Patient Pathway Coordinator

Job overview

The purpose of this post is to actively manage the administrative processes of patient pathways, ensuring a smooth and efficient service for patients throughout their treatment by the Trust. Also to ensure and participate in providing an effective administration service to the multidisciplinary team.

Main duties of the job

• Coordinating patient pathways from referral through to treatment, ensuring patients receive timely and efficient care.
• Managing and validating Referral to Treatment (RTT) pathways, including 18-week pathway monitoring and escalation of potential breaches.
• Booking, amending and managing outpatient appointments, investigations and follow-up appointments in line with Trust policies and waiting time standards.
• Maintaining accurate patient records on Trust systems and ensuring data quality is upheld at all times.
• Communicating effectively with patients, clinicians, GPs and multidisciplinary teams to resolve pathway issues and support service delivery.
• Monitoring waiting lists and taking proactive steps to ensure patients are treated within national targets.
• Providing comprehensive administrative support, including managing correspondence, clinic outcomes, patient enquiries and medical reports.
• Supporting clinicians and operational teams by producing reports and assisting with service improvement initiatives.
• Working collaboratively within the wider administrative team to ensure a high-quality, patient-focused service is delivered.

Detailed job description and main responsibilities

• Work with the Service Manager/Delivery Manager or Senior Patient Care Coordinator (line manager) to ensure that administrative processes for the patient pathway meets the quality standards required both nationally and within the directorate and are adhered to. 2. Implement the Trust’s digital dictation/voice recognition system for the service area. Ensure that all incoming and outgoing communication, including urgent matters, are dealt with efficiently (including vetting correspondence and ensuring that appropriate action is taken before passing on). 3. Implement improvements to the administrative element of the pathway. Also proactively identifying emerging issues that may cause delays at any point in patient pathways and make suggestions to improve administration or any other aspect of the total pathway. 4. Ensure administration SOPs are implemented and make suggestions to support changes in delivery service. 5. Work closely with line manager and multidisciplinary team to ensure all patients with allocated slot issues (ASIs) are given appointment dates within the time specified and within the correct clinic specification. 6. Use the Trust information systems to monitor patients’ pathway progression, monitoring appointments and attendance using IT systems such as DMS/EPR/CRS/ EMIS. Observe legal and Trust data confidentiality, security and quality requirements. 7. Send all referrals to Central Appointments in line with the correct departmental procedure. 8. Input and retrieve information from the departmental and/or Trust computer systems in accordance with departmental guidelines. 9. Forward patients corrected/updated details to Central Appointments. 10. Use the CRS System booking when required, including moving and creating new slots for patients. 11. Maintain a regular “forward look” of upcoming clinics, ensuring all diagnostics are present and correct, and under or over-booking issues are proactively dealt with. 12. Assist in RTT validations, ensuring to identify and escalate issues affecting a patient’s pathway and work to ensure RTT compliance is met. 13. Supply clinicians and others with information on the 18-week status of the patients when required. 14. Assist in booking diagnostics when required 15. Maintain Waiting/TCI Lists. 16. When clinics are cancelled at short notice inform patients of cancellation. 17. Proactively deal with all enquiries from patients, carers, GPs and other service users, ensuring where possible that the caller’s needs are met, or they are transferred to the most appropriate person. Respond to all informal concerns/complaints coming into the department both on the telephone and in writing and escalate where necessary. 18. Keep a record of the movement of medical records passing through the administrative office, and maintain the notes, and track to the appropriate department, enabling continuity of care. 19. Maintain a central record of doctors/consultant’s annual leave/study days. Reporting and action any clinic/theatre cancellations and annual leave requests from your clinical team. 20. Ensure that stationery and office equipment is used efficiently and that any specific unmet needs are brought to the attention of the line manager. Undertake stock control as appropriate. 21. Collect and deliver post and occasional reception duties. 22. Be aware of changes in NHS waiting time targets and associated government policy and use this information to propose improvements. 23. Organise meetings including support material, refreshments, the production and distribution of agendas and minutes etc. Organise and provide cover for other staff within the pathway team and cover for colleagues as and when required regardless of the site and the Directorate. 24. Role involves cross-site as some days will be based in Newham and some days based in Shrewsbury Health Centre The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.