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Assistant Patient Pathway Coordinator

2 months ago

Reading, United Kingdom Royal Berkshire NHS Foundation Trust Full time

Job summary

Assistant Patient Pathway Coordinator for the CAT 7 Paediatric admin team.

Full time hours:4 days 08:00-16:00 and one late shift 09:00 - 17:00

The job description should be regarded as a guide to the planned duties and responsibilities of the post. The description is not exhaustive and will be subject to periodic review in association with the post holder.

The post holder will be the point of contact for all administrative issues relating to patients' pathway of care. The post holder will work as part of a multi-disciplinary team and will provide support in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and a knowledgeable point of contact. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

Main duties of the job

The post holder will be the point of contact for all administrative issues relating to patients' pathway of care. The post holder will work as part of a multi-disciplinary team and will provide support in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and a knowledgeable point of contact. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

The job holder will display the agreed behaviours of the Directorate and the Trust as encapsulated by the performance management and personal development documentation, and in particular, the Trust expects all staff to comply with all relevant policies and codes of conduct and to display the values of the Trust. The key purpose of this role is to deliver a 'world class' service to the Trust and the job holder will be expected to deliver this level of service through personal conduct, personal responsibility and the following key characteristics.

About us

Reading sits on the river Thames and is served by great road and rail links to London, Oxford and Southampton. With excellent leisure and shopping facilities, and a thriving cultural scene, Reading is a wonderful place to live, work and play and provides excellent facilities for families, including some of the best state and private schools in the UK.

The CQC recently rated the care provided by the Royal Berkshire NHS Foundation Trust as Good.

Our values: Compassionate, Aspirational, Resourceful, Excellent, reflect the type of Trust we aspire to be and you can join our dedicated and talented staff to make this happen.

Job description

Job responsibilities

Full training will provided.

Process and log all referrals, including paper and Choose and Book, in line with Trust Access & Administration Process Policy and specialty Standard Operating Procedures (SOPs)Schedule new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow upsEnsure that any diagnostics and investigations that are required as part of the patient pathway have been requested and that the results are available for consultations. This will include those that are carried out at other TrustsCoordinate appointments and procedures at other hospitals and organisations, where the pathway requires input from theseComplete clinic cancellation forms and process according to SOPReschedule outpatient clinics as requested to be carried out in line with waiting time targetsUse the Trusts medical transcription system and ensure that letters are processed in accordance with SOPsLiaise with patient records staff, clinical colleagues, other admin teams and other organisations to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultationsRecognise when patients are on cancer pathways and, liaise with Cancer Services MDT co-ordinators to ensure patients are handed over appropriately

Pathway TrackingTo understand 18 weeks referral to treatment (RTT) rules and use them to manage all outpatient and elective patient journeysAssist in the validation of the RTT Patient Tracking List (PTL). Investigate and take the appropriate action where pathways are incomplete to ensure that patients are receiving timely treatment and Trust Information is robustSupport the identification and escalation of any issues to the PPC which compromises delivery of the 18-Week RTT pathway, lack of capacity either in outpatients or theatresLiaise with internal and external colleagues to share patient pathway and diagnostic informationManage and monitor outpatient and theatre scheduling making best use of capacityEnsure Trust systems are updated with patient pathway status information and that data quality is maintainedProactively support the management of the patient pathway to avoid breaches and take steps to resolve any issues, or escalate where necessaryInpatient Pathway (Speciality Specific)Ensure that Trust agreed standard of service is delivered to patients requiring elective admission to specialityEnsure details of patients to be admitted are entered onto EPR, recording accurate informationContact patients offering them a choice of admission dates and agree with them the date of admissionBook pre-operative assessment appointments with the agreed timescalesIn line with departmental protocols, communicate basic clinical information to patients relating to their procedures and treatments, ensuring appropriate distribution of patient information.

General AdministrativeUse Trust IT systems and databases to ensure relevant and accurate information is recordedSupport the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriateCancellations communicate details to the clinician ensuring all information is availableEnsure healthcare records are tracked to the correct locationHandle post according to SOPManage consultant diaries in accordance with SOPUndertake general typing duties references and medical reportsProvide cross cover within specialty/admin teamTo carry out duties consistent with the post as required by the Patient Pathway Manager/ CoordinatorDemonstrate high levels of customer care and be an ambassador for customer care within the TrustTo be the friendly, sensitive and accessible focus for patient and carer communication, ensuring that all patients have the opportunity to agree their appointment and admission datesBe part of the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisationsPromptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriateEnsure interpreting equipment is available when required for patient transport department of patients who require transport following Trust protocolsSend written confirmation of appointments and admissions to all patientsSupport the team in producing timely written and verbal communications with patients, clinicians, nursing staff and managementEnsure that all information distributed to patients is accurate and up-to-dateAttend clinics where appropriate to co-ordinate the patient pathwayHealth Records Security & ManagementEnsure that Health Records movements are tracked at all times, and that annotations are made on EPR where applicable, to enable full traceability and availabilityAll Health Records are stored and processed in accordance with Trust guidelines and meets Information Governance standardsRequest Health Records as required by members of the team via EPRFor non-clinical requirements, retrieve Health Records from the Trust (Other than the Health Records Library, and satellite offices where the Health Records Department will manage this process for you)

Person Specification

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Essential

NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience GCSE or equivalent

.

Essential

NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience GCSE or equivalent Experience of using full range of IT systems including accurate data entry, typing and checking skills Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature

Desirable

Experience of working in a healthcare setting or posses good customer care experience

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