Scheduled Care Coordinator

Purpose of the Post

The purpose of this role is to provide administrative support, ensuring the efficient day-to-day administration of areas of responsibility are carried out, ensuring deadlines are met and service levels are maintained. Liaise with the senior management team and heads of department in the effective delivery and planning of hospital services and resources, ensuring professionalism, confidentiality and clarity in all communications.

Principal Duties and Responsibilities

The position of Grade V encompasses both managerial and administrative responsibilities which include the following:

Administration

· Ensure the efficient day-to-day administration of the Secretarial and OPD services

· Ensure deadlines are met and that service levels are maintained.

· Ensure all clinics are booked, prepared and reconciled

· Ensure policies and procedures are well documented, understood and adhered to.

· Ensure that archives and records are accurate, maintained confidentially and readily available to the appropriate authority.

· Ensure line management is kept informed of issues.

· Ensure that stakeholders are kept informed and that their views are communicated to middle management.

· Maximise the use technology in ensuring work is completed to a high standard.

· Attend training programmes as appropriate for the role

· Membership of Hospital Committees as appropriate to the role.

· In conjunction organise the OPD User Group meetings and provide admin support for same

Customer Service

· Promote and maintain a customer focused environment by ensuring service users / customers are treated with dignity and respect.

· Seek feedback from service users / customers and implement change to incorporate same, in agreement with Line Manager.

· Interpreting and providing written and oral information and decisions to staff and clients i.e. by telephone, letter etc. and contribute positively to the public image of the HSE.

· Liaise and co-operate with other members of staff in the interest of providing the best possible service to patients and clients

Human Resources / Supervision of Staff

· Line manage relevant staff i.e. Medical and Surgical secretaries and OPD admin staff

· Management of staff attendance, rota and timesheet for the team.

· Ensuring staff under remit are adhering to Flexitime rules and validating absence requests in a timely manner

· Develop a leave and cross cover contingency plan to ensure adequate reallocation of staff in order to cover admin services adequately.

· Become actively involved with the planning and on-going development of services in relation to secretarial support and OPD waiting lists and services

· Responsible for ensuring all staff under remit are up-to-date with mandatory training.

· Provide education and training on PAS, data entry and compliance of same

· Monitor workload, productivity and quality of service.

· Supervise and ensure the wellbeing of staff within own remit.

· Ensure an even distribution of workload amongst the team, taking into account absence due to annual leave etc.

· Create and promote a positive working environment among staff members which contributes to maintaining and enhancing effective working relationships.

· Promote cooperation and working in harmony with other teams and disciplines.

· Deal with under performance in a timely and constructive manner.

· Identify training and development needs of staff in own area.

· Pursue and promote continuous professional development in order to develop management expertise and professional knowledge.

· Engage in the HSE performance achievement process in conjunction with your Line Manager and staff as appropriate.

· Assist with the orientation of new staff and training programmes as and when required.

Service Delivery and Improvement

· Ensure accurate attention to detail in own work and work of team.

· Actively participate in innovation and support change and improvement initiatives within the service; adapt local work practices ensuring team knows how to action changes.

· Monitor efficiency of service provided by team, identify and implement changes to the administration of the service where inefficiencies arise.

· Encourage and support staff through change processes.

· Ensure that all patient records within area of responsibility are kept safe and secure in line with data protection and GDPR regulations.

· Ensure an efficient tracking system is in place to ensure all procedures are followed correctly.

· Maintain a high quality based service by ensuring reports are not misfiled in the healthcare record by putting systems in place for monitoring; i.e. audit

· Responsible for updating and completing Action Plans resulting from Audits/meetings

· PAS, TPRO Administrator Super-User. Responsible for dealing with operating issues on PAS and TPRO and main lead for updates

· Responsible for setting up PAS Access for new Consultants

· Responsible for Management of OPD clinics and Waiting Lists in line with National policies i.e. NTPF.

· Responsible for Management of OPD and Day Case lists. Responsible for Data completeness re. NTPF reports.

