Job overview
EXTERNAL to NHS staff across Herefordshire & Worcestershire only.
The Patient Flow Facilitator works under the indirect supervision of the senior nurse on duty and follows tasks and duties assigned by the shift coordinator in the Emergency Department. The role involves delivering proactive and responsive physical and administrative services to ensure efficient use of capacity and timely patient flow. Responsibilities also include ensuring compliance with Infection Prevention & Cleaning obligations. Additionally, the position requires collaboration with the general practice team to meet patient needs, adherence to policies and procedures, and providing supervision to junior staff.
Main duties of the job
- To provide a 365 days administrative service for patients and relatives attending the Emergency Department, ensuring consistent operational coverage in line with service needs.
- To evaluate ED’s capacity and escalate issues according to the ED Escalation Standing Operating Procedures, notifying the nurse in charge and all relevant parties.
- To escalate and report any patients that have been in the department without a discharge or admission plan as per the escalation policy
- Support the ED in achieving the four-hour target by conducting a thorough breach analysis for each patient during each shift. Accurately documenting the timeline of events and ensuring the reasons for breaches are factually correct.
- Distribute the breach report to the appropriate colleagues at the end of each shift.
- Generate and review breach reports from Symphony, ensuring data accuracy and correcting discrepancies. Auditing changes to times, record breach reasons, and report on 10 and 12 hour breaches in the ED.
- To be a “super user” on the ED IT Computer Systems (Symphony, APEX) providing problem solving report.
- To act upon own initiative to ensure all patients recorded on Symphony are in the correct location within the ED to maintain safe practice.
Detailed job description and main responsibilities
- For more information about the role and responsibilities please see the attached job description and person specification.
Person specification
Experience
Essential
- Experience of working in a complex administrative function
- Experience of dealing with colleagues to ensure information is provided on time and accurately ensure compliance with mandated deadlines
- Experience of working in a team and able to work with minimal supervision when required
- Professional approach with the ability to work well under pressure
- Good customer service skills
- Effective and sensitive handling of difficult information and situations
- Ability to manage own time effectively and efficiently
Desirable
- Experience of working in the NHS or similar organisation or environment
Other factors
Essential
- Able to meet moving and handling requirements of the job with any aids or adaptions that may be required
Education & Qualifications
Essential
- Educated to level 3 in Business Administration or equivalent/ relevant experience
- 5 GCSEs to include Math's and English or equivalent
Desirable
- IT qualification
Skills, Knowledge &A bilities
Essential
- Advanced keyboard skills
- Ability to plan, organise and meet challenging deadlines
- Ability to prepare complex documentation
- Persuasive, influencing and negotiating skills providing help and guidance with internal and external departments/ organisations
- Ability to work on own initiative, problem solve and prioritise tasks
- Ability to regularly undertake tasks that require sustained concentration
- Proficient use of Microsoft office packages, including excel
- Excellent verbal and written communication
- Ability to maintain strict confidentiality whilst providing a caring, empathetic and diplomatic approach
- Willingness to learn and develop new skills
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Applying for this NHS job
This advert is for Patient Flow Facilitator with Wye Valley NHS Trust in Hereford, Midlands, England. It is listed as a Band 3 Healthcare support worker role. The advertised salary is £25,760 - £27,476 pa pro rata. The contract type is Permanent. The application deadline is 05 Aug 2026.
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