Senior Pathway Coordinator - DWLO

Job description

Job responsibilities

Coordinating Care

1. Take overall responsibility for the administrative work carried out by the administrative team within a designated specialty or department.
2. Receive and register referrals on hospital information systems in line with the Trusts Elective Access Policy, ensuring that the administrative team are supported in doing the same.
3. Book, or reschedule, appointments or diagnostics for patients, in accordance with the Trusts Elective Access policy. Take responsibility for resolving complex booking and scheduling issues that have been escalated to you by the administrative team.
4. Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.
5. Identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests.
6. Manage the outpatient waiting list, ensuring escalations are provided appointments within breach
7. Lead and take part in PTL meetings.
8. Prepare information for MDT meetings.
9. Ensure adequate preparation for clinics or admissions, receive and collate reports of investigations such as blood tests and x-rays, and preparing information for clinical teams before the next clinical appointment of the patient.
10. Responsible for procuring items related to patient admissions, or contacting theatres for equipment.

Supporting Clinical Teams

1. Organise meetings for the clinical team, acting as administrative support for specialty meetings as required, which includes agenda preparation, minute taking, updating action trackers for example.
2. Provide diary management and support to the clinical team, including processing their leave arrangements, cancelling clinics and rebooking appointments when leave is approved.
3. Advise and support clinical teams on Trust administrative processes.
4. Support and assist new members of the clinical team, ensuring they are familiarised with the administrative service and have access to Trust systems upon commencement.
5. Provide support on governance issues, such as patient complaints, PALS queries, and incident responses, gathering information in order to support a response.
6. Support local department initiatives, e.g. coordinating and dissemination of responses to local patient surveys as part of audit requirements.

Data Management and Quality

1. Ensure patient demographic data is correct and updated if necessary, checking this at every patient interaction and supporting the administrative team to routinely do the same.
2. Ensure accurate and timely data capture, for all routine and urgent pathways.
3. Complete all validations for non-admitted patients in a timely fashion to ensure appropriate activity is captured in order to ensure income recovery.
4. Proactively identify and follow up on key data items or outcomes that are absent or incomplete.
5. Use information systems to extract data to populate reporting templates as required, and in accordance with reporting schedules.
6. Assist in the preparation and submission of reports or data collections, analysing data and presenting data appropriately for the intended audience, which may include external agencies or stakeholders.
7. Administer and maintain all relevant hospital information systems.
8. Maintain local department databases or logs to enable services to track status or performance in a required area, e.g. complaint responses, leading on the administrative elements of audit activity for the clinical team and specialty.

People responsibilities

1. Provide day to day management to a team of administration staff, including handling of informal disciplinary, grievances, performance issues and sickness management.
2. Allocate work to the administration team, taking into account department priorities and using judgement to delegate work appropriately.
3. Ensure adequate cover across the department, through effective rota management and leave planning.
4. Provide annual staff appraisals, staff development and work based training activities to members of the team.
5. Responsible for the induction and on-going development of a team of administrators, taking responsibility for identifying training needs within the administration team in regards to data entry and pathway/waiting list management and acting upon them.
6. Support with all aspects of the recruitment and selection process, including shortlisting, assessment and interviews.
7. Cascade information to colleagues in the team.
8. Welcome new starters into the team, ensuring they are set up with access to relevant systems and providing them with any required on-the-job training.
9. Provide cross cover for other administrative staff, as required during periods of absence to ensure a consistently high level of service is provided.
10. Assist volunteers in the department.

Service Development and Improvement

1. Identify any trends, reviewing and taking action to address these.
2. Proactively review capacity for the service, identifying potential capacity issues, recommending remedial actions and working with the clinical team to address them.
3. Collate, interrogate and present information on service performance and activity, using expert knowledge of the service and patient pathways to flag any underperformance issues.
4. With the support of the divisional management team, take part in service improvement initiatives for the department, implementing changes in process, reviewing their effectiveness and adapting as required.
5. Investigate any performance issues that are identified by the central performance team, collating information in connection with the issue and compiling reports as required.
6. Regularly update the clinical team and management team with regards operational service delivery.
7. Support and actively engage with the introduction and implementation of new Trust widesystems, for example supporting colleagues as a super user.
8. Able to use reports available within IT systems such as Epic to support with service developments and clinical queries.

General Administration and Office Duties

1. Ensure appropriate handover of any outstanding administrative procedures related to clinical care at the end of a shift, or before periods of absence.
2. Provide secretariat support for the department or division, including organising and administering meetings.
3. Maintain adequate stock levels for the department, using Trust systems to procure required items.
4. Coordinate department diaries or rotas to ensure an efficient service is maintained.
5. Responsible for identifying and reporting environmental issues, resolving general office maintenance issues and reports those that fall beyond personal capabilities.
6. Manage generic inboxes, triaging and ensuring responses are sent by the relevant person in a timely fashion.
7. Maintain patient confidentiality at all times.
8. Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.
9. Adhere to the Trusts Dress Code policy, and ensure a smart and professional appearance at all times.
10. Work flexibly to cover all administrative areas as requested by the supervisor, includingcovering colleagues or periods of absence where appropriate and within the scope of capabilities.
11. Proactively identify potential issues or risks that may compromise the smooth running of the department, and escalate these.
12. Responsible for ensuring an efficient administrative service is provided, and identify opportunities for improvement.

Person Specification

Knowledge and Experience

Essential

• Experience of managing and supervising groups of staff
• Strong interpersonal and organisational skills
• Excellent analytical and problem solving skills

Desirable

• Experience of using Epic IT system

Skills and Competencies

Essential

• Care and attention to detail and accuracy
• Able to work under pressure

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.

Certificate of Sponsorship

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).

Employer details

Employer name

King's College Hospital NHS Foundation Trust

Address

King's College Hospital

Denmark Hill

London

SE5 9RS

Employer's website

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