Job summary
The post holder will support the provision of the highest quality patient care through dedicated administrative and clerical support and continuous improvement.
Based in the Paediatric Team at Epsom Hospital , the post holder will be the point of contact for all administrative and clerical issues relating to patients' pathway of care, tracking and supporting them from referral to treatment &/or discharge.
The post holder will provide a patient focused service that supports clinical staff in the provision of efficient integrated pathways that enable the best use of resources and ensure that patients are fit, willing to be able to be seen and that they are treated in the right place, by the right person, at the right time.
The post holder will ensure high levels of patient care/confidentiality by assisting the Patient Pathway Coordinators and the Paediatric team as needed and by being an accessible customer focus and knowledgeable point of contact for all involved in the service
Main duties of the job
To work as part of a clinical team assisting the Patient Pathway Coordinator to ensure that patients are admitted efficiently for outpatient appointments, pre-admission appointments, investigative treatments, diagnostic procedures and inpatient and day case operations within national guidelines.
This includes: NHS Constitution, waiting time standards; Department of Health admission guidelines and booking rules. Ensure that patients are informed with reasonable notice, and that all relevant paperwork is completed for given appointment. This includes ensuring that all elective attendances/admissions are promptly and accurately recorded on the appropriate PAS system(s) including ERS within one working day of receipt/decision to treat.
To assist in the scheduling of patients in accordance with principles and target waiting times as set out in the NHS Constitution and Health and Social Care Bill 2011 (e.g. 18 Week Referral to Treatment, Going Further on Cancer Waits etc.), expediting patient pathways where necessary. Ensure cancellations are rescheduled and recorded in accordance with Trust policy.
To provide administrative support to consultant/clinical teams. Attend regular meetings with consultant teams, MDT teams, clinical staff, clinical directorates /departments and/or general managers as required for efficient processes.
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Job description
Job responsibilities
To work as part of a multi-disciplinary clinical team maintaining efficient systems and processes relating to patient attendances and admissions. This includes maintaining accurate computerised and manual records, inputting registration and waiting list data onto the trusts computer systems and ensuring that all patient records are kept up to date with any details relevant to the patients attendance and/or admission.
To liaise with clinical staff to ensure that specialist equipment is available, where required, and that clinical teams (e.g. ward, outpatient department etc.) are aware of patients with specialist needs.
Produce and disseminate patient and healthcare professional correspondence in a timely manner, including clinical correspondence and discharge summaries, to achieve quality measures.
Schedule patients in accordance with outpatient, diagnostic and inpatient/day case waiting time targets and that attendance/admissions information is accurately recorded on all appropriate databases, including, but not limited to, iClip, Cito, PACS etc.
To arrange translation services, in liaison with the appropriate departmental manager, as required. This may include foreign language &/or sign language translation. Ensure that such services are available for the period of patient attendance &/or admission as appropriate.
To maintain an efficient system for the tracking of healthcare records and X-rays. This includes ensuring patients records are available to clinical staff as required in adherence with the Trust Medical Records Policy. This may include receiving discharge summaries, histology reports etc. and preparing them and patients records for review by clinicians. The postholder will keep the computer tracking system updated, ensuring that any medical notes in your possession are kept in numerical or alphabetical order and that they are kept in a non-public area and that all patient documentation is filled in patients notes &/or transferred to appropriate ward, medical records &/or other departments as required.
To refer to the Patient Pathway Coordinator in instances when complex issues or complaints present themselves as a first point of contact before referring to the Assistant Service Manager.
Multi-disciplinary working
To liaise with partner organisations to assist facilitate the treatment of patients. This includes liaison with primary, secondary and tertiary care providers. Ensure that comprehensive demographic and waiting list information is recorded &/or provided at the point of receipt of referral or transfer to the partner organisation to warrant that patients are treated in accordance with elective waiting time standards.
To liaise with Cancer Services MDT Coordinator(s) to ensure that all patients with suspected/confirmed malignancy are treated in accordance with Improving Outcomes: A Strategy for Cancer/Cancer Reform Strategy.
As appropriate, to notify GPs via telephone or email of attendance outcomes and diagnostic results.
Liaise with clinical/diagnostic teams to ensure that all diagnostic appointments are booked within an appropriate timescale and results are available.
Customer Care/ General Administration
Provide information service for elective patients (including distressed and anxious patients/relatives as required). Be aware of the needs and concerns of patients and provide a friendly, efficient and courteous service to patients, relatives and visitors, providing them with advice and information as appropriate. Use empathetic approach to patients and/or relatives seeking assistance from clinical staff/senior managers as appropriate.
Promptly answer telephone enquiries, taking and relaying messages in a polite and helpful manner, acting as appropriate. This will include enquiries from patients, their GPs and community hospitals.
Provide cover for colleagues across the specialty/clinical directorate during periods of planned annual leave and sickness.
