Job summary
Join #TeamLNWH in the £9 million, brand new, state of the art North West London Elective Orthopaedic Centre.
Based at Central Middlesex Hospital in Brent, the Elective Orthopaedic Centre (EOC) will see over 4,000 North-West Londoners a year for routine bone and joint surgery when it opens in December 2023.
Formed in colloboration between the Acute Provider Trusts in North-West London (Chelsea & Westminster NHS FT, Hillingdon Hospitals NHS Trust, Imperial College NHS Trust and London North-West University Health Trust), the EOC will be a brand new way of delivering care to the patients of North-West London. The EOC will be a central surgical hub that offers routine orthopaedic surgery to patients from all the Acute NHS Trusts in North-West London.
We are looking for enthusiastic and dedicated people to come and join us as Patient Pathway Coordinators in this exciting new venture and to support our patients through their care journey.
Main duties of the job
The role will entail working in the Elective Orthopaedic Centre at Central Middlesex Hospital to facilitate the smooth running of the patient journey by ensuring co-ordinated and streamlined administrative processes revolve around the patient and their individual needs.
Patient Pathway Coordinators provide support to patients by answering their queries to help them navigate various administrative and logistic processes and provide an understanding of what will happen before, during and after their surgery at the Elective Orthopaedic Centre.
As a patient's first and last point of contact with the service, special attention should be given consistently to deliver a positive patient experience by providing a welcoming, helpful and supportive administrative service.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description
Job responsibilities
Communication:
Process incoming and outgoing telephone calls/email enquiries in accordance with Trust policy and respond in an appropriate manner which may involve the provision of non-clinical advice. Telephone calls will involve contact with patients, carers and health professionals with occasional distressing and emotional situations. Distributing patient queries to professionals as required.
Liaise with staff from other orthopaedics teams across North West London Acute Provider Trusts as appropriate to ensure the efficient and smooth running of the service.
Support patients with their specific Transport and journey-making needs to the Elective Orthopaedic Centre. Provide information around patient transport and travel options to and from the EOC. Where applicable ensure patient transportation bookings are made for journeys to and from the EOC.
Patient Confidentiality:
Always maintain absolute patient confidentiality in accordance with Trust policy and the current relevant legal framework such as the Data Protection Act.
Information Technology/System Utilisation:
Regularly utilise Trust Information Systems for the creation of correspondence, reports and other documents. Develop a thorough knowledge and understanding of the CERNER Patient Administration System (PAS)
Ensure patient information is maintained and updated on the appropriate patient information system.
Updating RTT data to our Information System to support the delivery of our patient care pathways.
Physical Skills:
Utilise advanced keyboard skills to typing or equivalent to produce clinical and routine correspondence to health professionals, patients and their carers
Job description
Job responsibilities
Communication:
Process incoming and outgoing telephone calls/email enquiries in accordance with Trust policy and respond in an appropriate manner which may involve the provision of non-clinical advice. Telephone calls will involve contact with patients, carers and health professionals with occasional distressing and emotional situations. Distributing patient queries to professionals as required.
Liaise with staff from other orthopaedics teams across North West London Acute Provider Trusts as appropriate to ensure the efficient and smooth running of the service.
Support patients with their specific Transport and journey-making needs to the Elective Orthopaedic Centre. Provide information around patient transport and travel options to and from the EOC. Where applicable ensure patient transportation bookings are made for journeys to and from the EOC.
Patient Confidentiality:
Always maintain absolute patient confidentiality in accordance with Trust policy and the current relevant legal framework such as the Data Protection Act.
Information Technology/System Utilisation:
Regularly utilise Trust Information Systems for the creation of correspondence, reports and other documents. Develop a thorough knowledge and understanding of the CERNER Patient Administration System (PAS)
Ensure patient information is maintained and updated on the appropriate patient information system.
Updating RTT data to our Information System to support the delivery of our patient care pathways.
Physical Skills:
Utilise advanced keyboard skills to typing or equivalent to produce clinical and routine correspondence to health professionals, patients and their carers
Person Specification
Education/Qualifications
Essential
- oEducated to A-Level/NVQ level 3, 5 GCSEs, graded at C or above or equivalent
Desirable
- Undergraduate degree
- Medical Terminology course
Knowledge
Essential
- Excellent understanding of the RTT waiting times guidance
- Previous NHS/public sector experience and knowledge, including up to date knowledge and understanding of NHS system reform and other key policy drivers
- Excellent written and spoken communication
Desirable
- Monitoring of Patient Waiting Times information
Skills, Abilities and Attributes
Essential
- High standard of written and verbal communication skills
- Attention to Detail
- Work as part of a team
- Good analytical skills
- Excellent time-management and to deliver tasks to deadlines
Person Specification
Education/Qualifications
Essential
- oEducated to A-Level/NVQ level 3, 5 GCSEs, graded at C or above or equivalent
Desirable
- Undergraduate degree
- Medical Terminology course
Knowledge
Essential
- Excellent understanding of the RTT waiting times guidance
- Previous NHS/public sector experience and knowledge, including up to date knowledge and understanding of NHS system reform and other key policy drivers
- Excellent written and spoken communication
Desirable
- Monitoring of Patient Waiting Times information
Skills, Abilities and Attributes
Essential
- High standard of written and verbal communication skills
- Attention to Detail
- Work as part of a team
- Good analytical skills
- Excellent time-management and to deliver tasks to deadlines
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).
