Patient Pathway Coordinator

Job summary The post holder will be expected to provide cross cover across the Gynaeoclogy Administrative team as directed by the Team leader on a day-to-day basis according to service need.
Patient administration underpins the patient journey and supports clinical teams in delivering high quality patient care and can make a real difference to the patient experience.
Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.
The post holder has responsibility for the provision of a professional comprehensive and efficient administrative service, which is effectively delivered to all patients and members of the Department.
This will be through the delivery of a comprehensive administrative service to a specialty team.
This will involve providing a full administration service to the consultant team and taking responsibility for managing the whole patient pathway in line with the Elective Access policy and Cancer waiting time targets .
Main duties of the job The holder will be responsible for managing patients on an Outpatient pathways, including all administration working up to the appointments and following the appointment.
They will ensure that pathways are updated appropriately so it is clear to all when patients are still on active waiting lists.They will act as the main point of contact for all patients contacting the department About us Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country.
It provides a wide range of general and specialist clinical services and is a base for medical education, training and Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
For more information on OUH please view OUH At a Glance by OUHospitals - Issuu Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family.
Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
Job description Job responsibilities Outpatient Pathway Administer all new referrals received via the E referral service, ensuring all are electronically triaged by the appropriate clinical staff member and action as required.
Process and log all non-Choose and Book referrals on EPR, including registering new patients in addition to updating existing patient details.
Book new and follow-up outpatient and diagnostic appointments, ensuring that capacity is proactively and efficiently used.
This includes booking patients into the correct clinic to ensure that they are seen by the most appropriate clinician.
Reschedule outpatient appointments as a result of patients calling the service, in line with the 18-week RTT / cancer / screening targets and agreed local processes in respect to patient cancellations.
Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule patient appointments in line with agreed local processes.
As required, complete clinic cancellation forms and ensure appropriately authorised (minimum 6 weeks' notice required) before processing the clinic cancellation on EPR and rescheduling of patient appointments.
Adding additional clinic capacity on EPR as directed by management, to include the use of adding appointment slots on EPR that can be booked via Choose and Book.
To be responsible for actively managing the OP PTL and Incomplete lists.
Administration Provide primary administrative support to the consultants and clinicans, including booking follow up appointments, correspondence support and other administrative duties as required.
With the support of the Assistant Patient Pathway Coordinators, ensure the efficient administration of the service.
Ensure appropriate follow up appointments are booked and escalate to Team Leader and consultant if patient cannot be booked within required time scales.. Use of the digital transcription system to produce clinical correspondence to inform referrers, patients, and other relevant parties of patient pathway progress.
In doing so, produce correspondence that is of high quality and conforms to the national target of 7 days from the point of clinical delivery / decision.
Open and prioritise incoming post, ensuring supporting information is available when appropriate and taking responsibility for taking action on urgent items in the absence of the clinician / Patient Pathway Coordinator.
Respond to telephone queries coming into the department, taking clear messages to pass to relevant staff to ensure requests are actioned promptly.
Using Scan IT ensure that electronic health records filing is maintained at an extremely high standard, with timely scanning of paper records on to EPR as required.
Ensure accurate filing of paper notes and records is maintained as required.
Follow the tracking procedure for the movement of all patient notes (Case Note Tracking).
On an as and when required basis, update patient details on EPR to include ensuring patients that require discharge are processed accordingly.
Actively use and manage the work lists in Revenue Cycle to manage Patients Missing Follow Up and Deferred patient lists Act as the first point of contact for patients coming into the department.
Ensure there is adequate cover on the reception desks and ward as required If required, admit and discharge patients to the ward.
Act upon queries from referrers, patients, and other relevant parties in liaison with clinical staff.
Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic medical procedures and terminology.
Book interpreters for patients prior to appointments and admissions as and when required.
Book transport for patients who require it, in line with local processes and CCG guidelines.
Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule patient appointments in line with agreed local processes.
Adding additional list capacity on EPR as directed by management.
Book patients as required.
