Liver Pathway Co-ordinator

Job description

Job responsibilities

Main Duties and Responsibilities

1. 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 more 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.

2. Coordinating Patient Care

PTL 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 managers with 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 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.

Clinical diary management for the purposes of arranging leave.

Attendance at meetings when required.

Supporting clinical teams on rota management where appropriate.

4. Data Management, Data Quality and Systems Responsibilities

Input and access information on Epic as required.

Ability to use Epic to an advanced level and 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. 5. Personal Development

Support national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts.

Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.

Actively engage in Continuous Professional Development opportunities in line with set objectives.

Actively engage in appraisal process.

6. General responsibilities

Carry out general office duties such as photocopying, scanning and filing.

Handle incoming and outgoing mail in a timely manner.

Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.

Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor.

Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.

Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.

Assist volunteers in the department.

Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.

Where required take minutes and action notes of meetings.

General

• The post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post.
• To observe the rules, policies, procedures and standards of King's College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations.
• We want to be an organisation where everyone shares a commitment to delivering the very best care and feels like their contribution is valuable and valued.
• At Kings we are a kind, respectful team:

Kind. We show compassion and understanding and bring a positive attitude to our work

Respectful. We promote equality, are inclusive and honest, speaking up when needed

Team. We support each other, communicate openly, and are reassuringly professional

• To observe and maintain strict confidentiality of personal information relating to patients and staff.
• To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.
• This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.
• All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication.
• Everyone is responsible for promoting inclusion no matter their role or team. At Kings, we want to create an environment where everyone feels valued, respected and welcomed

Safe Guarding

The Trust takes the issues of Safeguarding Children, Adults and addressing Domestic Abuse very seriously. All employees have a responsibilityto support the organisation in our duties by;

• attending mandatory training on safeguarding children and adults
• familiarising themselves with the Trust's processes for reporting concerns
• reportingany safeguarding child or adult concerns appropriately

Infection Control Statement

The post holder has an important responsibility for and contribution to infection control and must be familiar with the infection control and hygiene procedures and requirements when in clinical areas.

The post holder has an important responsibility for and contribution to make to infection control and must be familiar with the infection control and hygiene requirements of this role.

These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures which will be made clear during your induction and subsequent refresher training. These standards must be strictly complied with at all times.

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.

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)