Regional Patient Pathway Co-ordinator Support

Job description

Job responsibilities

To undertake booking of appointments in line with set criteria ensuring that all protocols are adhered to.

Organises own day to day workload.

Responsible for updating all waiting list entries in line with departmental standards.

To receive, process and document referrals within agreed time scales ensuring action is taken regarding urgent referrals in line with speciality requirements.

Any cancellations are to be undertaken following the set criteria for the speciality. Patients must be rebooked within specified time scales. Any problems meeting these criteria, including late cancellations, should be highlighted immediately to the Line Manager.

Ensure that all appointments are booked in line with the current booking criteria.

Ensure acknowledgement and confirmation letters are sent to patients according to set criteria and protocols.

To receive telephone enquiries in a timely and efficient manner maintaining a high level of professionalism.

Respond to enquiries/queries, escalating issues when necessary

Deal with telephone queries from internal and external agencies and patients in a professional manner in accordance with Data Protection and statutory policies and procedures.

To deal with all enquiries and complaints promptly and sympathetically and inform the supervisor of any problems immediately.

Maintain good communication and liaison with other staff, wards, departments and the general public.

Cancel and re-arrange existing appointments. Responsible for contacting patients by telephone regarding the cancellation of appointments at short notice.

Record CNA (Cannot attend appointment,) DNA (Did not attend for appointment) as per protocols.

Record accurate and complete information for all patients on relevant databases.

All staff to liaise with colleagues regarding annual leave prior to authorisation from Line Manager.

Assist with basic training of new staff by demonstrating own duties.

To work within standard operating procedures with supervisor on hand to give advice when necessary.

Clerks are responsible for covering colleagues during periods of annual leave and sickness. (Provide cross speciality cover for each other).

All staff must have full understanding of current Welsh Assembly Referral to Treatment guidelines.

Undertake appropriate training.

To undertake general office duties as required.

To follow all protocols and standards, manual and computerised, ensuring these are undertaken accurately within agreed time scales.

Flexible to the needs of the service to ensure smooth running of the department.

Actively participate in the duties of the department as required.

This is a new role and therefore will be open to a significant amount of change depending on the priorities within the service.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click "Apply now" to view in Trac

Person Specification

Qualifications

Essential

• Good General Education
• Understanding of a range of routine work procedures, which would require a combination of on-the-job training and a period of induction
• Computer Literate
• Standard keyboard skills

Desirable

• Proficient in software packages, including Word, Excel

Experience

Essential

• Previous clerical experience or similar

Desirable

• Previous Medical Records experience or knowledge of the hospitals patient administration system (PAS)

Skills

Essential

• Good communication skills
• Polite and professional telephone manner
• Ability to perform well under pressure
• Ability to prioritise workload and achieve targets within given deadlines
• Ability to establish good working relationships with managers, clinicians, clerical staff at all levels
• Ability to work flexibly either as part of a team or using ones own initiative

Desirable

• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh

Other

Essential

• Ability to work and problem solve under pressure whilst achieving targets
• Willingness to work under direction but also a self-starter
• Demonstrate a commitment to achieving high quality standards of work
• Flexible to the needs of the service, energetic and determined
• Accurate/Methodical in all aspects of work

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Aneurin Bevan University Health Board

Address

Ty Gwent

Llantarnam Industrial Park

Cwmbran

NP44 3HR

Employer's website

https://abuhb.nhs.wales/ (Opens in a new tab)