MSK Pathway Manager

Job description

Job responsibilities

Job Summary:

The postholder will be responsible for providing oversight and management of the MSK patient pathway, ensuring a high-quality patient experience and supporting service development to maintain this. They will work closely with the clinical team to ensure the delivery of key national targets in relation to efficient delivery of a high-quality service.

Leading a small team of administrative staff, the postholder will be responsible for the smooth running of the patient journey by ensuring that coordinated and streamlined administrative processes revolve around the patient and their individual needs.

Main Duties and Responsibilities

Provide advice and guidance and operate as the person of expertise for the MSK service and patient pathways.

Support the APPs with e-RS related triage administration and queries to ensure timely management of MSK referrals.

Maintain robust knowledge and understanding of Trust and Department of Health targets in relation to RTT pathways, the Access Policy, and NHS Digital initiatives in relation to Outpatients and e-Referrals.

Interpret, monitor and analyse MSK waiting list reports and patient activity with high attention to detail and provide accurate and timely information to senior staff regarding patient wait times and capacity shortfalls. Skilled in extracting and validating complex and sensitive data.

Provide expert advice and guidance where necessary, to the outpatient booking team using detailed MKS service knowledge to ensure RTT targets are met.

Monitor for effective clinic utilisation and identify any clinic capacity issues that will impact waiting times, and lead on implementing solutions with support from clinicians and operational team.

To manage the booking of all, follow up appointments in such a way as to maximise the use of available resources, giving due regard to activity levels and waiting times.

Identify service improvements or modernisation initiatives that will enhance the patient experience, improve the quality of care provided or enable improvements in performance and work with the clinical and operational team to implement.

Ensure effective processes and procedures are in place to monitor and track performance to meet the service and Trust targets, participating in and/or provide data information for audits.

Receive information from Senior Managers and clinicians that requires processing and action including routine and non-routine information using judgmental and analytical skills to make decisions based on the information received.

To schedule and attend the monthly MDT meeting, ensuring detailed relevant patient information is disseminated for discussion and MDT outcomes are accurately recorded.

Work independently and unsupervised, referring to and liaising with senior staff, to ensure patients concerns, complaints and unacceptable standards of care are investigated and resolved appropriately, ensuring corrective action is taken in line with Trust policy.

Monitor quality of customer care delivered, ensuring high standards are delivered and maintained at all times and patient enquiries are dealt with efficiently, professionally and appropriately.

Ensure patients are communicated with effectively and in a timely manner in relation to their appointments via email, phone or letter.

To oversee the generation of appointment letters, giving accurate, clear and concise information, ensuring additional information is included as necessary, in the form of information leaflets.

To supervise, support and organise the day to day running of the service, identifying resource needs, distributing workloads and ensuring staff levels are adequate to meet the demand and priorities of the service.

Identify performance and capability issues within the service and work to develop improvements to ensure the best outcome for the service and patients

Monitor staff adherence to Trust and departmental policies, procedures and mandatory training and identifying any training needs for self-development and those of the team.

Provide induction and training to all new staff within the department.

First line management of patient pathway coordinators, including regular one to one meetings, appraisal, and sickness and performance monitoring.

Manage and monitor the ordering and maintenance of stationery stock within the department and authorise orders where appropriate, operating within allocated budget limits.

Identify own training and development needs and undertake appropriate training / education as required.

Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed.

Person Specification

Qualifications and Training

Essential

• Educated to Degree level or equivalent work experience and knowledge gained in the NHS.
• Evidence of continuing professional development

Desirable

• NVQ Level 4 or 2 years experience in senior administrative role

Experience

Essential

• Two years' experience in a senior administrative support role in a patient focussed setting.
• Experience of managing policies and procedures
• Experience of analysing data to identify areas for improvements and make recommendations for action.
• Experience of defining and formulating new processes and policies
• Experience of working with Cerner (iCare), eRS or any relevant patient record management system
• Experience of staff management and performance appraisals. Experience of supervising the workload of others

Desirable

• Understanding of Primary Care, GP and Community Services

Knowledge

Essential

• Detailed knowledge of NHS processes and procedures.
• Experience of analysing data to identify areas for improvements and make recommendations for action.
• Knowledge of RTT performance targets; experience of monitoring patient pathways
• Knowledge of HR practices to support sickness management, performance and conduct issues

Desirable

• Experience of using e-RS, and other patient record management systems

Personal Qualities

Essential

• Dynamic, flexible personality capable of inspiring confidence
• Proactive, forward-thinking, quick problem-solving attitude
• Ability to maintain excellent communication channels and good customer service
• Excellent organisational skills.

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

Lewisham and Greenwich NHS Trust

Address

University Hospital Lewisham

Lewisham High Street

London

SE13 6LH

Employer's website

https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)