Job summary
You will be the first point of contact for all administrative issues relating to a patient's pathway of care. You will work as part of a multi-disciplinary team and provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire process is managed smoothly.
The work is fast-paced and can be complex but you will have the opportunity to support our patients and make sure they receive the best possible care. To do this you will need to be able to work in a calm, logical way and be able to multi-task as each day can be different and challenging.
These roles will ideally suit those with experience within a customer services environment or call centre background with a passion for providing the best possible service to our patients and service users.
In return for your dedication and skills, we offer an optional apprenticeship programme with protected time for study, as well as tailor-made training and development for career growth. You will learn skills that will equip you to progress in a rewarding career supporting NHS clinical services whilst working towards nationally recognised apprenticeship qualifications. We also offer support and a buddying system so that new team members quickly find their feet and help each other learn in a supportive way.
Main duties of the job
Outpatient Pathway
1. Process and log all referrals, including paper and Choose and Book, in line with Trust Access Policy andspeciality SOP.
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Pathway Tracking
11. To use the 18weeks referral to treatment (RTT) to manage all outpatient and elective patient journeys.
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Inpatient Pathway (Speciality Specific)
19. Ensure that Trust agreed standard of service is delivered to patients requiring elective admission to speciality
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General Administrative
27. Use Trust IT systems and speciality databases to ensure relevant and accurate information is recorded.
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Communications/Customer service
38. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
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Education and Training/Self-Development
49. Identify own training and development needs and undertake appropriate training/education as required.
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53. Adhere to all Trust Policies as applicable.
***Please see the attached JD which contains more information about the role in the job description and person specification***
About us
Developmentand staff wellbeing
Your growthand personal happinessmattersto us.After all, we can't expect the best from you if we don't invest in your development and nurture your wellbeing.From the moment you join us, we're committed to fostering your professional and personal development within a supportive, empowering environment. Whether you're just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed.We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.
To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.
We also take every opportunity to thank and recognise the work our teams do, through weekly 'shoutouts' and patient feedback, monthly and annual awards.
Wherever you work across our organisation, we look forward to welcoming you.
Job description
Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
** Please note only full time posts available **
Job description
Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
** Please note only full time posts available **
Person Specification
Qualifications
Essential
- Educated to A-level, or NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience
- Customer services qualification via an Apprenticeship (This role offers a mandatory enrolment to gain this qualification).
- GCSE or equivalent in English and Maths, grades A-C
Desirable
- Computer Literacy Course e.g. ECDL
Experience
Essential
- Experience of using full range of IT systems and patient data systems
- Experience of using Microsoft Office, including Word and Excel
- Experience of working in a multi-disciplinary team
- Exceptional customer service background
Desirable
- Experience of working in the NHS or healthcare setting
- Experience of using digital dictation systems
- Experience of scheduling outpatient appointments and/or admissions
- Previous call centre / call handling experience
Skills
Essential
- Accurate data entry, typing and checking skills
- Ability to produce letters / reports using Word and Excel Excellent interpersonal skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Ability to plan, prioritise and delegate workload
- Manage and interpret data correctly to inform decision making
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable
- Conflict resolution skills
- Appropriate assertiveness skills
Knowledge
Essential
- Understanding of patient priorities and performance targets related to appointments and waiting times
- Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
Desirable
- Understanding of Primary Care, GP and community services
- Basic knowledge of medical terminology
- In depth understanding of medical technology appropriate to specialism
- Good knowledge of speciality specific patient pathways
- Thorough knowledge of healthcare administrative systems and processes
Other
Essential
- Ability to work for long periods on computer
- Ability to maintain a professional approach at all times
- Ability to follow and work to policies and protocols
- Reliable and adaptable
Person Specification
Qualifications
Essential
- Educated to A-level, or NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience
- Customer services qualification via an Apprenticeship (This role offers a mandatory enrolment to gain this qualification).
- GCSE or equivalent in English and Maths, grades A-C
Desirable
- Computer Literacy Course e.g. ECDL
Experience
Essential
- Experience of using full range of IT systems and patient data systems
- Experience of using Microsoft Office, including Word and Excel
- Experience of working in a multi-disciplinary team
- Exceptional customer service background
Desirable
- Experience of working in the NHS or healthcare setting
- Experience of using digital dictation systems
- Experience of scheduling outpatient appointments and/or admissions
- Previous call centre / call handling experience
Skills
Essential
- Accurate data entry, typing and checking skills
- Ability to produce letters / reports using Word and Excel Excellent interpersonal skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Ability to plan, prioritise and delegate workload
- Manage and interpret data correctly to inform decision making
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable
- Conflict resolution skills
- Appropriate assertiveness skills
Knowledge
Essential
- Understanding of patient priorities and performance targets related to appointments and waiting times
- Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
Desirable
- Understanding of Primary Care, GP and community services
- Basic knowledge of medical terminology
- In depth understanding of medical technology appropriate to specialism
- Good knowledge of speciality specific patient pathways
- Thorough knowledge of healthcare administrative systems and processes
Other
Essential
- Ability to work for long periods on computer
- Ability to maintain a professional approach at all times
- Ability to follow and work to policies and protocols
- Reliable and adaptable
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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