· Ensure maximum activity for OPD clinics by monitoring and actioning National DNA strategy

· Responsible for providing reports to Senior Management

· Monitor NTPF Waiting lists on weekly basis to ensure data is accurate.

· Update IEHG monthly reports for OPD attendance, New, Return and DNAs.

Standards, Policies, Procedures & Legislation

· Maintain own knowledge of relevant HSE policies, procedures, guidelines and practices to perform the role effectively and to ensure current work standards are met by own team.

· Maintain own knowledge of relevant regulations and legislation e.g. Financial Regulations, Health & Safety Legislation, Employment Legislation, FOI Acts, GDPR.

· Adequately identifies, assesses, manages and monitors risk within their area of responsibility.

· Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc.and comply with associated HSE protocols for implementing and maintaining these standards as appropriate to the role.

· Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

The above Job Specification is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to them from time to time and to contribute to the development of the post while in office.

Eligibility Criteria

Qualifications and/ or experience

This campaign is confined to staff who are currently employed by the HSE, TUSLA, other statutory health agencies*, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004 as per Workplace Relations Commission agreement -161867

Eligible applicants will be those who on the closing date for the competition:

Have satisfactory experience as a clerical officer in the HSE, TUSLA, other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004

Or

Have obtained a pass (Grade D) in at least five subjects from the approved list of subjects in the Department of Education Leaving Certificate Examination, including Mathematics and English or Irisp. Candidates should have obtained at least Grade C on higher level papers in three subjects in that examination.

Or

Have completed a relevant examination at a comparable standard in any equivalent examination in another jurisdiction.

Or

Hold a comparable and relevant third level qualification of at least level 6 on the National Qualifications Framework maintained by Qualifications and Quality Ireland, (QQI).

Note1: Candidates must achieve a pass in Ordinary or Higher level papers. A pass in a foundation level paper is not acceptable. Candidates must have achieved these grades on the Leaving Certificate Established programme or the Leaving Certificate Vocational programme. The Leaving Certification Applied Programme does not fulfil the eligibility criteria.

Health

A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

Character

Each candidate for and any person holding the office must be of good character.

Age

Age restrictions shall only apply to a candidate where he/she is not classified as a new entrant (within the meaning of the Public Service Superannuation Act, 2004). A candidate who is not classified as a new entrant must be under 65 years of age on the first day of the month in which the latest date for receiving completed application forms for the office occurs.

Post Specific Requirements

· Demonstrate an understanding of Scheduled Care and NTPF reports

• Demonstrate experience of working in a busy office environment including working to tight deadlines and ability to manage competing demands
• Experience in data collation and NTPF reports

· Demonstrate good experience of dealing with correspondence e.g. requests and complaints involving large volumes of requests and maintaining excellent records

· Understanding of the health service organisational structure and an understanding of the various audiences and key stakeholders for the HSE.

• Demonstrate experience of organising and planning workload and have excellent computer skills and proficiency including the MS Office Suite and the use of databases.
• Experience in report preparation and analysis with Microsoft Excel

· Significant experience of working in a busy office environment managing competing demands and multiple concurrent pieces of work

· Experience of working with internal and external stakeholders.

· Experience of professional writing and creation of documents such as standard operating procedures (SOP), reports, etc.

· Proficient in Microsoft Office suite including Excel, PowerPoint & Word.

· Proficient in MS Teams. Including the scheduling & conferencing facilities function.

Other requirements specific to the post

· Experience working in Scheduled Care is essential for the role and be proficient in Microsoft Office suite including Excel, PowerPoint & Word.

· This post may involve travel from time to time to effectively carry out assigned duties. Access to appropriate transport to fulfil the requirements of the role.

Skills, competencies and/or knowledge

Professional Knowledge & Experience

For example:

· Demonstrates knowledge and experience relevant to the role as per the duties & responsibilities, eligibility criteria and post specific requirements of the role.

· Maximise the use of ICT, demonstrating excellent computer skills particularly Microsoft Office, Outlook etc.

· Demonstrate the ability to work in line with relevant policies and procedures.

· Demonstrate commitment to developing own professional knowledge and expertise.

