Patient Pathway Administrator

Job overview

Patient administration is critical to supporting clinical teams in delivering high quality patient care and can make a real difference to the patient experience. Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.

The post holder has responsibility for managing the provision of a professional, comprehensive, efficient and effective administrative service, within Pelvic Pain Physiotherapy team.

Main duties of the job

• Maintain oversight on all administrative tasks within the Pelvic Pain Physiotherapy team.
• Respond to communication and queries including email, face to face and over the telephone in a timely manner.
• Use the Trust IT systems ( for example EPR, PACS etc.) to register patients, make outpatient appointments, produce end of treatment letters as appropriate, ensure that patient details are correct and check in / check of outpatient appointments as instructed.
• Ensure the administrative team are booking relevant appointments in line with the 18-week referral to treatment (RTT) pathway and escalate to the B8a patients close to breech.
• Actively manage the Patients Missing Follow Up List and Patient Initiated Follow-Up List ensuring that those requiring appointment booking or discharge are processed accordingly
• Actively manage the Patient Initiated Follow-up Pathway, removing patients when appropriate
• Provide appropriate training and supervision to the Band 3 administrative roles.
• Contribute to on-going and future service development projects supporting continuous improvement of the services we provide.
• Undertake daily administrative tasks e.g. collating of patient statistics, ScanIt, electronic filling, photocopying and  booking interpreters.
• To lead with producing meeting agendas, using points highlighted by staff members and lead with minute writing in departmental meetings.

Detailed job description and main responsibilities

Pathway administration

• Supporting the 8a Physiotherapist in Pelvic Pain Physiotherapy to manage the Band 3 administrative roles

• Maintain oversight on all administrative tasks within the Pelvic Pain Physiotherapy team.

• Delegate appropriate workload in line with Pelvic Pain Physiotherapy service priorities.

• Provide appropriate training and supervision to the Band 3 administrative roles.

• Provide administrative support to clinical staff, junior administrative staff and all patients under their care, including diary administration, correspondence support and other administrative duties as required.

• Ensure all incoming communication is opened and prioritised, including electronic correspondence, ensuring supporting information is available when appropriate and taking responsibility for actioning urgent items in the absence of the clinical staff.

• Ensure the administrative team are fully supporting patients by booking relevant appointments in line with the 18-week referral to treatment (RTT) pathway.

• Work closely with all staff in the service to ensure compliance with 18 week referral to treatment (RTT) targets, escalating and intervening where necessary to expedite appointments and procedures to avoid breaches.

• Support maintenance of an accurate notes system, ensuring letters, emails, clinical reports, diagnostic test results and other notes are filed in the correct patient notes, in either paper or electronic record systems.

• Follow the tracking procedure for the movement of all patient records.

• Update patient details on EPR and other Trust and departmental record systems as appropriate.

• Actively manage the Patients Missing Follow Up List and Patient Initiated Follow-Up List ensuring that those requiring appointment booking or discharge are processed accordingly.

• Actively manage the Patient Initiated Follow-up Pathway, removing patients when appropriate.

• Request and coordinate patient notes from other hospitals and organisations, where the pathway requires input from these.

• Ensure the administrative team and acting upon queries from referrers, patients and other relevant parties in liaison with clinical staff. Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic hospital procedures and terminology.

• Creating and developing diary builds to reflect the needs of the service alongside Band 8a physiotherapist.

General administrative duties

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

• To appropriately and sensitively manage patients who have high levels of anxiety and aggression (for example caused by pain, difficult child deliveries or limited mobility).

• Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical and administrative staff.

• Respond to communication and queries including email, face to face and over the telephone in a timely manner.

• Maintain patient confidentiality at all times.

• Use the Trust IT systems ( for example EPR, PACS etc.) to register patients, make outpatient appointments, produce end of treatment letters, ensure that details are correct, check in / check of outpatient appointments as instructed.

• Assist with the processing of new referrals.

• Contribute to on-going and future service development projects supporting continuous improvement of the services we provide.

• Attend departmental meetings and training as required to ensure that you maintain an up-to-date working knowledge of service and trust procedures.

• Act in a manner aligned to our Trust values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence.

• Any other duties which may be needed to fulfil the objectives of the post, which are appropriate to the grade.

• To assist with the monitoring of stocks of equipment (e.g. crutches, clinical supplies and office supplies)

• To input data onto databases as required, using Word or Excel as appropriate.

• Assist with the development of Electronic Patient Record templates as required.

• To lead with producing meeting agendas, using points highlighted by staff members, and lead with minute writing in departmental meetings.

• Liaise with IT service on behalf of the Pelvic Pain Physiotherapy team as required.

• Liaise with letter production on behalf of the Pelvic Pain Physiotherapy team as required when problems and concerns arise or updates required.

• Undertake daily administrative tasks e.g. collating of patient statistics, ScanIt, electronic filling, photocopying and booking interpreters.