Patient Pathway Administrator

1 week ago

Stanmore, Greater London, United Kingdom Royal National Orthopaedic Hospital NHS Trust Full time

As a result of the expansion, development and continued improvement of our service within Imaging we require an enthusiastic and motivated individual to join our clerical support team.


We are pleased to be able to offer this exciting opportunity to play a vital role in planning and delivering this service in the future.

The successful applicant will possess a minimum of

2 years administrative experience some of which should be based in a healthcare environment.

For an informal discussion please contact Nesha Patel (Elective Access Manager) on

Tel:

Main

Responsibilities:


The post holder will be responsible for providing a comprehensive and patient orientated reception and booking service for the imaging/centralised booking office.


This is a multi-skilled role, and the post holder will be expected to rotate on a regular basis between back office and front of house duties.


The post holder will work closely with colleagues within the Trust to ensure that all patients will be booked appropriately to meet 18 week and cancer timescales.


The booking function is a focal point for receipt and administrative triage of referrals into Imaging and Centralised Booking Office and the post holders will gain and maintain an up-to-date knowledge of a wide range of booking protocols/templates and operating standards for each area in order to make, amend and cancel appointments.


For those who will have a reception function this will require a high level of face-to-face contact involving meet and greet as well as the processing of requests/referrals at front of house.

The post holder will be expected to work with some unsupervised periods of time and use their judgement to make immediate, patient related decisions as necessary.


The post holder will be required to liaise with a variety of clinic and non-clinical staff both inside and outside the trust to facilitate the effective and efficient management of waiting lists and appointment booking systems.


The RNOH is proud to be a diverse & inclusive organization, representing people from a wide group of ethnicities, gender identities, sexualities, disabilities, ages, religions and beliefs.

The Trust is committed to ensuring that it is a place where our staff, patients and visitors feel included, represented and receive the support that best meets their needs.


The following information has been designed to assist the recording of the effort and environment factors required for Agenda for Change.


Risk management is fundamental in ensuring the safety of all whilst on Trust premises and in ensuring that a high level of quality care is continually provided.

To support staff in the management of risk, the Trust provides training programmes and facilitates staff in the use of risk management identification tools.

In turn, individuals are responsible for ensuring that they attend training sessions and adhere to the Trust's policies and procedures, which includes the reporting of incidents, both actual and near miss.


Post-holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection of 199- Schedule and process all referrals / requests within defined timescales ensuring that all details are entered correctly on to relevant Trust information systems.


  • Ensure that patients are offered appointments within the statutory waiting times including urgent and cancer referrals.
  • Provide an efficient and friendly telephone services to patients, and other callers both internal and external to Trust.
  • Where required contact patients directly to offer, reschedule, cancel appointments or confirm attendance.
  • Identify and report to the Access manager any patient who may potentially breach waiting time.
  • Issue appointment letters and instructions either in writing or by telephone where appropriate.
  • Adhere to the Trust access policy when managing patients who do not respond to invitations to or do not attend appointments.
  • At reception deal face to face with patient and visitor enquiries relating to department matter and when necessary, use judgment to deal with problems or seek further advice and assistance.
  • Where necessary advice ward staff of any patient preparation for forthcoming procedures and complete relevant check lists.
  • Ensure timely vetting of all referrals by appropriate clinician/health professional.
  • As required ascertain from patients, carers or ward staff any medical condition that may affect their appointment/admission.
  • Where necessary and after taking into account any medical condition book examinations requiring a "directly booked appointment" into appropriate slots according to type and availability
  • Liaise with patients, carers, wards and other unit where appropriate units regarding admissions and cancellations.
  • Report to the Access Manager any requests to cancel or reduce sessions with less than six weeks' notice and highlight any urg

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