Regional Patient Pathway Coordinator Support

Job overview

An exciting opportunity has arisen for a Patient Pathway Co-ordinator Support to work within the Regional Cataract Service, delivering change across Aneurin Bevan, Cardiff and Vale and Cwm Taf Morgannwg Health boards.

We are looking for an organised, enthusiastic individual who is self-motivated and has strong team leadership skills. The post holder will play a key part in delivering our transformation plans for Ophthalmology in the South East Wales Region

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

This role is a permanent role.

Main duties of the job

To provide an essential telephone support service relating to patient services, involving handling calls for Regional Ophthalmology service for outpatient and inpatient. To provide quality clerical support to the scheduling team and stakeholders. Ensuring all appointments are booked correctly and efficiently in a timely manner in accordance with Health Board Policies and Procedures and all documentation is updated in line with service requirements and standards. To answer telephone calls in an efficient and courteous manner ensuring a high level of professionalism is maintained. To provide reception cover for Regional Ophthalmology service

The new team will be a central link to booking and scheduling teams across the region and strong communication skills are vital. Other key contacts for the role include Directorate Managers, Medical Leads, Nursing Leads and the Regional Programme Team.

Detailed job description and main responsibilities

• To undertake booking of appointments in line with set criteria ensuring that all protocols are adhered to.
• Organises own day to day workload.
• Responsible for updating all waiting list entries in line with departmental standards.
• To receive, process and document referrals within agreed time scales ensuring action is taken regarding urgent referrals in line with speciality requirements.
• Any cancellations are to be undertaken following the set criteria for the speciality. Patients must be rebooked within specified time scales. Any problems meeting these criteria, including late cancellations, should be highlighted immediately to the Line Manager.
• Ensure that all appointments are booked in line with the current booking criteria.
• Ensure acknowledgement and confirmation letters are sent to patients according to set criteria and protocols.
• To receive telephone enquiries in a timely and efficient manner maintaining a high level of professionalism.
• Respond to enquiries/queries, escalating issues when necessary
• Deal with telephone queries from internal and external agencies and patients in a professional manner in accordance with Data Protection and statutory policies and procedures.
• To deal with all enquiries and complaints promptly and sympathetically and inform the supervisor of any problems immediately.
• Maintain good communication and liaison with other staff, wards, departments and the general public.
• Cancel and re-arrange existing appointments. Responsible for contacting patients by telephone regarding the cancellation of appointments at short notice.
• Record CNA (Cannot attend appointment,) DNA (Did not attend for appointment) as per protocols.
• Record accurate and complete information for all patients on relevant databases.
• All staff to liaise with colleagues regarding annual leave prior to authorisation from Line Manager.
• Assist with basic training of new staff by demonstrating own duties.
• To work within standard operating procedures with supervisor on hand to give advice when necessary.
• Clerks are responsible for covering colleagues during periods of annual leave and sickness. (Provide cross speciality cover for each other).
• All staff must have full understanding of current Welsh Assembly Referral to Treatment guidelines.
• Undertake appropriate training.
• To undertake general office duties as required.
• To follow all protocols and standards, manual and computerised, ensuring these are undertaken accurately within agreed time scales.
• Flexible to the needs of the service to ensure smooth running of the department.
• Actively participate in the duties of the department as required.
• This is a new role and therefore will be open to a significant amount of change depending on the priorities within the service.