Assistant Patient Pathway Coordinator (CAT 7)

Job overview

Assistant Patient Pathway Coordinator for the CAT 7 Acute Paediatrics Admin Team.

Full time hours: 3 days 08:00-16:00, 1 day 08:00 - 15:00 and one late shift 08:00 - 17:00

The job description should be regarded as a guide to the planned duties and responsibilities of the post. The description is not exhaustive and will be subject to periodic review in association with the post holder.

The post holder will be the point of contact for all administrative issues relating to patients’ pathway of care. The post holder will work as part of a multi-disciplinary team and will provide support in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly. The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and a knowledgeable point of contact. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

Main duties of the job

The post holder will be the point of contact for all administrative issues relating to patients’ pathway of care. The post holder will work as part of a multi-disciplinary team and will provide support in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly. The post holder will be expected to provide cover for the children's clinic reception during leave. The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and a knowledgeable point of contact. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

The job holder will display the agreed behaviours of the Directorate and the Trust as encapsulated by the performance management and personal development documentation, and in particular, the Trust expects all staff to comply with all relevant policies and codes of conduct and to display the values of the Trust. The key purpose of this role is to deliver a 'world class' service to the Trust and the job holder will be expected to deliver this level of service through personal conduct, personal responsibility and the following key characteristics.

Detailed job description and main responsibilities

Full training will provided.

Process and log all referrals, those sent from the GP and recieved through the E-Triage app and referrals recieved internally in line with Trust Access & Administration Process Policy and specialty Standard Operating Procedures (SOPs).

Schedule new appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time.

Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested and that the results are available for consultations. This will include those that are carried out at other Trusts

Coordinate appointments and procedures at other hospitals and organisations, where the pathway requires input from these.

Complete clinic cancellation forms and process according to SOP Reschedule outpatient clinics as requested – to be carried out in line with waiting time targets.

Use the Trust’s medical transcription system and ensure that letters are processed in accordance with SOPs.

Liaise with patient records staff, clinical colleagues, other admin teams and other organisations to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultations.

Recognise when patients are on cancer pathways and, liaise with Cancer Services MDT co-ordinators to ensure patients are handed over appropriately.

General Administrative Use Trust IT systems and databases to ensure relevant and accurate information is recorded.

Support the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriate.

Cancellations – communicate details to the clinician ensuring all information is available.

Ensure healthcare records are tracked to the correct location.

Handle post according to the SOP.

Undertake general typing duties e.g. references and medical reports.

Provide cross cover within admin team and the reception area.

To carry out duties consistent with the post as required by the Patient Pathway Manager/ Coordinator.

Demonstrate high levels of customer care and be an ambassador for customer care within the Trust.

To be the friendly, sensitive and accessible focus for patient and carer communication, ensuring that all patients have the opportunity to agree their appointment and admission dates.

Be part of the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisations.

Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate.

Ensure interpreters are available when required for patient consultations. Inform transport department of patients who require transport following Trust protocols. Send written confirmation of appointments and admissions to all patients.

Support the team in producing timely written and verbal communications with patients, clinicians, nursing staff and management.

Ensure that all information distributed to patients is accurate and up-to-date. Attend clinics where appropriate to co-ordinate the patient pathway Health Records – Security & Management.

Ensure that Health Records movements are tracked at all times, and that annotations are made on EPR where applicable, to enable full traceability and availability.

Ensure that all Health Records are stored and processed in accordance with Trust guidelines and meets Information Governance standards.

Request Health Records as required by members of the team via EPR.

For non-clinical requirements, retrieve Health Records from the Trust (Other than the Health Records Library, and satellite offices where the Health Records Department will manage this process for you)

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.