Job summary
An exciting opportunity has arisen to join the Paediatric Spinal team at Evelina London Children's Hospital working as a Patient Pathway Coordinator. This post is a 6 month maternity cover and is a full time role covering the service between the hours of 9am-5:00pm.
This is an exciting and challenging role within the Children's Surgical Services, Theatres and PICU clinical group in which the post holder would have an opportunity to make a direct positive impact on patient experience within the Trust.
Main duties of the job
The successful applicant will be responsible for the management of booking all inpatient admissions in line with the NHS 18 Week PatientPathway and responding to patient queries via phone and email.
The post holder will also be responsible for any service improvement projects within the Paediatric Spinal and Orthopaedics team working with theAssistant Service Manager.
The post holder will be required to work closely with the clinical team and the Paediatric Orthopaedics Admissions Officer. They may also be required to support the Senior MDT Co-Ordinator and Patient Pathway Co-Ordinator/ Validator as necessary.
The post holder must be IT literate and have the ability to navigate trust IT systems as well as monitor the utilisation of theatre lists and ensurethey are fully utilised.
The role requires the ability to liaise with all disciplines of staff i.e. Directorate Managers, Consultants, Nurses and administrative colleagues. The successful candidate will work well as part of a team, be professional and personable at all times, able to multi-task as well as being able to workunder pressure.
Candidates must be flexible to the needs of the service, attend meetings as and when necessary and have excellent communication skills. This isan opportunity join a great team and environment where you are enabled to develop.
About us
Evelina London is part ofGuy's and St Thomas' NHS Foundation Trustand we are responsible for providing services for women and children. With over 3,000 dedicated staff, and led by an Executive Team and Board, we have significant devolved autonomy to focus operationally and strategically upon the needs of our patients. We also benefit from being part of a large and successful NHS foundation trust, whose values we share. We have an ambitious strategic development programme, with backing from Guy's and St Thomas'.
Job description
Job responsibilities
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines.
- Be responsible for the scheduling of outpatient, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Liaise with patients prior to their hospital visit to ensure that a mutually convenient date and time is agreed.
- Ensure that patients are appropriately reminded of their appointments. This may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Ensure that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
- Ensure that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Using the PML (Patient Management Listings) ensure that the booking of all patients is line in with Trust and National waiting time targets and escalate exceptions.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.
- Responsible for the accurate input and maintenance of confidential data onto relevant
Trust IT systems.
- To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
- Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.
- In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
- Work flexibly to ensure the department operates effectively, including working across both acute hospital sites and across all specialty boundaries.
- Assist in investigating any complaints or incidents that arise in relation appointments or admissions for your speciality.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
- Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.
Standards monitoring
- Ensure telephone calls are answered within the agreed time and in line with the Trust greeting policy.
- Ensure that all patient demographics are checked and updated on all Trust systems.
- Ensure patient cancellations/changes are recorded appropriately on all relevant Trust systems.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on PIMS.
- Ensure that Patient Management List (PML) is proactively managed in line with Patient Access targets.
- Ensure that local and Trust policies are adhered to at all times.
- Ensure that all clinics are cashed up within 24 hours of the end of the clinic with all appropriate outcomes completed.
- Ensure that all waiting list requests are added to the waiting list within 2 working days of receipt of request.
- Ensure urgent referrals are dealt with in line with agreed protocols.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on PIMS.
- Escalate any issues and breaches of the above standards to the Team Leader in the first instance.
- Support the Team Leader to investigate any breaches of the above standards.
Other
- Work within a multi-disciplinary team in developing the service in line with departmental plans and Trust corporate objectives.
- Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post.
- Participate in department development as appropriate and participate in departmental meetings.
- Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department.
- Undertake any training as required to complete the tasks associated with the job role.
- Ensure that all health records are appropriately tracked and securely stored whilst in the department according to the Health Records Policy.
- To provide general administration support as directed by management
Job description
Job responsibilities
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines.
- Be responsible for the scheduling of outpatient, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Liaise with patients prior to their hospital visit to ensure that a mutually convenient date and time is agreed.
- Ensure that patients are appropriately reminded of their appointments. This may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Ensure that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
- Ensure that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Using the PML (Patient Management Listings) ensure that the booking of all patients is line in with Trust and National waiting time targets and escalate exceptions.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.
- Responsible for the accurate input and maintenance of confidential data onto relevant
Trust IT systems.
- To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
- Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.
- In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
- Work flexibly to ensure the department operates effectively, including working across both acute hospital sites and across all specialty boundaries.
- Assist in investigating any complaints or incidents that arise in relation appointments or admissions for your speciality.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
- Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.
Standards monitoring
- Ensure telephone calls are answered within the agreed time and in line with the Trust greeting policy.
- Ensure that all patient demographics are checked and updated on all Trust systems.
- Ensure patient cancellations/changes are recorded appropriately on all relevant Trust systems.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on PIMS.
- Ensure that Patient Management List (PML) is proactively managed in line with Patient Access targets.
- Ensure that local and Trust policies are adhered to at all times.
- Ensure that all clinics are cashed up within 24 hours of the end of the clinic with all appropriate outcomes completed.
- Ensure that all waiting list requests are added to the waiting list within 2 working days of receipt of request.
- Ensure urgent referrals are dealt with in line with agreed protocols.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on PIMS.
- Escalate any issues and breaches of the above standards to the Team Leader in the first instance.
- Support the Team Leader to investigate any breaches of the above standards.
Other
- Work within a multi-disciplinary team in developing the service in line with departmental plans and Trust corporate objectives.
- Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post.
- Participate in department development as appropriate and participate in departmental meetings.
- Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department.
- Undertake any training as required to complete the tasks associated with the job role.
- Ensure that all health records are appropriately tracked and securely stored whilst in the department according to the Health Records Policy.
- To provide general administration support as directed by management
Person Specification
Qualifications/Experience
Essential
- Evidence of some formal further training in short courses, experience of a range of admin practices
- Significant experience of healthcare administration
Experience
Essential
- Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel
- Confidence in making decisions when dealing with competing priorities
- Able to demonstrate excellent written English including grammar, punctuation and structuring written text
Desirable
- Experience of working within the NHS in an administrate capacity
- Experience of admissions within a NHS setting
Additional Information
Essential
- To be flexible in their approach to the work, according to priorities and changing organisational systems
Person Specification
Qualifications/Experience
Essential
- Evidence of some formal further training in short courses, experience of a range of admin practices
- Significant experience of healthcare administration
Experience
Essential
- Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel
- Confidence in making decisions when dealing with competing priorities
- Able to demonstrate excellent written English including grammar, punctuation and structuring written text
Desirable
- Experience of working within the NHS in an administrate capacity
- Experience of admissions within a NHS setting
Additional Information
Essential
- To be flexible in their approach to the work, according to priorities and changing organisational systems
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.
