Primary Care Access Line Coordinator (XN03)

NHS; Leeds; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading healthcare provider is seeking a Primary Care Access Line Coordinator based at St James's Hospital, Leeds. You will provide essential administrative support, manage calls from healthcare professionals, and maintain effective communication within a dynamic team. Strong customer service and communication skills are essential, along with flexibility to adapt to changing service needs. A full training program is offered for this permanent 37.5 hours/week position.

Qualifications

• Previous administrative/clerical experience is preferred.
• Knowledge of NHS patient access standards.
• Ability to manage communications effectively.

Responsibilities

• Support the Primary Care Access line service.
• Facilitate three-way calls between healthcare professionals.
• Input patient data accurately into relevant systems.

Skills

Strong customer service skills

Excellent interpersonal skills

Communication skills

Flexibility

Education

GCSE in English and Maths or Equivalent

Educated to grade C standard or equivalent

Tools

Word processing

Excel

Email

Database use

Job description

Primary Care Access Line Coordinator (XN03)

Anexciting opportunity has arisen in the Primary Care Access line (PCAL) teambased at St Jamess Hospital for one enthusiastic and self-motivated PCALcoordinators to be the primary administrative support to the PCAL nurses.

Expected ShortlistingDate

06/10/2025

Planned InterviewDate

14/10/2025

Main duties of the job

Thisrole is to support the Primary Care Access line service and include a fullrange of Clerical duties and includes being the first point of contact forcommunity health care professionals (HCP) accessing the PCAL service andfacilitating three way calls between HCP and clinicians in variousspecialties. Strong customer service skill and excellent interpersonal,communication skills are essential for the role, together with a can doattitude and a flexible attitude. Full training will be provided, and you willwork as part of a small but dynamic team of, admin coordinators alongside thePCAL Nurses, within the service which currently operates 08.00 - 20.00 overseven days a week including Bank holidays on a rostered basis and so aflexible attitude to shift patterns is essential. (The PCAL service iscontinuing to grow and develop, and its operational hours are likely to bereviewed and amended going forward)

Therole is being advertised as permanent and is for 37.50 hours per week.

For more information or to arrange an informal visit please contact:

Sue Helme Assistant Business Manager in urgent care - [e-mail]

About us

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

Job responsibilities

ThePCAL Co-ordinator will work as part of a small dynamic the Operations Teamwho are responsible for handling the first stage of calls from Primary careHealth care professionals, wishing to refer patients into Secondary care,leasing with clinical teams and facilitating 3-way calls between Primary careand Secondary care professionals. The Department operates currently 08.00 -20.00, 7 days a week including bank holidays, but this may be subject tochange as the service needs increase with a possible need to open 24 hours aday and is responsible for assisting the Trust in delivering Patient Accesstargets.

Therole is required to provide a range of clerical and administrative duties toinclude receiving and validating documentation, reports and patientinformation, processing appropriately within departmental guidelines,entering information onto the appropriate IT system and retrievinginformation as and when required.

Theywill also be responsible for inputting patient level detail on relevant Trustadministration systems in a timely and accurate manner,

Leasewith Bed Managers re capacity for patients to be admitted directly to wardbeds or assessment areas.

Toensure transport is arranged as appropriate for patients needing to bebrought in to hospital in a timely manner, once capacity for their admissionis available.

Tolease with patient and or relatives regarding details of an admission asappropriate.

Establishand maintain excellent communication skills both written and verbal.

To support the administrationprocess for the Trust in line with Trust Policy on Ward based Admissions,Discharges and Transfers in relation to acute and elective admissions.

Be aware of, and participate in,the role of bed board in a MAJAX.

To ensure all patients enquires aredealt with in a friendly and professional manner.

Undertake general administrativeduties including photocopying and dealing with general communication andensure that all admission procedures are followed.

Comply with the requirementsdictated by regulatory bodies and their code of practice throughout alldisciplines in the PCAL Service, the Leeds Teaching Hospitals Trust and theNHS

Staff will work for long periods oftime in a demanding environment supported by a team of Nurses in a smallteam.

InformationManagement

Ensure the Patient AdministrationSystem (PAS) and A&E system (Symphony) PPM + is kept up to date.

Responsible for the collection ofdata and producing daily reports.

Monitor administrative processes toensure all are completed within agreed timescales.

THELEEDS WAY VALUES

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

Accountable

Empowered

Allour actions and endeavours will be guided and evaluated through these values.

7. INFECTION CONTROL

Thejobholder must comply at all times with the Leeds Teaching Hospitals NHSTrust Infection Control policies, in particular by practising UniversalInfection Control Precautions. Hand hygiene must be performed before andafter contact with patients and their environment.

