Patient Journey Facilitator

4 weeks ago

London, Greater London, United Kingdom London North West University Healthcare NHS Trust Full time

Position Overview

We are looking to recruit a full-time Patient Journey Facilitator within the Urology Division.

The individual in this role will be tasked with delivering administrative assistance, including the preparation of clinical documentation for the medical team. The focus will be on enhancing the patient experience within the service, with a significant emphasis on monitoring and validating patient pathways to meet established standards. The successful candidate will collaborate closely with the service team and will receive necessary support and training to excel in this position.

The ideal candidate will be a collaborative team member, showcasing exceptional organizational and interpersonal abilities. They must demonstrate flexibility and possess the capability to prioritize tasks effectively while managing high-pressure situations. The individual will be accountable for ensuring a smooth and efficient patient journey through the service. Responsibilities will include coordinating operational tasks related to patient progression through the clinical pathway, which encompasses the transcription of clinical communications, results, tests, and the arrangement of further treatment interventions as needed.

Key Responsibilities

The role of the Patient Journey Facilitator involves close collaboration with healthcare professionals and Service Managers to guarantee that the care pathway for all patients is managed effectively.

The individual will serve as a versatile administrative resource, actively contributing to patient pathway enhancement initiatives across the organization.

Direct patient interaction will be a part of this role, working alongside the broader multidisciplinary team to ensure that patient care is coordinated and delivered with minimal challenges, particularly in relation to performance targets.

This position will also require the timely processing of patient correspondence, including typing as necessary.

Candidates should possess a solid educational background and hold a secretarial qualification or its equivalent. Previous experience in meeting targets set by national healthcare agendas, such as the Referral to Treatment pathway, is preferred, along with demonstrable familiarity with the organization's Patient Administration Systems. Candidates must exhibit problem-solving skills, manage a substantial workload, and prioritize effectively according to deadlines.

This role is both challenging and fulfilling, and candidates should be highly driven with a proven history of achievement. Excellent communication and organizational skills are essential, along with the ability to build successful relationships with colleagues.

About the Organization

London North West University Healthcare NHS Trust is among the largest integrated care trusts in the UK, providing both hospital and community services to a diverse population.

Our dedicated team of over 8,000 clinical and support staff serves a community of approximately one million individuals.

In addition to delivering community services across multiple boroughs, we offer acute hospital services at various facilities.

Urology is a specialized field focused on diagnosing and treating disorders related to the kidneys, ureters, bladder, prostate, and male reproductive system.

Job Duties

  • Manage the patient journey from referral to the initial outpatient appointment, through diagnostics, treatment planning, and follow-up, while identifying potential delays and ensuring accurate data collection.
  • Maintain a thorough understanding of waiting time targets and procedures, proactively working to ensure compliance.
  • Ensure the efficient processing of clinic and patient correspondence, including editing and typing as required.
  • Maintain accurate and current information in medical records and patient letters.
  • Provide regular updates to Service Managers regarding any delays or potential breaches in waiting time targets.
  • Attend performance review meetings to document and monitor agreed actions and outcomes.
  • Schedule and send out patient appointment letters and contact patients as necessary.
  • Organize outpatient appointments and inpatient operating lists, ensuring optimal utilization of clinics and theatres while effectively managing waiting lists.
  • Establish and maintain strong communication with the clinical team, participating in weekly planning meetings to ensure lists are managed appropriately.
  • Collaborate with consultants and their teams to monitor and ensure the correct case mix on theatre lists, notifying relevant staff of any changes.
  • Ensure patient cancellations are rescheduled within specified timeframes.
  • Oversee pre-assessment clinics, working closely with pre-assessment staff to ensure smooth operations.
  • Monitor elective surgery waiting times, proactively identifying risks and implementing corrective actions to meet targets.
  • Address non-clinical inquiries from patients, their caregivers, general practitioners, and administrative staff.
  • Escalate potential breaches of waiting times or patient pathway issues to the Access Manager and Service Management Teams as necessary.
  • Take overall responsibility for managing the waiting list and patient flow in collaboration with service teams.
  • Assess the quality of patient pathways using organizational IT systems and take action to enhance the quality of information.
  • Validate and analyze data, producing reports as directed by the Service Manager.
  • Utilize hospital information systems to record and review both clinical and non-clinical patient information.
  • Assist Service Managers in collecting and analyzing relevant performance data.
  • Manage the transfer of patient information in accordance with organizational policies and procedures.

Qualifications and Skills

Essential

  • A-level/NVQ level 3 education, with 5 GCSEs graded C or above, or equivalent qualifications in Maths and English.
  • Advanced computer skills.
  • Knowledge of NHS targets related to waiting times.

Desirable

  • Familiarity with Cerner systems.
  • Ability to work independently or as part of a team with significant autonomy.

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