Job summary
The Patient Pathway Coordinator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service. It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust's Access Policy: an agreement to adhere to these policies according to NationalTrust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.To monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies. To identify from the tracking list the next steps in the patient care pathway in line with clinical need. To ensure that pathways are actively managed and any appointments are made in line with the Trust's Access Policy.Furthermore the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group. Plus, identify and suggest improvements that can be made to thepatient care pathway and/or the patient pathway tracking process.
Main duties of the job
- Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust's values.
- Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and 'In-Basket'.
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
Main Duties and Responsibilities 1. Communication and Patient LiaisonCommunicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trusts values. Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients. Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and In-Basket.Escalate more complex queries, providing reassurance, an expected response time, and furthercontact details as appropriate. Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.2. Coordinating Patient CarePTL monitoring / updating to ensure RTT pathways are correct and Access Policy. Plus proactively find resolutions to improve the speed of treatment by working directly with clinicians and managerswith any escalation of breaches as required.Responsible for booking of patients appointments, diagnostics and inpatient stays, throughout their patient pathway.Corresponding with patients, practices and internal staff. Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances. Management of patient correspondence via text reminder services. Responsible for checking all patients are accurately placed on the waiting list on the Epic system.Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes. Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.Process and register referrals, booking outpatient appointments within Epic.To book interpreters as required.Collate required patient information at the request of clinical teams. 3. Supporting Clinical TeamsManagement of clinical staff inboxes and flagging of high priority correspondence. Management of virtual clinics, where applicable.
Job description
Job responsibilities
Main Duties and Responsibilities 1. Communication and Patient LiaisonCommunicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trusts values. Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients. Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and In-Basket.Escalate more complex queries, providing reassurance, an expected response time, and furthercontact details as appropriate. Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.2. Coordinating Patient CarePTL monitoring / updating to ensure RTT pathways are correct and Access Policy. Plus proactively find resolutions to improve the speed of treatment by working directly with clinicians and managerswith any escalation of breaches as required.Responsible for booking of patients appointments, diagnostics and inpatient stays, throughout their patient pathway.Corresponding with patients, practices and internal staff. Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances. Management of patient correspondence via text reminder services. Responsible for checking all patients are accurately placed on the waiting list on the Epic system.Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes. Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.Process and register referrals, booking outpatient appointments within Epic.To book interpreters as required.Collate required patient information at the request of clinical teams. 3. Supporting Clinical TeamsManagement of clinical staff inboxes and flagging of high priority correspondence. Management of virtual clinics, where applicable.
Person Specification
Qualification, Knowledge and Skills
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths
- Experience of working in a administrative environment.
- Strong computer skills, including familiarity with Microsoft Office Suite.
- Excellent communication and interpersonal skills
- Ability to communicate effectively with all levels of staff and patients both verbally and in writing
Desirable
- Understanding of Patient Access Targets
- Proficiency in Epic, Patient tracking lists and Work-queues.
Person Specification
Qualification, Knowledge and Skills
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths
- Experience of working in a administrative environment.
- Strong computer skills, including familiarity with Microsoft Office Suite.
- Excellent communication and interpersonal skills
- Ability to communicate effectively with all levels of staff and patients both verbally and in writing
Desirable
- Understanding of Patient Access Targets
- Proficiency in Epic, Patient tracking lists and Work-queues.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