8. HEALTH AND SAFETY / RISK MANAGEMENT

Allstaff are responsible for working with their colleagues to maintain andimprove the quality of services provided to our patients and other serviceusers. This includes complying at alltimes with the Leeds Teaching Hospitals NHS Trust Policies, including Healthand Safety policies, in particular by following agreed security and saferworking procedures, and reporting incidents using the Trust IncidentReporting system

9. EQUALITY AND DIVERSITY

Thejobholder must comply with all policies and procedures designed to ensureequality of employment and that services are delivered in ways that meet theindividual needs of patients and their families. No person whether they are staff, patientor visitor should receive less favourable treatment because of their gender,ethnic origin, age, disability, sexual orientation, religion etc.

10. TRAINING AND PERSONAL DEVELOPMENTCONTINUOUS PROFESSIONAL DEVELOPMENT

Thejobholder must take responsibility in agreement with his/her line manager forhis/her own personal development by ensuring that Continuous ProfessionalDevelopment remains a priority. Thejobholder will undertake all mandatory training required for the role

COMMUNICATION& WORKING RELATIONSHIPS

Itis essential that the Operations Co-ordinator maintains and develops goodworking relationships with all staff.This will involve considerable liaison with consultants, nursingstaff, managers, medical secretaries, and patient administration staffthroughout the Trust.

PHYSICALEFFORT:

Speedand accuracy in typing. Accuracy needed for inputting information (e.g. on departmental database, spread sheet,emails.)

Needs to sit at the computer mostof the day.

Occasionally required to lift andmove stationery, boxes of leaflets or files etc. For example, boxes containing fivereams of paper

) MENTAL EFFORT:

Needsto concentrate most of the time and deal with interruptions e.g. the phoneringing, being asked to leave one task to do another more urgent task.

Mental effort is required forexample:

When dealing with a wide range ofenquiries

Preparing documents for reports

Inputting information onto adatabase and producing reports from the database.

Concentration when inputtingpatient related information.

Organising and prioritising workand progress chasing

Planning and thinking ahead toensure all work in completed on shift.

iii)EMOTIONAL EFFORT:

Thisis a busy department with conflicting priorities.

Havingaccess to information about patients condition when dealing with calls andenquiries from police, relatives and bed managers.

Patientsrelatives can be emotional when making calls and Primary Care Professionalsand our clinical teams can be under a lot of pressure, which can makeconversations can be difficult on a day-to-day basis when there is a need toachieve A&E Access Targets by placing patients with otherdepartments. Staff must remain calmand tactful and professional at all times.

iv)WORKING CONDITIONS:

Needs to work at a computer all shiftRemains in one office location with no need to leave this office. There maybe the opportunity once fully trained and when sufficient experience has beengained, to work from home on a rota basis.

Person Specification

Skills & Behaviours

• The post-holder is expected to be honest, reliable, and flexible.
• Respect confidentiality in line with National, Trust and local policies and guidelines
• A positive and professional attitude.
• Maintain and improve quality of service.
• A business-like appearance.
• Commitment to own personal & professional development as agreed with their line manager.
• Commitment to their teams personal & professional development.
• The post-holder will be expected to be diplomatic, self-motivated and enthusiastic with a professional attitude.
• The post-holder will be expected to be a good team player, with the ability to work flexibly in a diverse and demanding environment to meet the evolving needs of the department.
• The post holder will be expected to work shifts across the seven-day period including bank holidays early and lates, currently no nights.
• To provide a high standard confidential, effective, and accurate administration service.
• Communicate sensitively and effectively with patients, relatives, colleagues, and all other healthcare professionals.
• To deal with communications and ad hoc enquiries from staff and service users, members of the public, and a wide range of external organisations and professionals. Receiving and relaying general verba
• To adhere to relevant Statutory Instruments and Trust policies and guidelines e.g. Data Protection, Health and Safety, Confidentiality and personnel policies and guidelines.
• Use departmental database for recording appropriate information as requested and producing reports.

Experience

• Knowledge of a wide range of administrative procedures
• A good awareness of and understanding of issues surrounding diversity and patient involvement.
• Previous administrative/ clerical experience.
• Knowledge and understanding of patient access standards.
• Work experience in a health or social care setting.
• Knowledge of the NHS.
• Awareness of Government/Trust policies and procedures relating to patient placement
• Ability to follow Trust policy and procedures
• Ability to work on their own initiative, as part of a team and to stringent deadlines
• Personal or work experience of working with diversity e.g. disabled people, people from different cultures.

Additional Requirements

• Any other duties commensurate with the grade which may be required from time to time to ensure the effective running of the service.
• Competent in word processing and Excel plus use of email
• Experience of using a database
• Good written and verbal communication skills.
• Good command of spoken and written English.
• Must be willing to work within the Trusts policies e.g. confidentiality, data protection, health and safety etc.

Qualifications

• GCSE in English and Maths or Equivalent Or Education to GCSE
• Educated to grade C standard or equivalent or the ability to pass the Trusts Basic Literacy and Numeracy Test level 2
• Must be willing to attend relevant training courses.

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.