Patient Admin Team

1 month ago

Peasedown Saint John, United Kingdom Independent Health Group Full time

Job summary

Recently rated Outstanding by the CQC, Independent Health Group is a leading provider of local, high quality NHS treatment across England. We use specialist community settings to deliver our appointments and surgery to offer NHS patients access to the healthcare they need, conveniently closer to home. We pride ourselves on being a great place to work and consistently perform extremely well on NHS survey.

Due to expanding our business we have an exciting opportunity for an experienced Patient Pathway Co-ordinator to join our team at our Head Office in Peasedown St John, near Bath. Although the position is full time, for the right candidate we would be happy for someone to work reduced hours, 4 days per week or a 9 day fortnight.

The team covers Monday Friday between the hours of 8am and 5pm on a rota basis. Ideally, we are looking for people who have previously worked in a medical secretary or administrative role but are open to applicants from other backgrounds with the right personality and transferable skills.

Main duties of the job

The role involves managing every step of a patients pathway from initial referral to discharge so provides a diverse range of tasks. You will be responsible for the effective processing of electronic referrals to ensure patients are offered appointments in line with waiting list targets, sending appointment confirmation letters, dealing with diagnostic test requests, typing clinic letters, producing discharge summaries, and supporting other functions of the admin department. You will be the first point of contact for patients and health care providers with enquiries via telephone and email.

This is an ideal opportunity for a proactive, detail orientated person with good customer/patient service skills who can work following their own initiative as part of a busy team and can prioritise their own workload effectively.

About us

We believe that happy colleagues deliver better care and to this end we encourage a supportive and friendly team atmosphere, offer 1 to 1s for all staff members and have monthly team lunches and an office treat box. We strive to create an inclusive environment which nurtures the well-being of our employees whilst providing opportunities for development and progression.

You will have your own desk in a modern, airy office with free parking. Full on the jobtraining will be provided, as required. The starting salary will be£23, per annum pro rata, this will be reviewed annually following appraisal. We arekeen to develop all staff and we have an admin framework to assist withprogression and development within the company.

Our staff benefits include:

Working in a modern office building

Free parking

Additional days leave for birthday (weekdays only)

Full on-the-job training & regular 1 to 1s to support staff

Private pension scheme (6% employer contribution)

5% annual bonus payment (discretionary)

If you would like more information about the role, or for an informal discussion, please contact Karen Dixon, Admin Team Lead, at . We regret that we are unable to sponsor working visa's so all candidates must have the right to work in the UK.

Job description

Job responsibilities

The Patient Pathway Coordinator will assist the Administration Team to deliver high quality administration to ensure the seamless transition of the patient journey, from initial referral into the IHG service through to discharge back to the referring GP, providing an effective, efficient and best possible patient experience.

Daily Responsibilities

Management of Appointment System:

· Provide first response to patient enquiries in a timely manner via phone, email or fax.

· Follow standard operating procedures for efficient management of all patient appointments through the NHS E Referral System and the Patient Administration System (PAS) SystmOne within departmental KPIs.

· Liaise with theatre practitioners, clinicians, other members of staff, GP Practices and other external organisations to provide a first-class service to our patients.

· Plan/schedule clinics and surgical lists to meet the business requirements under the direction of the Patient Admin team Lead.

· Maintain quality targets regarding patient waiting times.

Management of the Patient Medical Record

· Ensure patient records are well maintained and information recorded accurately and updated with most up to date contact information.

· Ensure all correspondence, reports, and test results are actioned accordingly and scanned into the patient record in an efficient and timely manner.

Specific Tasks

· Use initiative, planning and organisational skills to maintain an effective and efficient working office. Be able to prioritise workload in order to keep organisation deadlines and KPIs.

· To support other team members by performing peer reviews to ensure competencies remain high.

· Undertake quality audits on patient administration and records.

· Support the Patient Admin Team Lead to review clinic and theatre utilisation daily to ensure gaps in both clinic and theatre sessions are filled/adjusted where possible. Escalate clinic capacity issues as required.

· Monitor workload within their speciality of responsibility to ensure KPI’s are met and if/when appropriate offer support to other members of the team. Reporting regularly to the Patient Admin Team Lead and escalating any issues/challenges when necessary.

· To deal with patient’s queries offering non-clinical advice as required and escalate to the relevant team as necessary communicating professionally, with empathy and understanding the sensitive complex nature of information.

· Booking and rebooking clinic/surgical appointments including printing and sending out appointment confirmation letters.

· Booking surgical appointments within national and local KPIs whilst managing patient expectations around choice.

· Management of appointment outcomes according to each specific specialty pathway and any other further actions required tests, funding applications, onward referrals. Ensuring accuracy and Referral to Treatment Times are adhered to.

· Management of the onward referral process according to each specific specialty and CCG ensuring accuracy and quality.

· Production, checking and sending of electronic discharge summaries to GPs within 24 hours via SystmOne or NHS email.

· Production, checking and sending of clinic letters to referrers & patients via SystmOne, secure email or post within contractual CCG KPIs ensuring quality and accuracy.

· Management of the patient pathway through the Prior Approval process in line with CCG policies and escalating issues, as necessary.

· Follow standard operating procedures for efficient management of the Patient Administration.

· Carry out other administrative duties commensurate with the role.

· Maintaining and management of all waiting/task lists within SystmOne ensuring the patient moves through their pathway efficiently and within departmental KPIs timeframes.

Person Specification

Experience

Essential

Experience of working in a similar customer service role, dealing with the public over the telephone. Broad administration experience including maintaining records, preparing correspondence, handling enquiries Experience in working with various IT systems

Desirable

Experience of working in the health or care sector

Personal competencies

Essential

Strong patient/customer service ethos Respects confidentiality Self-assured and uses initiative on a daily basis Calm under pressure Flexible and able to adapt to regular change in processes

Qualifications

Essential

Good general education to GCSE or equivalent level, including passes in Mathematics and English

Desirable

Evidence of further education or study

Knowledge and skills

Essential

Effective written and verbal skills Excellent interpersonal skills, including a friendly approachable telephone manner Well organised Able to manage multiple tasks and deliver to deadlines A team player Diligent with excellent attention to detail Good IT skills

Desirable

Audio typing Ability to touch type

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