Inpatient Pathway Coordinator

3 weeks ago

London, Greater London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

Position Overview

This dynamic role is pivotal in managing the comprehensive coordination of inpatient pathways within a designated urological specialty. In this position, you will be expected to cultivate and maintain relationships with a distinguished clinical team comprising numerous consultants, registrars, and clinical nurse specialists.

This role presents a stimulating challenge, perfect for driven individuals eager to broaden their NHS administrative expertise. You will receive ample support as you transition into your new responsibilities, with consistent guidance from team leaders and the Assistant Service Manager.

Key Responsibilities

  • Serve as the primary contact for all patient access inquiries within the Trust.
  • Oversee the scheduling of elective admissions and related appointments, prioritizing based on clinical urgency and wait times, in accordance with departmental protocols and Trust Policies.
  • Engage with patients prior to their appointments to confirm mutually agreeable dates and times.
  • Ensure patients receive timely reminders about their appointments, which may involve sending notification letters or making phone calls up to a week in advance to reconfirm attendance.
  • Guarantee that departmental standards are upheld for patient notifications regarding their visits.
  • Provide a friendly and efficient point of contact for patients, both in person and via telephone.
  • Ensure that each patient is treated as an individual, with their specific needs addressed (including necessary support for their appointments, such as interpreting services).
  • Upon receiving new referral letters, ensure adherence to the vetting process as per departmental guidelines.

About the Department

The Urology department at Guy's and St. Thomas' NHS Foundation Trust is seeking a Patient Pathway Coordinator to join our benign admissions booking team. This is a full-time position, with a standard workweek, based at our facility.

Urology at GSTT offers specialized urological care for patients throughout the region. This role is ideal for those looking to enhance their skills in managing patient tracking lists and coordinating patient admissions for surgical procedures.

Ongoing Pathway Management

  • Develop expertise in all aspects of specialty pathways relevant to your access team.
  • Utilize the Patient Management Listings (PML) to ensure patient bookings align with Trust and National waiting time targets, addressing any exceptions as necessary.
  • Respond to patient inquiries or concerns professionally and effectively, escalating issues to Team Leaders when appropriate.
  • Maintain accurate and confidential data on relevant Trust IT systems.
  • Stay informed about the rules and protocols of the service to ensure optimal utilization of clinical capacity.
  • Regularly validate waiting list data in compliance with Trust Policies.
  • Collaborate with Team Leaders to review and manage cancelled, suspended, or deferred patients, ensuring appropriate actions are taken.
  • Participate in regular meetings with management and clinical teams to review booking schedules and ensure theatre lists are approved by clinical teams in advance.
  • Work flexibly to support the effective operation of the department, including cross-site and specialty collaboration.
  • Assist in addressing any complaints or incidents related to appointments or admissions within your specialty.
  • Ensure timely responses to telephone, email, or written inquiries, escalating as necessary.
  • Foster and maintain relationships with all staff groups to enhance the effectiveness of the patient access teams.

Standards Monitoring

  • Ensure telephone inquiries are answered promptly and in accordance with Trust greeting policies.
  • Verify and update patient demographic information across all Trust systems.
  • Accurately record patient cancellations and changes on all relevant Trust systems.
  • Document any patient-initiated changes to appointment or admission dates in real-time on the clinical system.
  • Proactively manage the Patient Management List (PML) in line with Patient Access targets.
  • Adhere to local and Trust policies consistently.
  • Ensure all clinics are reconciled within 24 hours of their conclusion, with all relevant outcomes documented.
  • Process waiting list requests within two working days of receipt.
  • Handle urgent referrals in accordance with established protocols.
  • Report any issues or breaches of standards to the Team Leader promptly.
  • Support the Team Leader in investigating any breaches of standards.

Additional Responsibilities

  • Collaborate within a multi-disciplinary team to develop services in alignment with departmental objectives and Trust goals.
  • Assist in coordinating multi-disciplinary team meetings.
  • Perform general office duties, including managing incoming correspondence and sorting mail.
  • Engage in departmental development initiatives and participate in meetings.
  • Undertake other duties as required to ensure the smooth operation of the department.
  • Complete any necessary training to fulfill job responsibilities.
  • Ensure health records are tracked and stored securely in accordance with policy.
  • Provide general administrative support as directed by management.

Qualifications and Skills

Essential

  • Good general education with English and Maths to GCSE standard (Grade C or above) or equivalent.
  • Relevant NVQ Level 3 or equivalent qualification or experience.
  • Excellent organizational skills with the ability to manage and prioritize workload effectively.
  • Understanding of confidentiality and its application in the workplace.
  • Proficient in IT, with experience using Microsoft Word, Excel, and Outlook.

Desirable

  • Knowledge of key waiting time targets, including 18 weeks.
  • Familiarity with clinical systems.

Experience

Essential

  • Experience in a customer-focused environment, demonstrating the ability to handle challenging situations.
  • Experience working both independently and as part of a team.

Desirable

  • Knowledge of medical terminology.
  • Experience in an administrative role within the NHS.

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