Job summary
Assistant Patient Pathway Coordinator CDC - Band 3
This is an exciting opportunity for a proactive individualto develop their administrations skills and work within a busy Team.
You will work as the point of contact for all administrative issues relating to patient's pathway of care, working alongside Consultants and administrative colleagues.
The post holder will be responsible for answering patient queries via telephone, email and face to face, booking clinical appointments, ensuring capacity is appropriately used, problem solving, RTT and liaison with Clinicians
Interview Date TBC
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 Point of Delivery team (POD), 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 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.
About us
Croydon Health Services NHS Trust provide hospital and community services from a number of community and specialist clinics throughout Croydon. The Trust was formed on 1st August 2010 through the integration of Croydon Community Health Services and Mayday Healthcare NHS Trust. Around 4,100 staff provide services for a population of over 360,000 people who are relatively young with a high level of ethnic diversity.
Our main hospital site, Croydon University Hospital is one of the busiest in London. We're also leading the way in providing more healthcare outside hospitals at clinics, specialist centres and in people's homes. Our experienced district nursing teams, Allied Health Professionals and community matrons look after people of all ages across Croydon and our Children's Hospital at Home cares for children with long-term conditions without them having to come to hospital.
Across the NHS everyone is working hard to meet growing demand and we're no exception. But with the right people on board, we are rising to this challenge, putting our people in the driving seat, encouraging innovation and transforming our services to give local people the quality of care they deserve. Croydon Health Services puts a great deal of importance on education and training throughout the careers of all of our staff. As well as offering access to a range of core skills training and professional development.
Job description
Job responsibilities
****Please see the attached supporting document which contains more information about the role in job description and person specification****
Job description
Job responsibilities
****Please see the attached supporting document which contains more information about the role in job description and person specification****
Person Specification
EDUCATION AND QUALIFICATIONS
Essential
- Educated to A level or equivalent standard
- NVQ Level 3 in Business Administration/Customer Care or equivalent experience
- GCSE / O' level or equivalent, Grade C or higher in English and Maths
Desirable
- Evidence of on-going continuous personal development (CPD) and training
- Secretarial qualification (e.g. AMSPAR)
- Computer Literacy Course e.g. ECDL
KNOWLEDGE AND EXPERIENCE
Essential
- Experience of using of IT systems and patient data systems
- Experience of scheduling outpatient appointments and/or admissions
- Experience of working with patients and providing information regarding their appointments
- Knowledge of healthcare administrative systems and processes
- Experience of customer service in a multi-cultural environment
- Knowledge and understanding of the importance of equal opportunities
- Demonstrates understanding of importance of maintaining privacy and dignity
- Experience of prioritising own workload in a highly pressurised working environment
Desirable
- Knowledge of medical terminology appropriate to specialism
- Knowledge of speciality specific patient pathways
- Experience of handling patient complaints
- Supervisory Experience
Personal Qualities
Essential
- Excellent organisational skills
- Ability to successfully manage and resolve difficult situations
- Able to communicate accurately and effectively with patients and colleagues, verbally and in writing
- Ability to build strong relationships with colleagues at all levels
- Understands importance of maintaining confidentiality
- High degree of accuracy and attention to detail
- Ability to work alone and part of a team
- Working knowledge of MS Office packages
- Flexible approach to shift patterns
- Ability to use own judgement to resolve problems
- Ability to plan, organise and accomplish a variety of concurrent assignments
- Ability to follow policies and procedures
- Manage and interpret data correctly to inform decision making
- Ability to initiate and co-ordinate change to own working practices
- Understanding of patient priorities and performance targets related to appointments and waiting times
Desirable
- Proficient typist (approx 60 WPM)
- Contributes to service improvement
- Makes a positive contribution to effective multi-disciplinary team working
Person Specification
EDUCATION AND QUALIFICATIONS
Essential
- Educated to A level or equivalent standard
- NVQ Level 3 in Business Administration/Customer Care or equivalent experience
- GCSE / O' level or equivalent, Grade C or higher in English and Maths
Desirable
- Evidence of on-going continuous personal development (CPD) and training
- Secretarial qualification (e.g. AMSPAR)
- Computer Literacy Course e.g. ECDL
KNOWLEDGE AND EXPERIENCE
Essential
- Experience of using of IT systems and patient data systems
- Experience of scheduling outpatient appointments and/or admissions
- Experience of working with patients and providing information regarding their appointments
- Knowledge of healthcare administrative systems and processes
- Experience of customer service in a multi-cultural environment
- Knowledge and understanding of the importance of equal opportunities
- Demonstrates understanding of importance of maintaining privacy and dignity
- Experience of prioritising own workload in a highly pressurised working environment
Desirable
- Knowledge of medical terminology appropriate to specialism
- Knowledge of speciality specific patient pathways
- Experience of handling patient complaints
- Supervisory Experience
Personal Qualities
Essential
- Excellent organisational skills
- Ability to successfully manage and resolve difficult situations
- Able to communicate accurately and effectively with patients and colleagues, verbally and in writing
- Ability to build strong relationships with colleagues at all levels
- Understands importance of maintaining confidentiality
- High degree of accuracy and attention to detail
- Ability to work alone and part of a team
- Working knowledge of MS Office packages
- Flexible approach to shift patterns
- Ability to use own judgement to resolve problems
- Ability to plan, organise and accomplish a variety of concurrent assignments
- Ability to follow policies and procedures
- Manage and interpret data correctly to inform decision making
- Ability to initiate and co-ordinate change to own working practices
- Understanding of patient priorities and performance targets related to appointments and waiting times
Desirable
- Proficient typist (approx 60 WPM)
- Contributes to service improvement
- Makes a positive contribution to effective multi-disciplinary team working
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.
