Patient Pathway Coordinator - Bowel Cancer Screening

Job overview

Patient Pathway Coordinator - Bowel Cancer Screening

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.  Plus, 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

Communication and Patient Liaison

• 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 simple 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.

Detailed job description and main responsibilities

Data Management, Data Quality and Systems Responsibilities

• Input and access information on Epic as required

• Ability to use Epic to an advanced level and accurately inputting data and editing entries as required
• Record and capture patient information appropriately and in line with Standard Operating Procedures.
• Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
• Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue.

• Supporting data quality workstreams and work-queues where  appropriate.