Job overview
Are you passionate about digital transformation in healthcare? Do you THRIVE in a fast-paced project environment and want to make a real difference to patient experience?
The Patient Access team is recruiting for a Project Support Officer to support the implementation of our new Patient Engagement Portal (PEP). The post holder will be responsible for supporting patient access elements of the implementation activities of the Trust’s PEP. This role will involve coordinating smaller scale, less complex projects that support the optimisation of the Trust's PEP from inception to closure and contributing to multiple, work streams of larger interdependent projects.
Main duties of the job
**Full duties can be found within the Job Description**
You will coordinate patient access elements of the projects within your remit with adjusting your own workload competently under the guidance of the senior colleagues. You will record, file and supply project information as required, and produce project documentation such as agendas, minutes and reports in accordance with project timescales and targets.
As system-administrator, you will act as the first point of contact for the Patient Access team relating to PEP programme enquiries, and other relevant patient access transformation activity enquiries) and as a reference point for related issues. You will also be able to apply your skills in using patient access systems to complete patient transactions (cancelling appointments, validating demographic information, waiting list & referral management, etc.) and improvement of internal patient access systems (waiting list & clinic structuring, eRS service definition etc.).
You will also be required to delegate to relevant colleagues in the patient access team to manage actions at a patient level received through the PEP (appointment changes, demographic amendments, communications / queries) therefore an understanding of patient access processes is required. Additionally, you will work with the service manager to develop / amend policies and processes based on changes following digital change.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Our values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job
Detailed job description and main responsibilities
The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities
You will have an up-to-date knowledge and understanding of the Patient Access and patient pathway management which can be applied to support the implementation of the Patient Engagement Portal (PEP) solutions; alongside the analytical and judgement skills to apply your knowledge in discussions around the resolution of challenges around the implementation of PEP.
You will need to be organised, patient focused and an excellent communicator and planner with the ability to manage competing pressures and priorities which will frequently change. You will also have an interest in monitoring performance, driving change and improving processes and systems.
You will have the ability / communication skills to share product knowledge with end users as required. You will possess excellent writing skills to effectively report progress and providing system support to the team in its use.
You will have the ability to maintain project plans under the guidance of the Service Manager. You will be capable of understanding and documenting complex issues at project meetings and producing accurate and timely minutes and/or action trackers of project meetings and associated supplier and end user discussions. You will be able to work without direct supervision, work will be managed through the monitoring of action logs and progress reports on delegated project tasks. You will assist with the production and maintenance of project plans, risk and issue logs, liaising with team members about progress against plans and reporting deviations as appropriate.
You will have experience with (or a willingness to learn) internal communications design to set up and regularly update project and programme intranet sites in partnership with our communications lead. You will support project communications with key stakeholders, ensuring regular newsletters, e-mail updates and intranet communications are achieved consistently and on time.
Person specification
Qualifications / Knowledge
Essential criteria
1. Diploma level knowledge (or equivalent experience) of outpatient administrative procedures such as (but not limited to) waiting list management/validation; eRS service administration; and outpatient appointment scheduling.
2. Knowledge of Trust Elective Access Policy
3. Knowledge of NHS service delivery models, particularly outpatient and patient access pathways (e-RS, directly bookable service, RAS/CAS etc.)
4. Understanding of data protection, confidentiality, and information governance
5. Proficient in Microsoft Office and collaboration tools (Word, Excel, PowerPoint, Teams, SharePoint).
Desirable criteria
6. Project management qualification / experience
7. Understanding of (or willingness to gain understanding of) project management principles, tools, and methodologies.
8. Relevant training in waiting list / patient pathway management
9. Knowledge of NHS digital initiatives such as the NHS App, Patient Engagement Portals, or eRS.
10. Knowledge of internal patient access systems (iPM, Viper, Evolve, Mediviewer etc.)
Experience
Essential criteria
11. Experience in the NHS secondary care using of hospital IT systems
12. Experience of communicating with a variety of stakeholders (e.g. staff, patients, and external partners) to communicate complex information.
13. Experience collecting, analysing, and presenting data to monitor performance or progress.
14. Experience of NHS reporting or performance frameworks (e.g. RTT, follow-up backlog, or patient flow metrics).
Desirable criteria
15. Experience of working in Outpatients, Patient Access, or similar operational services / managing waiting lists and patient pathways.
16. Proven track record and experience of successful working with colleagues, senior managers and clinicians
17. Experience of providing project or administrative support within a healthcare or similarly complex environment.
18. Experience supporting or coordinating projects focused on service improvement, patient experience, or access.
19. Experience with (or a willingness to learn) internal communications processes
Skills
Essential criteria
20. Excellent organisational and time management skills, with the ability to balance multiple immediate and medium-term priorities simultaneously
21. Strong written and verbal communication skills, able to prepare clear reports, presentations, and meeting notes.
22. Analytical skills to support the service manager in decision making where system-admin knowledge
23. Strong attention to detail and accuracy.
24. Ability to build effective working relationships with clinical, operational, and administrative staff.
25. Confident using digital systems and supporting others in their use.
Desirable criteria
26. Facilitation skills for workshops or stakeholder engagement sessions.
27. Ability to identify risks and issues and escalate appropriately.
28. Experience in producing visual dashboards or infographics to support project communication
Personal Skills
Essential criteria
29. Effective communication skills: ability/communication skills to share product knowledge with end users as required& excellent writing skills to effectively report progress and providing system support to the team in its use.
30. Planning and organisation skills to support the development and management of project plans.
31. You will be able to work without direct supervision
32. Collaborative working skills to work alongside colleagues in patient access, digital, communications and external partners.
33. Ability to travel across sites if/where required
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.