About this role
Job summary
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.
Main duties of the job
1. Process and log all referrals, including paper and Choose and Book, in line with Trust Access Policy and speciality SOP.
2. Schedule new and follow up appointments with the most appropriate clinician, ensuring that capacity is proactively and efficiently used, escalating issues as required to the Admin Manager/Team Leader
3. Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested, including those carried out at other Trusts.
4. Assist in the co-ordination of appointments and procedures at other hospitals and organisations, where required
About us
Kingston and Richmond NHS Foundation Trust has four key values and we want to employ and work with people who share these values and demonstrate behaviours that support them. They are:
Compassionate- We treat everyone with kindness, understanding and empathy
Inclusive- We are respectful, fair and open, valuing everyone's unique contribution
Collaborative-We work together across our teams and with our partners and are helpful, positive and supportive
Inspiring- We strive for the best for patients, communities, staff and partners and are always learning and improving
Job description Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Person Specification
Experience Essential
Experience of using full range of IT systems and patient data systems Experience of using Microsoft Office, including Word and Excel Experience of working in a multi-disciplinary team Experience of handling complaints Exceptional customer service background
Desirable
Experience of working in the NHS or healthcare setting Experience of using digital dictation systems Experience of scheduling outpatient appointments and/or admissions Experience of working in a healthcare setting Previous call centre / call handling experience
Skills Essential
Accurate data entry, typing and checking skills Ability to produce letters / reports using Word and Excel Excellent interpersonal skills Ability to communicate effectively with people at all levels Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature Ability to plan, prioritise and delegate workload Manage and interpret data correctly to inform decision making Pays attention to detail Ability to initiate & coordinate change to own working practices Excellent IT skills
Desirable
Conflict resolution skills Appropriate assertiveness skills
Knowledge Essential
Understanding of patient priorities and performance targets related to appointments and waiting times Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
Desirable
Understanding of Primary Care, GP and community services Basic knowledge of medical terminology In depth understanding of medical technology appropriate to specialism Good knowledge of speciality specific patient pathways Thorough knowledge of healthcare administrative systems and processes
Other Essential
Ability to work for long periods on computer Ability to maintain a professional approach at all times Ability to follow and work to policies and protocols Reliable and adaptable
Desirable
Knowledge of the local area
Qualifications Essential
Educated to A-level, or NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience Customer services qualification via an Apprenticeship (This role offers a mandatory enrolment to gain this qualification). GCSE or equivalent in English and Maths, grades A-C
Desirable
Computer Literacy Course e.g. ECDL
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 Kingston and Richmond NHS Foundation Trust
Address Kingston Hospital
Galsworthy Road
Kingston Upon Thames
KT2 7QB
United Kingdom
Employer's website https://www.kingstonandrichmond.nhs.uk/ (Opens in a new tab)