Patient Navigator Administration Team

Job summary

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 designatedresponsibilities.

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:

- Monday to Friday

- Saturday.

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

Main duties of the job

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

About us

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.

For more information, please access the following link:

Job description

Job responsibilities

RESPONSIBILITIESAdministration 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 Cares 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 with them and escalated as appropriate.

4 - Inpatient and Day Case Bookings Maintain an up-to-date theatre template for regular lists and work alongside the theatre scheduling team to accommodate ad-hoc bookings, in a timely and responsive manner, keeping all relevant parties involved of progress. 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 inpatient and day case bookings to patients, Consultants and their medical secretaries and serve as the first point of contact for any queries. Ensure that the necessary pre-authorisations are secured from sponsors of care and that any extensions to length of stay are proactively managed, working with the ward clinical teams to obtain any relevant information. Communicate onward actions or important information to the relevant teams, in particular, pre-operative assessment and billing and revenue assurance.

5 - Private Care Service Standards Develop expert knowledge of Private Cares service offering and a robust understanding of the entire patient pathway. Contribute to the development and delivery of service standards and KPIs for Private Cares booking function, ensuring that they are market competitive, meet the needs of key stakeholders and delivery against them is tracked. Work with the Service Manager for Private Care to review demand and capacity and ensure that additional capacity is made available as required, to meet demand and performance targets. Ensure that all written patient correspondence is highly accurate and professionally formatted with excellent use of spelling and grammar.

6 - Patient Navigation Assume responsibility for the continuity of patient care from first outpatient attendance through to admission, ensuring always, that patients are aware of the next steps in their journey and know who to contact with any queries. Develop a cloud-based action tracking mechanism so that all stakeholders can see at a glance where a particular patient is in their journey. Proactively manage the patient journey within outpatients and radiology, ensuring that each stage (booking, reporting and follow up) is delivered in accordance with Private Care KPIs and the patient enjoys an exceptional and attentive November 2022. Ensure that any highlighted next steps are appropriately actioned to ensure there are no administrative delays to patient care.

7 - Systems Train as a super-user of Trust booking, information and patient navigation systems to include, PAS, ICS, ICE and CRIS. Contribute, as part of the project team, to the development and implementation of PathPoint for outpatient clinic booking and theatre bookings within Private Care and train external medical secretaries so that they are confident to use it. Work with the Private Care Finance Analyst to ensure that the operational processes within the bookings teams are reflected in the development of the Trusts Electronic Patient Record (EPR) project, that activity is properly captured and can be automated to feed out to theoutsourced billing provider. Proactively identify opportunities to use technology as an enabler, where appropriate, to enhance the effectiveness and efficiency of the booking teams.

8 - Finance Develop a robust understanding of private patient financing and be able to confidently discuss pricing and estimated costs of treatment with Patients, Consultants and their Medical Secretaries. Ensure that a signed registration form is in place, a credit card token stored and funding is secured and appropriately recorded for every patient attendance, liaising with sponsors of care to secure additional pre-authorisations as required. Work with the Private Care Finance Analyst to ensure that appropriate mechanisms are in place to maximise revenue capture throughout the patient journey, ensuring there is a clear process to feed this information to the outsourced billing provider.

9 - Customer Service Provide an exceptional standard of customer service to all key stakeholders which is proactive, attentive and knowledgeable.

10 - Communication Utilise a variety of strategies to communicate effectively with key stakeholders across the organisation, including Consultants, their private medical secretaries, patients, embassies, referrers and other third-party sponsors of care, delivering an exceptional standard of customer service at all times. Develop and maintain effective and proactive working relationships with key Trust stakeholders to ensure that the operational requirements of Private Care are effectively.managed and coordinated within shared services, in particular radiology and theatres, to deliver a private patient experience Be aware of and sensitive to other cultures and religions whilst dealing with private patients, ensuring vulnerable groups are not discriminated against.

11 - Complex Stakeholder Management Engage and support Consultants to facilitate their practice to deliver the highest standards of patient care in accordance with Private Care service standards. Act as a key point of contact for Consultants and their Private Medical Secretaries to coordinate the timely resolution of issues, escalating them to different Trust departments as required. Use initiative in determining the action to be taken when receiving complex queries and demonstrate an understanding of the appropriate priority.

12 - Improvement Contribute to the development of Standard Operating Policies for the booking functions within Private Care and ensure that they are regularly updated to reflect current practice. Identify changes that may be required within the booking functions to deliver against our objectives and enhance the patient experience and actively implement these changes with the support of the Private Care Service Managers. Collate key themes and learnings from feedback, complaints and incident reports and work with the Service Manager and Head of Operations to develop and implement a cycle of continuous improvement, ensuring that learnings are captured and action plans are put in place to avoid recurrence. Work with the Head of Commercial Finance and Business Analyst to develop a performance dashboard for the booking functions and contribute to its completion through the provision of performance data at periodic intervals. Contribute to the investigation of and response to complaints and incident reports as required. Undertake and input to audit activities, both internal and external.

13 - Teamwork Act as an ambassador for Private Care, both within the Division and the wider Trust, actively promoting and supporting the delivery of Private Care service standards to enable us to meet our growth aspirations Contribute to the recruitment, appointment and induction of new staff within the booking function. Provide cover for colleagues during episodes of sickness and annual leave, ensuring continuity of care and service for patients and other key stakeholders. This job description gives a general outline of the post and is not intended to be inflexible or a final list of duties. It may therefore be amended from time to time in consultation with the post.

Person Specification

Customer Service Excellence

Essential

excellent communication skills

Desirable

relevant experience

Excellent communication

Essential

Communication style and working within a team

Handling complex workloads

Essential

proven experience in customer facing role

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