Assistant Patient Pathway Coordinator

Job summary

Assistant Patient Pathway Coordinator for the CAT 7 Community 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.

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

1. 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)2. 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 ups3. Ensure 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 Trusts4. Co-ordinate appointments and procedures at other hospitals and organisations, where the pathway requires input from these5. Complete clinic cancellation forms and process according to SOP6. Reschedule outpatient clinics as requested to be done in line with waiting time targets7. Use the Trusts medical transcription system and ensure that letters are processed in accordance with SOPs8. Liaise 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 consultations9. Recognise when patients are on cancer pathways and, liaise with Cancer Services MDT co-ordinators to ensure patients are handed over appropriatelyPathway Tracking10. To understand 18 weeks referral to treatment (RTT) rules and use them to manage all outpatient and elective patient journeys11. Assist 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 robust12. Support 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 theatres13. Ensure inter-provider transfers are timely and that the appropriate paperwork has been completed and sent or received14. Liaise with internal and external colleagues to share patient pathway and diagnostic information15. Manage and monitor outpatient and theatre scheduling making best use of capacity16. Ensure Trust systems are updated with patient pathway status information and that data quality is maintained17. Proactively support the management of the patient pathway to avoid breaches and take steps to resolve any issues, or escalate where necessaryInpatient Pathway (Speciality Specific)18. Ensure that Trust agreed standard of service is delivered to patients requiring elective admission to speciality19. Ensure details of patients to be admitted are entered onto EPR, recording accurate information20. Contact patients offering them a choice of admission dates and agree with them the date of admission21. Book pre-operative assessment appointments with the agreed timescales22. Act on outcome of pre-operative assessments in timely manner23. Ensure that appropriate tests and investigations are arranged and completed, with results available before surgery24. Liaise with theatres to ensure that specialist equipment is available where needed and that theatre slots are utilised appropriately25. Ensure ward, surgery areas and clinical teams are aware of patients who have been booked in for surgery and any special requirements for the admission26. In line with departmental protocols, communicate basic clinical information to patients relating to their procedures and treatments, ensuring appropriate distribution of patient informationGeneral Administrative27. Use Trust IT systems and speciality databases to ensure relevant and accurate information is recorded28. Support the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriate29. Cancellations communicate details to the clinician ensuring all information is available30. Ensure healthcare records are tracked to the correct location31. Handle post according to SOP32. Manage consultant diaries in accordance with SOP33. Undertake general typing duties references and medical reports34. Provide cross cover within speciality/admin team35. To carry out duties consistent with the post as required by the Patient Pathway Manager/ Coordinator36. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust37. To 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 dates38. Be part of the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisations39. Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate40. Ensure interpreting equipment is available when required for patient Inform transport department of patients who require transport following Trust protocols42. Send written confirmation of appointments and admissions to all patients43. Support the team in producing timely written and verbal communications with patients, clinicians, nursing staff and management44. Ensure that all information distributed to patients is accurate and up-to-date45. Attend clinics where appropriate to co-ordinate the patient pathwayHealth Records Security & Management46. Ensure that Health Records movements are tracked at all times, and that annotations are made on EPR where applicable, to enable full traceability and availability47. All Health Records are stored and processed in accordance with Trust guidelines and meets Information Governance standards48. Request Health Records as required by members of the team via EPR49. For 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)50. Ensure that all medical/clinical notes and correspondence are completed accordingly, merged and filed on Health Records before being forwarded to the next area, or being returned to the Health Records Library51. Provide full support to other members of staff in locating Health RecordsEducation and Training/Self-Development52. Identify own training and development needs and undertake appropriate training/education as required53. Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed54. To attend all statutory and mandatory training as and when required to do so55. Act responsibly in respect of colleagues health, safety and welfare following safe work practices and complying with the Trusts Health and Safety Policies

Person Specification

Qualifications

Essential

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

Knowledge and experience

Essential

Computer Literacy Course ECDL with accurate data entry, typing and checking skills Experience of using of IT systems and patient data systems Ability to communicate effectively with people at all levels

Desirable

Experience of scheduling outpatient appointments and/or admissions or experience of working with patients and providing information regarding their appointments or treatment team

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