Overview
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Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.
We are committed to recruiting to our values. Leading One Culture of Care underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care.
We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require.
We received our Silver Award from the Defence Employer Recognition Scheme which is helping actively promote SaBRE - Supporting Britain\'s Reservists and Employers. This means that we provided its statement of intent to support all Defence personnel and we welcome application to work for us. Find out more - Why Choose CHFT?
Our Future Plans
The Department of Health and Social Care has awarded capital funding to invest in local health services at both Calderdale Royal Hospital and Huddersfield Royal Infirmary. This is a significant investment and an opportunity to enhance services for our populations in Calderdale and Huddersfield and West Yorkshire for generations to come. To find out more, please visit future.cht.nhs.uk
Job overview
We are delighted to offer this exciting opportunity for a high calibre individual to join the Medical Division at Calderdale and Huddersfield NHS Foundation Trust. The role offers an excellent opportunity for a decisive and dynamic individual with line management experience to expand their knowledge and skills.
Previous leadership and NHS experience is highly desirable.
Applicants must possess excellent communication, collaboration and team working skills. The successful applicant must demonstrate strong organisational skills and be analytical, adaptable and motivated.
The creation and maintenance of effective relationships at all levels will be a vital part of this role as you will be responsible for promoting the improvement and quality of administrative practices to support patient care.
You will be a strong motivational team leader for service improvement and work collaboratively with all staff across multiple disciplines to adopt digital change and new ways of working.
Detailed job description and main responsibilities
Pathway Management
* To be the named pathway and failsafe co-ordinator for the directorate ensuring failsafe processes are in place.
* To proactively manage the administration of patient pathways across speciality services and to resolve appointment queries as escalated by the appointment centre and other service areas within the Trust.
* Track patients and actively manage patient\'s clinical pathway to ensure appointments, investigations, MDT discussions and treatments are conducted in a timely manner consistent with their timed clinical pathway and expected appointment scheduling
* Support service improvements in relation to the administration and delivery of patient pathways as required.
* On escalation, liaise with clinical teams to expedite where necessary any interventions which appear to be causing a delay or sit outside expected time scales.
* To track patients through speciality services, implementing processes to ensure patients are not lost to follow-up by ensuring follow-up appointments are available as necessary via the right channel (i.e. via an order).
* To use the 18-week referral to treatment (RTT) to manage all outpatient pathways, working in conjunction with the secretarial/administration teams and appointment centre as appropriate
* To oversee the co-ordination of the patient journey from referral to treatment including long term follow-up within speciality services to ensure a timely and effective delivery of patient care.
* Provide expert knowledge of 18-Week Referral to Treatment rules (RTT), and use them to support the secretarial and administrative teams in managing all patient journeys
* To assess the need to contact individual patients and coordinate completion of any outstanding appointments
* To track new and follow up patients within the service working in conjunction with the appointment centre
* Provide assurance that clinical correspondence and text reminders are uploaded, received and attended within clinically led timeframes
* Be responsible for identifying point of handover for patients on multiple clinical pathways and assign to appropriate administrator
* To demonstrate and understand speciality terminology and the flow through the patient pathways
Outpatient Capacity and Management
* Work with Clinical and Appointment Centre Administration and booking teams to identify capacity and utilisation and ensure timely patient care is delivered.
* Identify, manage and monitor outpatient scheduling and potential capacity issues. Escalate any appointment capacity issues and/or appointment delays to the Operational Manager
* Ensure outpatient clinics are marked with consultant annual leave, audit, study leave, liaising with the Operational Manager as appropriate.
* Act as a point of escalation to the Operational manager, in conjunction with the consultant lead, if any concerns within clinic capacity or patient care are identified
* Ensure the correct booking of patient appointments, prioritising urgent patients as requested by clinicians. This includes liaising with the appointment centre, ensuring patients who do not attend are followed up appropriately at the direction of the clinician.
* Monitor and action incomplete outcomes making sure clinics are cashed up within a timely manner. Liaise with the appropriate clinician to action outcomes that are unavailable.
* Ensure failsafe loop to safeguard patients from being lost to follow-up and to avoid delays to follow-ups - make sure patients at the highest risk of significant, avoidable harm receive follow-up review and/or treatment as scheduled
* Monitor, escalate and amend pathway appointment bookings accordingly, monitoring against waiting targets throughout.
* Support the department to deliver across the range of performance indicators including ASI, holding list, RTT, incomplete outcomes, DNAs and cancellations, complaints and incidents.
* To maintain and be responsible for ensuring data quality on Trust systems
* Appointment slot issue management - working with the clinical service lead to ensure patients are allocated into the most appropriate clinics
* Holding list management - work with clinical leads to ensure patient is allocated into the most appropriate clinics following validation
* Investigate patient DNAs in conjunction with the appointment centre team, communicating the results to the consultants and the operational management team is appropriate
* Reschedule outpatient clinics as requested and in line with Trust policy
* Monitor performance indicators using the Trust Knowledge Portal working with clinicians and service leads to improve patient pathways within the service
* To ensure appointments are in line with the Trust Access Policy inclusive of NICE guidelines highlighting issues in taking corrective action when necessary
* Undertake investigation of any breaches of targets, and put in place actions to resolve and prevent
Line Management
* Line manage the medical secretaries and administrative staff within the directorate admin team
* Implement Trust systems for managing individual performance and for resolving poor performance
* Ensure that annual leave, flexitime and sickness is managed and recorded accurately and that adequate cross cover arrangements are in place for staff in direct line management responsibility
* To provide day to day supervision and work allocation for all secretarial and admin staff within the directorate.
