• Job Description

  Req#: C9298-OPD-0075?language=en&page=73&sort=publicationDateDesc

  Job summary

  The Referral and Booking Service Department comprises of small teams working within specialities, they have the responsibility for the registration and booking of patients for Outpatient appointments at the Leeds Teaching Hospitals NHS Trust, based at St. Jamess.

  The post holder will provide a high-quality service in line with Trust standards and be able to communicate sensitivity and effectively with a wide range of people including medical staff, patients and colleagues. Support the BSM and the BM in delivering the services for the Directorate.

  The post holder will be required to co-ordinate the day- to- day activities of a busy patient administration team and clerical staff, and must have the ability to organise and motivate their team to deliver targets and be able to adhere to the Leeds Way Values of delivering a Patient Centred, Collaborative, Empowered, Accountable and Fair work environment.

  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.

  Please note: The hours of work are Monday to Friday 37.5 hours per week. The post holder would be expected to work on the other sites if required.

  Main duties of the job

  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.

  May be required to work outside core office hours.

  About us

  Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:

  All our actions and endeavours will be guided and evaluated through these values

  Additionally the following are core values which relate specifically to this post:

  The jobholder will place a high value on the quality of service by ensuring that all documentation is received, checked and processed appropriately, in line with departmental procedures

  Respect the contribution of all members within the team/department and the importance of working together to ensure a high standard of patient care

  Recognise the importance of Data Protection and confidentiality

  Be aware of what information can be disclosed to staff, patients and other agencies

  Integrity, openness and honesty

  Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

  Details

  Date posted

  04 July 2025

  Pay scheme

  Agenda for change

  Band

  Band 4

  Salary

  £27,485 to £30,162 a year

  Contract

  Permanent

  Working pattern

  Full-time, Flexible working

  Reference number

  C9298-OPD-0075

  Job locations

  St. James's University Hospital

  Beckett Street

  Leeds

  LS9 7TF

  
  

  Job description

  Job responsibilities

  The Assistant PSC will provide a high quality service in line with Trust standards and be able to communicate sensitivity and effectively with a wide range of people including medical staff, patients and colleagues. Support the Patient Services Co-ordinator and the Business Manager in delivering the services for the Directorate.

  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.

  May be required to work outside core office hours.

  Staff Supervision

  Coordinate the day to day activities of a team of administrative staff including clerical officers and supervisors.

  To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role.

  To be actively involved in the recruitment process.

  To ensure that joint working and close co-operation is developed and maintained with staff both internal and external, providing the clinical/operational services in order to maintain a complete and seamless service to patients.

  Continually review staffing levels and ensure 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 their team in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals.

  Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development.

  Service Management

  To take a lead role in the management of waiting lists, ensuring that all patients are seen within the required time scales and in accordance with NHS targets and Trust policies.

  Responsible for the collection of data and performing regular audits by random sample. Depending upon the outcome of the audit, taking follow steps as necessary with instruction to fix any issues.

  To maintain and administer relevant information systems and review monitor systems. This may include troubleshooting problems, referring to the appropriate department as required and some evening / weekend contact. Also, being responsible for performing daily back up of relevant data base where appropriate.

  Responsible for ensuring the integrity of the system and that it meets the requirements of the Data Protection Act.

  Support management in liaising with Information Services Department to provide data as required.

  To ensure all patients enquiries are dealt with in a friendly and professional manner and that patient admin staff provide exceptional customer service

  Monitor administrative processes to ensure all are completed within agreed timescales.

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

  Undertake general administrative duties including filing, typing, photocopying, faxing, arrangement of meetings and dealing with general communication.

  .

  Such other duties at a comparable level of responsibility as may be allocated to the post or post-holder.

  Comply with the requirements dictated by regulatory bodies and their code of practice throughout all disciplines in the Directorate, the Leeds Teaching Hospitals Trust and the NHS

  Job description

  Job responsibilities

  The Assistant PSC will provide a high quality service in line with Trust standards and be able to communicate sensitivity and effectively with a wide range of people including medical staff, patients and colleagues. Support the Patient Services Co-ordinator and the Business Manager in delivering the services for the Directorate.

  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.

  May be required to work outside core office hours.

  Staff Supervision

  Coordinate the day to day activities of a team of administrative staff including clerical officers and supervisors.

  To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role.

  To be actively involved in the recruitment process.

