Patient Navigator Administration Team

The Private Care Patient Navigator is required at all times to promote Private Care values and to contribute to achieving Private Care’s strategy, goals and objectives. The post holder’s role in promoting and furthering these objectives will be commensurate with grade and designated
responsibilities.

The post holder is responsible for the administrative management and development of Private Care’s booking service, smooth running of the service, ensuring that all private patients enjoy an exceptional experience, are clear about the next steps in their journey and experience continuity of care. This is a floating role, which covers outpatient, inpatient, radiology bookings and patient enquiries.

The post holder will be required to work flexibly on a rota basis to ensure there is service cover which will run from:
08.00 - 20.00 Monday to Friday

08.00 - 13.00 Saturday.

Uniform will be provided. The post holder will be expected to work flexibly and cover reception duties on a rotational basis.

The post holder is responsible for the administrative management and development of Private Care’s administration of the patient booking service, smooth running of clinics and bookings, ensuring that all private patients at RNOH enjoy an exceptional experience, are clear about the next steps in their journey and experience continuity of care.

1 - Outpatient Bookings and Administration

2 - Outpatient Clinic Management

3 - Radiology Bookings

4 - Inpatient and Day Case Bookings

5 - Private Care Service Standards

6 - Patient Navigation

7 - Systems

Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients.

RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility.

RESPONSIBILITIES
Administration duties for inpatient and outpatient bookings.
- Coordinate all patient bookings in line with agreed processes and timelines, ensuring information is captured and recorded accurately across the relevant booking systems.
- Issue written confirmation of outpatient clinic appointments to patients, Consultants and their medical secretaries and serve as the first point of contact for any queries.
- Prepare clinic notes for Consultants, request the import of any external imaging in to Trust systems via the Image Exchange Portal and assign these images to the patient record.
- Manage the administration of all Private Care outpatient clinic templates to include both Consultant regular templates and ad hoc requests.
- Capture Consultant leave to ensure it is properly reflected within the Clinic template.

2 - Outpatient Clinic Management
- Provide administrative support and front of house cover during outpatient clinics, managing the process of patient registration.
- Ensure that all outpatient clinics run efficiently and to plan, pre-empting any issues before they occur to ensure corrective action can be taken.
- Escalate any issues to the Service Manager and Head of Operations, making thoughtful recommendations as to how these might be resolved
- Work with the Consultants to understand the next steps for all outpatients in clinic and promptly book radiology and/or follow up appointments, preferably as they leave clinic.
- Manage the timely export of charge sheets to Private Care’s outsourced billing provider.

3 - Radiology Bookings
- Coordinate all patient bookings in line with agreed processes and timelines, ensuring information is captured and recorded accurately across the relevant booking systems.
- Issue written confirmation of radiology appointments to patients, Consultants and their medical secretaries and serve as the first point of contact for any queries.
- Develop and implement a process to ensure that paper-based image request forms from outpatient clinics are uploaded to ICE and patients are booked without delay.
- Manage the rota for Consultant Radiologists undertaking ultrasound in Private Care outpatients to ensure there is adequate cover for all lists, escalating any concerns to the Service Manager in a timely manner.
- Ensure that all images are reported by Consultant Radiologists within agreed timescales and that any breaches or issues are addressed directly