Patient Pathway Co-Ordinator

Job overview

The Patient Pathway Coordinator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service.

It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.

To monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies. To identify from the tracking list the next steps in the patient care pathway in line with clinical need. To ensure that pathways are actively managed and any appointments are made in line with the Trust’s Access Policy.

Furthermore, the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group. In addition, identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.

Main duties of the job

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
• Resolve queries, using judgement to determine when to pass the caller on to a member of the clinical team.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
• Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In-Basket’.
• Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
• Sending no contact letters, ad hoc letters and other correspondence as directed by senior staff.

Detailed job description and main responsibilities

• Assisting and supporting (including cross covering) other members of the administrative team across the department or division, including dealing with telephone calls and resolving simple enquiries for patients, their carer’s and visitors.
• Carry out designated administrative tasks under direction and with guidance, and following agreed standard operating procedures.
• Scheduling of patients and the timely management of the workqueues in line with standard operating procedures.