To undertake additional administrative tasks and responsibilities within the specialty/clinical directorate as required.
Adhere to all Trust policies including Infection Control, Hygiene Code, Data Protection Act, and Uniform Policy, taking appropriate account of patients rights and diversity and ensuring fair access to services.
Job description
Job responsibilities
To work as part of a multi-disciplinary clinical team maintaining efficient systems and processes relating to patient attendances and admissions. This includes maintaining accurate computerised and manual records, inputting registration and waiting list data onto the trusts computer systems and ensuring that all patient records are kept up to date with any details relevant to the patients attendance and/or admission.
To liaise with clinical staff to ensure that specialist equipment is available, where required, and that clinical teams (e.g. ward, outpatient department etc.) are aware of patients with specialist needs.
Produce and disseminate patient and healthcare professional correspondence in a timely manner, including clinical correspondence and discharge summaries, to achieve quality measures.
Schedule patients in accordance with outpatient, diagnostic and inpatient/day case waiting time targets and that attendance/admissions information is accurately recorded on all appropriate databases, including, but not limited to, iClip, Cito, PACS etc.
To arrange translation services, in liaison with the appropriate departmental manager, as required. This may include foreign language &/or sign language translation. Ensure that such services are available for the period of patient attendance &/or admission as appropriate.
To maintain an efficient system for the tracking of healthcare records and X-rays. This includes ensuring patients records are available to clinical staff as required in adherence with the Trust Medical Records Policy. This may include receiving discharge summaries, histology reports etc. and preparing them and patients records for review by clinicians. The postholder will keep the computer tracking system updated, ensuring that any medical notes in your possession are kept in numerical or alphabetical order and that they are kept in a non-public area and that all patient documentation is filled in patients notes &/or transferred to appropriate ward, medical records &/or other departments as required.
To refer to the Patient Pathway Coordinator in instances when complex issues or complaints present themselves as a first point of contact before referring to the Assistant Service Manager.
Multi-disciplinary working
To liaise with partner organisations to assist facilitate the treatment of patients. This includes liaison with primary, secondary and tertiary care providers. Ensure that comprehensive demographic and waiting list information is recorded &/or provided at the point of receipt of referral or transfer to the partner organisation to warrant that patients are treated in accordance with elective waiting time standards.
To liaise with Cancer Services MDT Coordinator(s) to ensure that all patients with suspected/confirmed malignancy are treated in accordance with Improving Outcomes: A Strategy for Cancer/Cancer Reform Strategy.
As appropriate, to notify GPs via telephone or email of attendance outcomes and diagnostic results.
Liaise with clinical/diagnostic teams to ensure that all diagnostic appointments are booked within an appropriate timescale and results are available.
Customer Care/ General Administration
Provide information service for elective patients (including distressed and anxious patients/relatives as required). Be aware of the needs and concerns of patients and provide a friendly, efficient and courteous service to patients, relatives and visitors, providing them with advice and information as appropriate. Use empathetic approach to patients and/or relatives seeking assistance from clinical staff/senior managers as appropriate.
Promptly answer telephone enquiries, taking and relaying messages in a polite and helpful manner, acting as appropriate. This will include enquiries from patients, their GPs and community hospitals.
Provide cover for colleagues across the specialty/clinical directorate during periods of planned annual leave and sickness.
To undertake additional administrative tasks and responsibilities within the specialty/clinical directorate as required.
Adhere to all Trust policies including Infection Control, Hygiene Code, Data Protection Act, and Uniform Policy, taking appropriate account of patients rights and diversity and ensuring fair access to services.
Person Specification
Qualifications
Essential
- Good general education with GCSE or equivalent in English and Maths at grade C or above.
Desirable
Experience
Essential
- Knowledge of a full range of IT/Patient administration systems
- Knowledge of patient administration work in a healthcare setting
Desirable
- Paediatric experience
- NHS experience
- IT skills
Skills and Knowledge
Essential
- Experience of customer care
- The ability to prioritise tasks effectively with some direction
- Computer literate, with experience of using a keyboard
- Knowledge of databases, spreadsheets
- Knowledge of confidentiality and data protection principles
- Knowledge of health and safety
Desirable
Person Specification
Qualifications
Essential
- Good general education with GCSE or equivalent in English and Maths at grade C or above.
Desirable
Experience
Essential
- Knowledge of a full range of IT/Patient administration systems
- Knowledge of patient administration work in a healthcare setting
Desirable
- Paediatric experience
- NHS experience
- IT skills
Skills and Knowledge
Essential
- Experience of customer care
- The ability to prioritise tasks effectively with some direction
- Computer literate, with experience of using a keyboard
- Knowledge of databases, spreadsheets
- Knowledge of confidentiality and data protection principles
- Knowledge of health and safety
Desirable
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.
