Patient Pathway Coordinator

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.  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

• 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’.

Detailed job description and main responsibilities

Main Duties and Responsibilities   1. 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.   Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.  2. Coordinating Patient Care  PTL monitoring / updating to ensure RTT pathways are correct and Access Policy. Plus proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers  with any escalation of breaches as required.  Responsible for booking of patient’s appointments, diagnostics and inpatient stays, throughout their patient pathway.  Corresponding with patients, practices and internal staff.   Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.   Management of patient correspondence via text reminder services.   Responsible for checking all patients are accurately placed on the waiting list on the Epic system.  Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes.   Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.  Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.  Process and register referrals, booking outpatient appointments within Epic.  To book interpreters as required.  Collate required patient information at the request of clinical teams.   3. Supporting Clinical Teams  Management of clinical staff inboxes and flagging of high priority correspondence.   Management of virtual clinics, where applicable.