QM Patient Pathway Administrator

Job description

Job responsibilities

Main Duties and Responsibilities

Communication and Patient Liaison

Communicate 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 complex queries, providing reassurance, an expected response time, and further contact 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.

Coordinating Patient Care

PTL monitoring / updating / escalating where patient pathway issues are identified if not within their scope to resolve.

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 recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team member.

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.

Supporting Clinical Teams

Management of clinical staff inboxes and flagging of high priority correspondence.

Management of virtual clinics, where applicable.

Monitoring of InBasket function for internal correspondence.

Monitoring relevant work queues relating to the service.

Coordinating of clinic template amendment / cancellation forms.

Booking patients in line with clinical diaries as per local processes.

Attendance at meetings when required.

Data Management, Data Quality and Systems Responsibilities

Input and access information on Epic as required.

Ability to use Epic accurately, inputting data and editing entries as required.

Record and capture patient information appropriately and in line with Standard Operating Procedures.

Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.

Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue.

Supporting data quality workstreams and work-queues where appropriate.

Person Specification

Knowledge & experience

Essential

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
• Experience of working in an administrative environment.
• Prior experience in healthcare administration, medical office, or scheduling roles.
• Understanding of Patient Access Targets
• Proficiency in Epic, Patient tracking lists and Work-queues.
• Excellent communication and interpersonal skills
• Attention to detail and strong organisational abilities.
• Ability to multitask and work in a fast-paced healthcare environment.
• Clear & effective communication skills both written and verbal
• Ability to deal with sensitive information with tact and diplomacy. Ability to work as part of a multidisciplinary team (Team Player) Ability to work independently, to manage and prioritise own workload.
• Flexibility to organise and respond quickly to changes.

Desirable

• Strong computer skills, including familiarity with Microsoft Office Suite.

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

Queen Mary's Hospital

Frognal Avenue

Sidcup

DA14 6LF

Employer's website

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