Job summary
The role of the Patient Pathway Lead is key to ensuring our patients are supported throughout the care they receive at RNOH. The post holder will apply expert knowledge of patient pathway and administrative procedures to provide supervision and leadership in the delivery of a high quality, effective and efficient service for the multidisciplinary team and patients, with a focus on delivery a positive experience and excellent customer service.The post holder will expertly support the team to manage the whole patient pathway, from referral to discharge, including first outpatient appointment, diagnostics, planning of treatment, treatment, and follow-up appointments. The Patient Pathway Lead will work closely with clinicians and operational staff to provide an efficient and effective administrative service to the multidisciplinary team, acting as a source of expert advice and support for trouble shooting non-routine matters or resolving initial complaints.
Main duties of the job
The Patient Pathway Lead is responsible for monitoring waiting lists and capacity within a service, proactively acting upon issues and working with more senior managers and the clinical team to resolve them, in order to ensure access and quality targets are met for the service.
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
- Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
- Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
- Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
- 24/7 access to wellbeing support through our Employee Assistance Programme.
- A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
- A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
- Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job description
Job responsibilities
Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.Role model excellent customer service skills to the wider administrative team.Manage and answer telephone calls in a courteous and prompt manner.Proactively provide patients with relevant and helpful information about appointments or non-clinical advice and guidance regarding their care.Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team.Support Patient Pathway Assistants and Co-ordinators to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.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 or departments as required.Manage generic inboxes, triaging and ensuring responses are sent by the relevant person in a timely fashion.Ensure both verbal and written communication is clear and accessible to patients and visitors.Using hospital information systems, produce accurate correspondence for patients, GPs and others involved in care, and ensure its timely dissemination to stakeholders, meeting relevant Trust KPIs e.g. clinic letter turnaround. Correspondence for clinically urgent and cancer MDT outcomes should be prioritised.Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patientSupport staff to co-ordinate appointments and procedures at other hospitals and organisations, where a patient pathway requires input from external providers.Encourage and support patients to register for the patient portal.
Need to have to have EPIC experience.
Job description
Job responsibilities
Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.Role model excellent customer service skills to the wider administrative team.Manage and answer telephone calls in a courteous and prompt manner.Proactively provide patients with relevant and helpful information about appointments or non-clinical advice and guidance regarding their care.Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team.Support Patient Pathway Assistants and Co-ordinators to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.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 or departments as required.Manage generic inboxes, triaging and ensuring responses are sent by the relevant person in a timely fashion.Ensure both verbal and written communication is clear and accessible to patients and visitors.Using hospital information systems, produce accurate correspondence for patients, GPs and others involved in care, and ensure its timely dissemination to stakeholders, meeting relevant Trust KPIs e.g. clinic letter turnaround. Correspondence for clinically urgent and cancer MDT outcomes should be prioritised.Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patientSupport staff to co-ordinate appointments and procedures at other hospitals and organisations, where a patient pathway requires input from external providers.Encourage and support patients to register for the patient portal.
Need to have to have EPIC experience.
Person Specification
Communication and Relationship Skills
Essential
- Able to communicate complex or sensitive personal information clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives)
- The ability to both work co - operatively with other teams within the Trust to develop effective working relationship
- Able to induct new staff into the department, demonstrating tasks to colleagues.
Desirable
Knowledge, Training and Experience
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Experience of supervising a team of staff.
- Previous experience of staff management including objective setting, appraisal, performance review and development.
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Analytical and Judgement Skills
Essential
- Able to work independently, managing own workload and allocating work appropriately to others.
- Able to analyse and interrogate data and performance information, using experience and judgement to make recommendations on actions
- Advanced keyboard skills, and competent use of IT, including competent use of databases.
- A strong understanding of multidisciplinary issues and commitment to multi-disciplinary working
Person Specification
Communication and Relationship Skills
Essential
- Able to communicate complex or sensitive personal information clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives)
- The ability to both work co - operatively with other teams within the Trust to develop effective working relationship
- Able to induct new staff into the department, demonstrating tasks to colleagues.
Desirable
Knowledge, Training and Experience
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Experience of supervising a team of staff.
- Previous experience of staff management including objective setting, appraisal, performance review and development.
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Analytical and Judgement Skills
Essential
- Able to work independently, managing own workload and allocating work appropriately to others.
- Able to analyse and interrogate data and performance information, using experience and judgement to make recommendations on actions
- Advanced keyboard skills, and competent use of IT, including competent use of databases.
- A strong understanding of multidisciplinary issues and commitment to multi-disciplinary working
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).
