Areyou a dynamic leader with a passion for organisation, innovation, and serviceexcellence? The Leeds Teaching Hospitals NHS Trust is looking for a dedicatedPatient Services Coordinator to become an essential part of our ENT (Ear,Nose and Throat) team. This role would be perfect for any individual lookingfor a fast paced and varied role. The successful candidate will beaccountable for the day to day management of patient pathways, both inpatientand outpatient, ensuring that all patients are seen within the required timescales and in accordance with NHS targets and Trust policies. Line managementof the clerical team will be required as well as day to day liaison with theclinical team including Consultants, Trainee Registrars, Theatre staff andNursing Teams.
Therole will be full time (37.5 hours/week), Monday - Friday covering officehours between 8.30-4.30 or 9-5.
Expected ShortlistingDate
11/07/2025
Planned InterviewDate
23/07/2025
Main duties of the job
Thepost holder will provide managerial support to administrative and clericalstaff on relevant sites within the Trust. They will be responsible for theday to day operational management of patient administration and accessservices. The post holder will ensure the provision of a highly effectivepatient administration service within the department. They will also providesupport and advice on patient administration/access related issues to coremembers of the clinical management team.
Keyresponsibilities will include:
Leadingand managing the patient administration team, coordinate recruitment,training, and development of administrative staff, conducting regularappraisals and ensure adherence to trust policies on attendance, grievance,and performance management, promoting teamwork and effective communicationwithin the CSU.
Servicedelivery - ensuring administration processes meet high-quality standards andpatient needs, oversee outpatient clinic utilisation and waiting listmanagement, maintaining compliance with the Trusts Patient Access Policiesfor outpatient and inpatient management, identifying opportunities forprocess improvement and implement solutions collaboratively.
OperationalManagement - report progress, identify issues, and present actionablesolutions, investigate and resolve complaints related to administrativeservices, establish coverage systems to ensure service continuity duringstaff absences.
About us
INFORMATIONABOUT THE ENT DEPARTMENT
Leedsis a large city with the third largest metropolitan population in thecountry. The Leeds Teaching Hospitals NHS Trust is one of the largest NHSTrusts in the UK. The Bexley Wing of St James Hospital is a state of the artoncology centre, serving the whole region.
TheENT department has recently been rehoused in a new area on C Floor,Brotherton Wing, offering adjacency of clinic, consultant office, secretariesand management staff, which greatly enhances the working environment.Theatres are in the same area as our related specialties, allowing ease ofinterspecialty work. The paediatric work is carried out in the adjacentChildrens Hospital.
TheENT Department comprises 15 substantive Consultants, 7 middle grades and 8juniors (GP registrars, core surgical trainees and aspiring ENT surgeons),delivering a high quality tertiary referral ENT Service.
LeedsTeaching Hospitals is committed to our process of redeploying 'at risk'members of our existing workforce to new roles. As such, all our job advertsare subject to this policy and we reserve the right to close, delay or removeadverts while this process is completed. If you do experience a delay in theshortlisting stage of the recruitment cycle, please bear with us while thisprocess is completed, and contact the named contact if you have anyquestions.
Job responsibilities
STAFFMANAGEMENT
Provide leadership, management andsupervision to the patient administration team within the CSU.
Establish robust communicationsystems with all staff, ensuring that supervisory staff conduct regular,effective team meetings.
Lead the recruitment and selectionof patient administration staff within the CSU. Ensure systems are in placefor induction and orientation of new staff.
Undertake staff appraisals andcompile personal development plans in accordance with trust policy. Providesupport for staff in undertaking continuing personal developmentopportunities.
Implement Trust AttendanceManagement policy and maintain records for all staff. Manage staff annualleave, sickness absence, capability and staff grievances with support asrequired.
Ensure that all members of staffwork co-operatively with staff within and outside the CSU to ensure deliveryof a high quality service.
Take a lead role in reviewing andimplementing new systems to ensure that both the clerical team and medicalsecretariat function effectively and within delegated budgets.
Ensure that both an effectiveworking relationship and good communication is maintained between all gradesof staff, promoting positive morale within the team through mutualco-operation.
Establish and maintain effectivetraining plans to ensure that staff follow correct policy and procedure andrespond to developments in the service. Ensure that staff are able to useelectronic patient administration systems, providing support where appropriate.
Develop effective relations withpeers, working in co-operation and contributing to cover arrangements forannual leave, sickness and other absence.
SERVICEMANAGEMENT
Ensure that the provision ofadministration/access processes and services are of the highest quality andthat they are responsive to the needs of patients, carers and the clinicalteams, and that all processes adhere to Trust policy.