* Lead in the recruitment of staff with the appropriate skills to support the needs of the secretarial and admin team
* Be responsible for continuing personal and professional development of self and staff, undertaking yearly appraisals
* Monitor and manage admin staff compliance with essential safety training and any other role requirements.
* To train and guide all administrative staff in relation to the failsafe policies and procedures and escalate areas of concern to the Operational Manager and clinical lead as appropriate
* Ensure that Standard Operating Procedures are adhered to by all administrative staff within the admin team
* Deal with queries from GPs, doctors, wards and other service areas over the phone or in person in a calm and polite manner and in accordance with the trust policy
General Responsibilities
* To contribute to the running of an effective and tidy administration space using appropriate administrative systems, taking initiative in establishing office procedures, managing own workload and working unsupervised
* Has end to end responsibility in the management and approval of all clinic template changes.
* Excellent communication skills with the ability to build good relationships, manage conflict and have authentic conversations within a challenging environment
* To communicate with all levels of staff within the Trust, Primary Care, Partnership Trusts and patients to obtain a verify relevant information relating to patient care
* To be competent and confident in using EPR and other systems in the department
* To chair and/or actively participate in all appropriate staff meetings and training initiatives
* To be responsible for timely written and verbal communication with patient\'s, clinicians, nursing staff and management
* Awareness of data protection act and freedom of information act and support requests for data as required
* Ensure that all information distributed to patient\'s is accurate and up-to-date
* To deal with complex queries/concerns and support complaint investigations as appropriate, implementing any actions agreed as a result. Liaise with the operational manager for escalation when required.
* To work closely with clinical, operational and governance colleagues to deal with patient queries, complaints, and/or incidents in relation to pathway management and outpatient services within the directorate.
* Safeguard against appointment errors incorrect bookings and location errors
* Escalate any issues that cannot that be directly resolved to the Operational Manager
* Responsibility for checking the quality of data entered onto the failsafe and filing system, to ensure that all national standards are maintained and reportable
* To escalate potential breaches in line with the Trust Escalation Policy, immediately to the Operational manager
* Support senior management team and consultants with capacity and demand modelling within the service
* Support service improvement pathway redesign across the directorate
* Manage communications targets e.g. discharge letters and outpatients letters
* Monitor that all communications to clinical team, primary care, patients and their relatives as well as internal and external organisation are timely and of a high standard
* Liaise closely with other Patient Pathway Managers in other Trust admin teams to ensure a standardised approach to management of patient pathways
* Act as the point of escalation for the secretarial and administration team and associated posts on issues and queries relating to the patient pathway
Person specification
Qualifications
Essential criteria
* Educated to degree or equivalent experience/qualification
* GCSE or equivalent demonstrating competency in numeracy and literacy
* Ability and willingness to undertake all training required to carry out the requirements of the role
Desirable criteria
* Excellent work processing skills/qualifications
Knowledge
Essential criteria
* Previous experience of working in a customer/patient focussed environment within the NHS
* Should have current / recent team leader / line manager experience within a Healthcare environment
* Experience of managing /co-ordinating patient pathways, waiting lists, appointments
* Experience of dealing with patient queries, concerns and anxiety in a reassuring manner
* Demonstrates use of ESR, Microsoft office, EPR, Knowledge Portal and Excel
* Knowledge of national and local targets with respect to patient pathways
* Have a sound understanding of NHS wide initiative and experience of responding positively to ensure local implementation
* Understand and practice the principles of confidentiality at all times
Desirable criteria
* Working within a clinical or administrative environment
* Service Improvement experience in relation to delivering pathways effectively
* Experience of contributing to policy development and Standard Operating Procedures
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential criteria
* Attention to detail
* Ability to self reflect, carry out tasks of own job and identify needs to learn to be able to do the current job better
* A flexible working attitude
* Evidence of ability to manage stressful situations including distress to patients and relatives
* Clear and effective communication
* Able to work autonomously and as part of a team
* Flexible approach to the planning and co-ordination of patient pathways to ensure maximum use of clinical time
* Can work under pressure
Desirable criteria
* Is able to analyse data and produce reports against performance targets
Our vision is to provide One Culture of Care for one another in order that we can provide compassionate care for the people who use our services. We are passionate about creating a workplace where we work together to get results, encouraging colleagues to have their say, in order to co create the change we want to see. We take pride in the diversity of our workforce that\'s why we encourage applications from all. Reasonable adjustments will be made for disabled applicants.
Please ensure your application is submitted with referees who can verify your employment/education history over the last three years and include valid email addresses for them. We will request electronic Factual Employment References from your previous employers. These references will be requested before you are issued with an unconditional offer of employment letter.
Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - GOV.UK website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.
If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system. The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.
You may be required to undertake a DBS. The Trust will administer the DBS check on your behalf and will recover the cost (Enhanced £54.40, Standard £26.40 or Basic £26.40) from your salary when you commence in post (including Internal staff). You will also be required to participate in the DBS Update Service and pay the £16 cost per year. This is a condition of your employment.
CHFT 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.
If you have any questions please contact ask.recruitment@cht.nhs.uk for assistance.
Employer certification / accreditation badges
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.
Documents to download
* JD & PS (PDF, 368.6KB)
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