  To ensure that joint working and close co-operation is developed and maintained with staff both internal and external, providing the clinical/operational services in order to maintain a complete and seamless service to patients.

  Continually review staffing levels and ensure 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 their team in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals.

  Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development.

  Service Management

  To take a lead role in the management of waiting lists, ensuring that all patients are seen within the required time scales and in accordance with NHS targets and Trust policies.

  Responsible for the collection of data and performing regular audits by random sample. Depending upon the outcome of the audit, taking follow steps as necessary with instruction to fix any issues.

  To maintain and administer relevant information systems and review monitor systems. This may include troubleshooting problems, referring to the appropriate department as required and some evening / weekend contact. Also, being responsible for performing daily back up of relevant data base where appropriate.

  Responsible for ensuring the integrity of the system and that it meets the requirements of the Data Protection Act.

  Support management in liaising with Information Services Department to provide data as required.

  To ensure all patients enquiries are dealt with in a friendly and professional manner and that patient admin staff provide exceptional customer service

  Monitor administrative processes to ensure all are completed within agreed timescales.

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

  Undertake general administrative duties including filing, typing, photocopying, faxing, arrangement of meetings and dealing with general communication.

  .

  Such other duties at a comparable level of responsibility as may be allocated to the post or post-holder.

  Comply with the requirements dictated by regulatory bodies and their code of practice throughout all disciplines in the Directorate, the Leeds Teaching Hospitals Trust and the NHS

  Person Specification

  Experience

  Essential

  • Thorough knowledge of patent Administration Processes
  • Experience of staff management including recruitment and retention
  • Knowledge of Microsoft Office Packages and e-mail technology.
  • Organisational and time management skills. Appreciation of confidentiality.

  Desirable

  • Significant previous secretarial and/or administration experience (as applicable). Customer focussed/customer service skills
  • Patient centre/PAS
  • An understanding of NHS/Trust protocols/policies and procedure

  Skills and Behaviours

  Essential

  • Professional attitude to work, diplomatic and calm under pressure.
  • Team player
  • Ability to communicate effectively at all levels.
  • Flexibility / Reliability
  • Able to work in different working environments
  • Ability to prioritise and organise own workload
  • Exceptional customer service skills.
  • Able to work on own initiative
  • Proactive approach
  • Effective organisational skills
  • Ability to motivate staff
  • Flexibility to meet the needs of the service
  • Strong interpersonal skills

  Desirable

  • Ability to adapt to change of circumstances
  • Exceptional organisational skills
  • Experience of dealing with complaints

  Qualifications

  Essential

  • Good standard of education to minimum of GCSE
  • A willingness to undergo personal development and learn new skills

  Desirable

  • European Computer Driving License (ECDL)

  Person Specification

  Experience

  Essential

  • Thorough knowledge of patent Administration Processes
  • Experience of staff management including recruitment and retention
  • Knowledge of Microsoft Office Packages and e-mail technology.
  • Organisational and time management skills. Appreciation of confidentiality.

  Desirable

  • Significant previous secretarial and/or administration experience (as applicable). Customer focussed/customer service skills
  • Patient centre/PAS
  • An understanding of NHS/Trust protocols/policies and procedure

  Skills and Behaviours

  Essential

  • Professional attitude to work, diplomatic and calm under pressure.
  • Team player
  • Ability to communicate effectively at all levels.
  • Flexibility / Reliability
  • Able to work in different working environments
  • Ability to prioritise and organise own workload
  • Exceptional customer service skills.
  • Able to work on own initiative
  • Proactive approach
  • Effective organisational skills
  • Ability to motivate staff
  • Flexibility to meet the needs of the service
  • Strong interpersonal skills

  Desirable

  • Ability to adapt to change of circumstances
  • Exceptional organisational skills
  • Experience of dealing with complaints

  Qualifications

  Essential

  • Good standard of education to minimum of GCSE
  • A willingness to undergo personal development and learn new skills

  Desirable

  • European Computer Driving License (ECDL)

  Employer details

  Employer name

  Leeds Teaching Hospitals

  Address

  St. James's University Hospital

  Beckett Street

  Leeds

  LS9 7TF

  
  

  Employer's website

  https://www.leedsth.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Leeds Teaching Hospitals

  Address

  St. James's University Hospital

  Beckett Street

  Leeds

  LS9 7TF

  
  

  Employer's website

  https://www.leedsth.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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