About this role
Job summary
Assistant Patient Pathway Coordinator for the CAT 7 Acute Paediatrics Admin Team.
Full time hours: 3 days 08:00-16:00, 1 day 08:00 - 15:00 and one late shift 08:00 - 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 smoothly.The 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 smoothly. The post holder will be expected to provide cover for the children's clinic reception during leave. The 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 rated the care provided by the Royal Berkshire NHS Foundation Trust as Good.
Our "CARE" 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, those sent from the GP and recieved through the E-Triage app and referrals recieved internally in line with Trust Access & Administration Process Policy and specialty Standard Operating Procedures (SOPs).
Schedule new 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.
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 Trusts
Coordinate appointments and procedures at other hospitals and organisations, where the pathway requires input from these.
Complete clinic cancellation forms and process according to SOPReschedule outpatient clinics as requested to be carried out in line with waiting time targets.
Use the Trusts medical transcription system and ensure that letters are processed in accordance with SOPs.
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 consultations.
Recognise when patients are on cancer pathways and, liaise with Cancer Services MDT co-ordinators to ensure patients are handed over appropriately.
General AdministrativeUse Trust IT systems and databases to ensure relevant and accurate information is recorded.
Support the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriate.
Cancellations communicate details to the clinician ensuring all information is available.
Ensure healthcare records are tracked to the correct location.
Handle post according to the SOP.
Undertake general typing duties e.g. references and medical reports.
Provide cross cover within admin team and the reception area.
To carry out duties consistent with the post as required by the Patient Pathway Manager/ Coordinator.
Demonstrate high levels of customer care and be an ambassador for customer care within the Trust.
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 dates.
Be part of the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisations.
Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate.
Ensure interpreters are available when required for patient consultations.Inform transport department of patients who require transport following Trust protocols.Send written confirmation of appointments and admissions to all patients.
Support the team in producing timely written and verbal communications with patients, clinicians, nursing staff and management.
Ensure that all information distributed to patients is accurate and up-to-date.Attend clinics where appropriate to co-ordinate the patient pathwayHealth Records Security & Management.
Ensure that Health Records movements are tracked at all times, and that annotations are made on EPR where applicable, to enable full traceability and availability.
Ensure that all Health Records are stored and processed in accordance with Trust guidelines and meets Information Governance standards.
Request Health Records as required by members of the team via EPR.
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)
Person Specification
Education/Qualifications Essential
NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience. GCSE or equivalent experience
Experience Essential
Working in administrative role /working in healthcare settings Experience of using full range of IT systems including accurate data entry and typing. Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
Desirable
Experience of working with patients and providing information regarding their appointments or treatment team
Skills, Knowledge, Abilities. Essential
Knowledge of healthcare administrative systems and processes Ability to communicate effectively, in both written and verbal
Desirable
Understanding of patient priorities and performance targets related to appointments and waiting times
Health care Experience Essential
Experience of scheduling outpatient appointments and/or admissions
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Royal Berkshire NHS Foundation Trust
Address Royal Berkshire Hospital
Craven Road
Reading
RG1 5AN
United Kingdom
Employer's website https://www.royalberkshire.nhs.uk/ (Opens in a new tab)