidentiality.

The ability to work flexibly and across multiple sites is essential for this role. The role will also require working Monday to Friday but occasional weekend working may be required in future.

The Assistant Patient Services Coordinator team report into the Outpatient Site and Support Managers and will also work with the wider management team including the Business Manager. The Assistant Patient Services Coordinators also support and collaborate with various Clinical Service Units across the trust, which includes working with clinical teams such as doctors, nurses and phlebotomists.

If you have the skills and experience to deliver a highly organised, patient centred service and would like to manage a friendly team this could be the role for you!

About us

The Assistant PSC will manage their defined areas within the Directorate and 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. They will ensure that processes/procedures comply with legislation requirements covering Health & Safety, Data Protection and Confidentiality.

Some of the essential skills required include a good standard of basic education, ability to work on own initiative and to tight deadlines, ability to manage a team of staff and a thorough understanding of the patient pathway.

Core Behaviours and Skills

Personal

Motivated

Professional attitude and behaviour

Able to adapt to service led changes

Flexible approach to working practices and duties

Attention to detail

Good Time Keeping

Communication

Literacy

Numeracy

Verbal, non-verbal

Able to communicate with all levels of staff

Responsibility to others

Customer Care kills

Reliable

Trustworthy

Principal Duties and Areas of Responsibility include the co-ordination of the day-to-day activities of the administration team including clerical officers and supervisors. Being actively involved in the recruitment process end to end. Continually review staffing levels ensuring there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service.

Train and supervise members of the team in all aspects of patient administration including the service and exceptional customer service. Motivate and improve performance promoting team values to achieve required outcomes. Contribute and identify the planning of development needs for the team and individuals. Contribute to staff performance and appraisal reviews.

Being responsible for the collection of data and performing regular audits, understanding how to present information and take actions where necessary. Monitor the processes carried out within the administration team and ensure all are completed within agreed timescales.

Deal with complex enquires from staff/patients/relatives/visitors investigating and researching matters thereby providing information and guidance with advice for others to ensure their queries have been dealt with. This could involve managing the complaints process, monitoring response times, seeking out information to prepare a straightforward response in a timely manner.

Must take responsibility in agreement with his/her line manager for own personal development. Must undertake all mandatory training as required for the role.

Mental Effort - There is a frequent requirement for concentration where the work pattern is predictable. There is an occasional requirement for concentration where the work pattern is unpredictable. Regular concentration required to manage a team making sure Patient Access Policy and Procedures are adhered to.

Emotional Effort - Post holder may rarely be required to deal with information about patients that are seriously ill. Being a point of contact for patients to make complaints, the Asst. PSC would be expected to deal with the situation and attempt to resolve any issues that arise