Take a lead role in soliciting theviews of patients, carers and members of the public in respect of theadministrative services provided by the CSU.
Ensure that outpatient clinics andappointments processes are administered effectively and that relevant qualitystandards are correctly measured and monitored; respond to problems andresolve appropriately.
Ensure that theatre and bedcapacity are used effectively. Throughliaison with clinical and ward based teams including Site Matrons, jointlymanage the daily elective and acute demand for admission and treatment ensuringthat patients are treated in chronological order and clinical priority.
Ensure effective systems formonitoring and validating activity are in place. Monitor waiting lists on aweekly basis. Identify and respond appropriately to potential problems andwork with other members of the CSU to ensure patients are seen within agreedlocal and NHS Plan target times.
Ensure the regular validation ofwaiting lists, following this up with any necessary action, advice, coachingand/or training of staff.
The post holder will support theirline manager to lead the establishment of new ways of working to improvepatient access as directed in the NHS Plan, including the implementation ofbooking systems.
Report to the CSU progress andachievement, including any areas of concern and an action plan detailing howthese will be resolved.
Establish effective systems ofworking with the CSU core team and with corporate administration andinformation teams.
Ensure that the Patient AccessPolicy for Outpatient Management is implemented and that clinics are utilisedefficiently, including ensuring the DNA policy is implemented as agreed bythe CSU. Monitor reduced and cancelled clinics and respond appropriately inline with this policy.
Ensure that the Patient AccessPolicy for Patients Waiting for Elective Inpatient and Daycase Admissions isimplemented and that processes are monitored to check compliance with thepolicy.
Lead casenote audit meetings in theCSU, selecting patient records for audit and reporting any breach of policywith recommendation for action, to the Business Manager.
Investigate complaints relating toadministration/access issues and implement changes in practice as required.Address the concerns of patients and service users and respond to theirsuggestions for local quality improvements.
Plans rotas and staff cover for oneor more teams of staff, including Clerical Officers, Medical Secretaries,Supervisors and Assistant PSCs. Thismay mean staff movement between hospital sites.
Plans and organises service changeswithin their speciality eg. service reconfiguration organising office andstaff movement to a new building and planning the office layout.
INFORMATIONMANAGEMENT
Ensure the appropriate recording,monitoring and management of inpatient and outpatient waiting lists,providing regular reports to agreed timescales. Identify and resolve anyproblems highlighted as a result of the monitoring undertaken.
Implementation and monitor systemsfor timely and accurate collection and recording of patient related data, inconjunction with the CSU and Corporate Information staff. Identify andresolve any problems highlighted as a result of the monitoring undertaken.
Contribute to monthly performancereview meetings, providing data for this in a timely manner as requested.
RESOURCEMANAGEMENT
The post holder will support theirline manger with the management of staff and non-staffing budgets; ensuringthat available resources are deployed efficiently and effectively to supportthe administrative and operational processes.
Establish systems to cover staffannual leave, sickness and vacancies and to reduce expenditure, contributingto the CSU financial plan.
OTHERRESPONSIBILITIES
All employees must maintain strictconfidentiality in respect of patient and staff records. Comply with therequirements of the Caldicott Report, the Data Protection Act, Access toHealth Records Act., Mental Health Act and subsequent legislation issued inrelation to confidential data. Ensure all staff practice in accordance withthese guidelines.
Maintain a safe workingenvironment, complying with Health and Safety policies and regulations.Undertake and facilitate risk assessments as required, take any correctiveaction required and record any untoward risk incidents in accordance withtrust procedures.
Provide operational patientadministration/access support and advice to other members of the CSU asrequired.
Support and assist the BusinessManager with other projects and responsibilities as required.
Person Specification
Experience
* Experience of managing a team of administration staff
* Experience of managing a waiting list, including familiarity with PTLs
* Experience of working with clinicians
* Demonstrable understanding of the management of patient administration processes within Healthcare Services
* Experience of working in a multi-disciplinary setting and working with office systems.
* Experience of service re-design
Skills and Behaviours
* Excellent written and oral communication skills with proven interpersonal skills
* Knowledge of reviewing, monitoring and developing appropriate administration processes and systems with the Patient Pathway and Access Team in line with Trust and local policies
* A thorough knowledge of work practices and procedures across the patient administration process within the Trust and wider NHS
* Knowledge of Trust access policies and national rules on waiting times reporting
* Ability to work well under pressure
* Understanding of capacity planning and management
Qualifications
* Good general standard of education
* Training in the use of PAS
* Training in Excel, Word and the use of databases
* A management or supervisory qualification (or ongoing)
Other Criteria
* 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
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.
£31,049 to £37,796 a yearsubject to the pay award
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