Pathway Tracking To have an excellent working knowledge of the 18 weeks referral to treatment (RTT) rules / Cancer waiting targets / Screening wait times, as required for the job, and use them in conjunction with the OUH Elective Access Policy to proactively manage all patient pathways.
Undertake validation of the 18 week RTT PTLs and contribute to the validation of the cancer PTL where appropriate.
Investigate and take appropriate action where pathways are incomplete to ensure that patients are treated in clinical priority and breach date order and that reporting on performance and waiting times is robust.
Escalate pathway issues if required to the Patient Pathway Team Leader and Patient Pathway Manager.
Book in clinical priority and breach date order, whilst monitoring the 18 week / Cancer PTLs or screening list to ensure any late additions are identified and processed appropriately.
In doing so, take the necessary steps to avoid target breaches and resolve any issues 28 day theatre cancellations.
Recognise when patients are on cancer care pathways and proactively link with the MDT Coordinator and MDT Tracker to ensure these patients are actively managed through their diagnosis and treatment.
Ensure Trust systems are updated with patient pathway status information and that data quality is maintained.
Liaise with internal and external colleagues to share patient pathway information and diagnostic information, and expedite patient journeys where needed.
Ensure inter-provider transfers are timely and that the appropriate paperwork has been completed and sent or received.
Liaise with clinical coders to ensure patient notes are available so that all patient episodes are coded accurately and promptly.
Co-ordinate appointments and procedures at others hospitals and organisations, where the pathway requires input from these.
Ensure accurate information is added to EPR / Infoflex and other internal and external IT systems and databases, as required.
Liaise with external commissioners if required Patient Pathway Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule patient appointments in line with agreed local processes.
Raising clinic capacity issue to management via the Patient Pathway Team Leader and Patient Pathway Manager.
Adding additional list capacity on EPR as directed by management.
Book patients as required.
General Demonstrate high levels of customer care and be an ambassador for customer care within the Trust.
Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff.
Answer all telephone calls in a timely manner and action as appropriate.
Maintain patient confidentiality at all times.
Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover during its core hours of 08:00 to 17:00.
Retrieve notes and ensure all patient information is available in a timely manner for all appropriate outpatient appointments, diagnostic appointments and inpatient / daycase procedures, checking demographics at every stage and locating lost notes where appropriate.
Support the Team Leader, Patient Pathway Manager and Service Manager in the investigation and resolution of patient queries and complaints received direct to the service or via PALS / Complaints Department.
Book interpreters for patients prior to appointments and admissions as and when required.
Liaise with Clinical coders to ensure patient notes are available so that all patient episodes are coded accurately and promptly.
To support and contribute to on-going and future service development projects supporting continuous improvement of the services we provide.
Any other duties at the request of the Team Leader / Patient Pathway Manager / Service Manager, which may be needed to fulfil the objectives of the post, which are appropriate to the grade.
Person Specification Qualifications Essential GCSE or equivalent in English and Maths, grades A-C Desirable NVQ or Apprenticeship in Customer Care or Business Administration Experience Essential Previous experience within the NHS/public sector In-depth understanding of Medical Terminology appropriate to specialism Confidentiality and Data Protection Health and Safety Equality and Diversity Good knowledge of patient pathways An understanding of the Trust's Elective Access Policy / Cancer waiting targets / Screening Programme targets as appropriate to the role.
Desirable EPR Experience Understanding of patient priorities and performance targets Thorough knowledge of healthcare administrative systems and processes Experience of effective waiting list management Personal Skills Essential Accurate data entry, typing and checking skills Pays attention to detail Manages and interprets data correctly to inform decision making Maintains high standards and quality of work Contributes to service improvements and is solution focused Completes tasks on time (accurately and to a high quality) Organising, planning a prioritising skill Follows instructions, adheres to organisational policies, protocols, and procedures Desirable Evidence of team working Evidence of team building Technical Skills Essential Experience of using a full range of IT/Patient data systems including: Microsoft Office: Outlook, Word, Excel, EPR, Scan IT, Infoflex Willingness to undertake additional training as required Desirable Willingness to develop computer technology skills