Patient Pathway Lead

Job overview

The role of the Patient Pathway Lead is key to ensuring our patients are supported throughout the care they receive at RNOH. The post holder will apply expert knowledge of patient pathway and administrative procedures to provide supervision and leadership in the delivery of a high quality, effective and efficient service for the multidisciplinary team and patients, with a focus on delivery a positive experience and excellent customer service. The post holder will expertly support the team to manage the whole patient pathway, from referral to discharge, including first outpatient appointment, diagnostics, planning of treatment, treatment, and follow-up appointments. The Patient Pathway Lead will work closely with clinicians and operational staff to provide an efficient and effective administrative service to the multidisciplinary team, acting as a source of expert advice and support for trouble shooting non-routine matters or resolving initial complaints.

Main duties of the job

The Patient Pathway Lead is responsible for monitoring waiting lists and capacity within a service, proactively acting upon issues and working with more senior managers and the clinical team to resolve them, in order to ensure access and quality targets are met for the service.

Detailed job description and main responsibilities

Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners. Role model excellent customer service skills to the wider administrative team. Manage and answer telephone calls in a courteous and prompt manner. Proactively provide patients with relevant and helpful information about appointments or non-clinical advice and guidance regarding their care. Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team. Support Patient Pathway Assistants and Co-ordinators to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome. 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 or departments as required. Manage generic inboxes, triaging and ensuring responses are sent by the relevant person in a timely fashion. Ensure both verbal and written communication is clear and accessible to patients and visitors. Using hospital information systems, produce accurate correspondence for patients, GP’s and others involved in care, and ensure its timely dissemination to stakeholders, meeting relevant Trust KPIs e.g. clinic letter turnaround. Correspondence for clinically urgent and cancer MDT outcomes should be prioritised. Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values. Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient Support staff to co-ordinate appointments and procedures at other hospitals and organisations, where a patient pathway requires input from external providers. Encourage and support patients to register for the patient portal.

Need to have to have EPIC experience.