Planning and Managing Resources

For example:

· Demonstrate the ability to effectively plan and manage own workload and that of others in an effective and methodical manner within strict deadlines, ensuring deadlines are met.

· The ability to manage deadlines and effectively handle multiple tasks.

· The ability to manage within allocated resources and a capacity to respond to changes in a plan.

· Maintains an awareness of value for money.

Commitment to a Quality Service

For example:

· Demonstrate an awareness and appreciation of the service user and a strong commitment to providing a quality service.

· Embraces and promotes the change agenda; demonstrates flexibility and initiative including the ability to adapt to and implement change.

· Supports team through service improvement / change processes.

Evaluating Information, Problem Solving & Decision Making

For example:

· Demonstrate numeracy skills, an ability to analyse and evaluate information and make effective decisions. Recognises when it is appropriate to refer decisions to a higher level of management.

· Demonstrate initiative in the resolution of issues arising / problem solving and proactively develop new proposals and recommend solutions.

· Makes decisions and solves problems in a timely manner before they accumulate.

Team working

For example:

· Demonstrate the ability to work on own initiative as well as part of a team, promoting a positive team spirit.

· Demonstrate leadership potential, the ability to manage the performance of others and support staff development.

· Works as part of the team to establish a shared sense of purpose and unity.

Communications & Interpersonal Skills

For example:

· Demonstrate excellent communication and interpersonal skills including the ability to present (verbal & written) information in a clear and concise manner.

· Demonstrate the ability to influence people and events and the ability to build and maintain relationships with a variety of stakeholders.

· Treats others with dignity and respect.

Campaign Specific Selection Process

Ranking/Shortlisting / Interview

A ranking and or shortlisting exercise may be carried out on the basis of information supplied in your application form. The criteria for ranking and or shortlisting are based on the requirements of the post as outlined in the eligibility criteria and skills, competencies and/or knowledge section of this job specification. Therefore, it is very important that you think about your experience in light of those requirements.

Failure to include information regarding these requirements may result in you not being called forward to the next stage of the selection process.

Those successful at the ranking stage of this process (where applied) will be placed on an order of merit and will be called to interview in ‘bands’ depending on the service needs of the organisation.

Diversity, Equality and Inclusion

The HSE is an equal opportunities employer.

Employees of the HSE bring a range of skills, talents, diverse thinking and experience to the organisation. The HSE believes passionately that employing a diverse workforce is central to its success – we aim to develop the workforce of the HSE so that it reflects the diversity of HSE service users and to strengthen it through accommodating and valuing different perspectives. Ultimately this will result in improved service user and employee experience.

The HSE is committed to creating a positive working environment whereby all employees inclusive of age, civil status, disability, ethnicity and race, family status, gender, membership of the Traveller community, religion and sexual orientation are respected, valued and can reach their full potential. The HSE aims to achieve this through development of an organisational culture where injustice, bias and discrimination are not tolerated.

The HSE welcomes people with diverse backgrounds and offers a range of supports and resources to staff, such as those who require a reasonable accommodation at work because of a disability or long term health condition.

For further information on the HSE commitment to Diversity, Equality and Inclusion, please visit the Diversity, Equality and Inclusion web page at https://www.hse.ie/eng/staff/resources/diversity/

Code of Practice

The Health Service Executive will run this campaign in compliance with the Code of Practice prepared by the Commission for Public Service Appointments (CPSA).

The CPSA is responsible for establishing the principles that should be followed when making an appointment. These are set out in the CPSA Code of Practice. The Code outlines the standards that should be adhered to at each stage of the selection process and sets out the review and appeal mechanisms open to candidates should they be unhappy with a selection process.

The CPSA Code of Practice can be accessed via https://www.cpsa.ie/.

The reform programme outlined for the Health Services may impact on this role and as structures change the job specification may be reviewed.

This job specification is a guide to the general range of duties assigned to the post holder. It is intended to be neither definitive nor restrictive and is subject to periodic review with the employee concerned.

Please complete and upload the application form attached to the job advert as CVs will not be accepted for this position