Patient Pathway Administrator

Job overview

This B4 administrative post will be based at the Trauma Unit - Horton General Hospital in Banbury.

The post holder will be expected to provide primary administrative support to the consultants and clinicians, including booking follow up appointments, correspondence support and other administrative duties as required and as directed by the Team leader/ASM on a day-to-day basis according to service.

Patient administration underpins the patient journey and supports 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 is required to assist in the provision of a professional, comprehensive, and efficient administrative service, which is effectively delivered to all patients and members of the department.  This will be through supporting the clinical and administrative teams in the delivery of a comprehensive administrative service.  This will involve waiting list management and validation of pathways for a speciality, in accordance with the Elective Access Policy, current RTT targets, communicating appointment and admission related information to patients and carers and/or typing correspondence as appropriate.

Main duties of the job

• Demonstrate high levels of customer care and be an ambassador for customer care within the Trust. • Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff.  • Answer all telephone calls in a timely manner and action as appropriate. • Maintain patient confidentiality at all times. • Support the Team Leader, Assistant Service Manager and Service Manager in the investigation and resolution of patient queries and complaints received direct to the service or via PALS / Complaints Department. • Book interpreters for patients prior to appointments and admissions as and when required. • Liaise with Trauma CoOrdinators to ensure patient notes are available so that all patient episodes are coded accurately and promptly. • To support and contribute to on-going and future service development projects supporting continuous improvement of the services we provide. • Any other duties at the request of the Team Leader / Assistant Service Manager / Service Manager, which may be needed to fulfil the objectives of the post, which are appropriate to the grade

Detailed job description and main responsibilities

• Ensure appropriate follow up appointments are booked and escalate to Team Leader and consultant if patient cannot be booked within required time scales. • Respond to telephone queries coming into the department, taking clear messages to pass to relevant staff to ensure requests are actioned promptly. • Using Scan IT ensure that electronic health records filing is maintained at an extremely high standard, with timely scanning of paper records on to EPR as required. • Follow the tracking procedure for the movement of all patient notes (Case Note Tracking). • On an as and when required basis, update patient details on EPR to include ensuring patients that require discharge are processed accordingly. • Actively use and manage the work lists in Revenue Cycle to manage Patients Missing Follow Up and Deferred patient lists • Act as the first point of contact for patients coming into the department.  • Act 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 medical procedures and terminology. • Book interpreters for patients prior to appointments and admissions as and when required. • Adding additional list capacity on EPR as directed by management. • Book patients as required.  Pathway Tracking • Undertake validation of the 18 week RTT PTLs and contribute to the validation of the cancer PTL where appropriate. Investigate and take appropriate action where pathways are incomplete to ensure that patients are treated in clinical priority and breach date  order and that reporting on performance and waiting times is robust. • Ensure Trust systems are updated with patient pathway status information and that data quality is maintained. • Liaise with internal and external colleagues to share patient pathway information and diagnostic information, and expedite patient journeys where needed. • Co-ordinate appointments and procedures at others hospitals and organisations, where the pathway requires input from these. • Ensure accurate information is added to EPR and other internal and external IT systems and databases, as required. Patient Pathway • Adding additional list capacity on EPR as directed by management. • Book patients as required.