Patient Pathway Administrator

Job overview

The post holder will play an important role in the provision of high-quality administrative support to the Community Children’s Nursing Team.       The post holder will use their excellent communication skills both to support patient, carer, and staff queries. These may be face to face, on the phone and email.

Main duties of the job

MAIN DUTIES

To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.

To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone.

To register new patients onto the electronic patient record system such as RiO, Care Flow, Emis  and other relevant patient systems

To administer the processes for establishing efficient clinic utilisation; this includes identify and managing the long waiter with use of the PTL list, booking interpreters and supporting patient with booking of transport, sending group text message reminders to patient when appropriate, processing outcomes, cancelling and rescheduling clinics.

To maintain accurate electronic records.

To manage the generic mailboxes, respond to service users queries, forward relevant communications/reports to the clinical teams, and escalate complex matters as necessary to the Patient Pathway Supervisor.

For more information please please JD

Detailed job description and main responsibilities

Please see above.

Please refer to job description for main responsibilities and duties required for this position.