Job summary
Patient Pathway Coordinator
Department - Patient Access, Breast
Band: 4 : £25,147 - £27,596 Pro Rota
Hours: 13 hours- 08:00 - 12:00- Monday, Wednesday & 08:00-13:00-Thursday, all MKUH roles will be considered for flexible working
An exciting opportunity has arisen for a dynamic individual to join our Patient Pathway Coordinator team within the Vascular service.
The ideal candidate will have the ability to manage conflicting priorities whilst providing exceptional and consistent administration support to two or more consultants, a clerical background in a health care environment would be beneficial to the role.
This role requires the monitoring and management of patient pathways, ensuring that patients are seen within appropriate timeframes and are receiving their required appointments as well as providing excellent administration support to two or more consultants.
This service has complex pathways; therefore, accuracy and organisation are key. The ability to effectively communicate and work well within a team is essential.
Interview date: w/c 24th February 2025
Main duties of the job
To ensure a safe and smooth pathway for all patients, from the point of referral to discharge.
'We care We communicate We collaborate We contribute'
About us
MKUH staff scored highest for 'I look forward to coming to work' (NHS Staff Survey 2023).
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free refreshments
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
Proactive coordination of patient pathways in accordance with national and locally defined policies and standards, inclusive of ensuring relevant appointments, diagnostic tests etc are arranged, results are reviewed, escalations to the relevant clinician or team are made, relevant departments are liaised with and MKUH systems are accurately updated.
Provision of a comprehensive senior administration service to clinicians and teams within a designated specialty.
Monitoring of patient pathways, inclusive of updating relevant MKUH systems such as eCare, Clinic Outcome Forms and the Patient Tracking List (PTL). Taking proactive measures to support delivery within national and locally agreed policies and standards.
Supporting operational teams to deliver an efficient and effective outpatient service.
Responding to queries ensuring that general data protection rules are adhered to, and excellent customer service provided.
General:
Supporting clinical and operational teams to deliver an efficient and effective outpatient service. Setting up outpatient clinics inclusive of booking / cancelling rooms and assisting operational teams with clinic template arrangements. Acting as senior administration support for designated clinicians, interfacing between other relevant teams to resolve issues and coordinate patient pathways. Communicating effectively with stakeholders, using negotiation skills to achieve the desired outcome. Identifying process issues and making suggestions for changes. Acting as point of contact for patients who have queries in relation to their pathway, require clinic input etc. Ensuring their query is dealt with accordingly and responded to swiftly. This may include conveying complex information and ensuring that the outcome is understood. Acting as point of contact for GPs, other departments, and stakeholders in relation to queries. Ensuring individual patient cases are escalated to the appropriate clinician for input as required. Working collaboratively with other administrative teams in relation to outpatient and elective surgery bookings. Undertaking ad hoc clinic slot amendments in accordance with local clinic booking rules. Provide clear instruction to the Central Booking Office Scheduling team as necessary to ensure patients are prioritised as necessary. Investigate and respond to patient complaints. Attendance at department meetings as required. Attendance at specialty level Patient Tracking List (PTL) meetings in order to discuss issues, provide input and collaboratively agree resolutions. Supporting the Clinical Documentation Administrators as required to ensure clinical correspondence is processed within designated timescales and transcribing urgent letters as necessary. Proactive management of own workload to meet competing demands.
Please refer to Job Description for further details
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Job description
Job responsibilities
Proactive coordination of patient pathways in accordance with national and locally defined policies and standards, inclusive of ensuring relevant appointments, diagnostic tests etc are arranged, results are reviewed, escalations to the relevant clinician or team are made, relevant departments are liaised with and MKUH systems are accurately updated.
Provision of a comprehensive senior administration service to clinicians and teams within a designated specialty.
Monitoring of patient pathways, inclusive of updating relevant MKUH systems such as eCare, Clinic Outcome Forms and the Patient Tracking List (PTL). Taking proactive measures to support delivery within national and locally agreed policies and standards.
Supporting operational teams to deliver an efficient and effective outpatient service.
Responding to queries ensuring that general data protection rules are adhered to, and excellent customer service provided.
General:
Supporting clinical and operational teams to deliver an efficient and effective outpatient service. Setting up outpatient clinics inclusive of booking / cancelling rooms and assisting operational teams with clinic template arrangements. Acting as senior administration support for designated clinicians, interfacing between other relevant teams to resolve issues and coordinate patient pathways. Communicating effectively with stakeholders, using negotiation skills to achieve the desired outcome. Identifying process issues and making suggestions for changes. Acting as point of contact for patients who have queries in relation to their pathway, require clinic input etc. Ensuring their query is dealt with accordingly and responded to swiftly. This may include conveying complex information and ensuring that the outcome is understood. Acting as point of contact for GPs, other departments, and stakeholders in relation to queries. Ensuring individual patient cases are escalated to the appropriate clinician for input as required. Working collaboratively with other administrative teams in relation to outpatient and elective surgery bookings. Undertaking ad hoc clinic slot amendments in accordance with local clinic booking rules. Provide clear instruction to the Central Booking Office Scheduling team as necessary to ensure patients are prioritised as necessary. Investigate and respond to patient complaints. Attendance at department meetings as required. Attendance at specialty level Patient Tracking List (PTL) meetings in order to discuss issues, provide input and collaboratively agree resolutions. Supporting the Clinical Documentation Administrators as required to ensure clinical correspondence is processed within designated timescales and transcribing urgent letters as necessary. Proactive management of own workload to meet competing demands.
Please refer to Job Description for further details
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
Person Specification
Qualifications and knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent.
- NVQ Level 3 or relevant equivalent experience
- Strong IT skills in relation to Microsoft packages.
Desirable
- ECDL qualification or equivalent
Experience
Essential
- Customer care work experience or previous clerical experience.
- Ability to input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines accurately and efficiently.
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
Desirable
- Experience of transcribing dictation or copy typing.
Skills
Essential
- Excellent word processing skills / computer skills.
- Evidence of working under pressure to tight deadlines and deal with difficult situations e.g., patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise.
- Good attention to detail.
- Ability to make decisions using own initiative.
Personal and people development
Essential
- Willingness to attend training sessions to develop self and improve service provided to patients.
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner.
- Good all round communication skills.
- Good customer service skills.
Person Specification
Qualifications and knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent.
- NVQ Level 3 or relevant equivalent experience
- Strong IT skills in relation to Microsoft packages.
Desirable
- ECDL qualification or equivalent
Experience
Essential
- Customer care work experience or previous clerical experience.
- Ability to input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines accurately and efficiently.
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
Desirable
- Experience of transcribing dictation or copy typing.
Skills
Essential
- Excellent word processing skills / computer skills.
- Evidence of working under pressure to tight deadlines and deal with difficult situations e.g., patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise.
- Good attention to detail.
- Ability to make decisions using own initiative.
Personal and people development
Essential
- Willingness to attend training sessions to develop self and improve service provided to patients.
Communication
Essential
- Effective verbal and written communication skills
- Good telephone manner.
- Good all round communication skills.
- Good customer service skills.
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.
