Therapy Patient Pathway Coordinator

Job overview

The Therapy outpatient department is a busy service, which provides a high-quality service to patients and clinical staff.  The Therapy outpatient department is made up of five reception desks across three hospital sites (Leicester Royal Infirmary, Leicester General Hospital, Glenfield Hospital). You will be expected to work on all three sites depending on service need.

To perform well in this position you will need to be reliable, a good team player, be able to use your initiative, prioritise your workload, work to tight deadlines whilst dealing with frequently changing priorities & be willing to learn & undertake training & development as the role requires. Excellent written, verbal communication & interpersonal skills are essential as you will be in contact with a range of staff and patients. The successful applicant will be enthusiastic, confident and self-motivated, enjoy working in a challenging, busy environment & have experience of working in a busy customer focused environment. Your work will mainly be telephone & IT based so you should have an excellent customer service background. This is an excellent opportunity to build on and develop existing administrative and clerical skills.  If you are innovative, motivated and look forward to new challenges then this is the post for you.

Main duties of the job

• Manages the therapy department reception, including answering telephone and voicemail enquiries, checking in patients, and providing administrative support to clinical staff.
• To be responsible for the efficient administration of outpatient appointments from initial referral processing to booking and editing patient appointments. To liaise with external services such as interpreters and ambulance transport. To work closely with team members, admin and clinical staff.
• To be part of a team who implement & are responsible for setting up, maintaining & monitoring the clinics and ensuring that cancellations & DNA’s are recorded & dealt with according to the UHL Patient Access Policy.
• To provide support and guidance to patients, carers, relatives and others making contact with the service.
• To manage slot availability to ensure maximum efficiencies within the service to agreed scheduling ensuring procedures are booked in accordance with Local and National Guidelines in relation to Referral to Treatment. To carry out diary alterations for clinical staff upon request.
• Meticulous attention to detail and organisation skills are necessary for this role, as are excellent communication skills and the ability to work effectively as part of a team.

Detailed job description and main responsibilities

• To receive referrals and make new and follow-up appointments
• Prepare patient lists from the relevant information system in advance of the clinic, in line with departmental procedures and timescales, ensuring that all additional documentation, such as x-rays, additional notes, and letters, are requested with sufficient notice to ensure that all relevant information is included in the hospital notes at the patient appointment.
• Ensure effective planning of the patient pathway to ensure each step in the patient’s journey is managed effectively and to elective care standards.
• Provide training and support to other staff regarding HISS, ensuring pathways are managed according to Trust polic

For further information please see job description, or contact Claire Hancock on claire.hancock18@nhs.net or 07483720238