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Patient Pathway Coordinator

Guy's and St Thomas' Trust
£31,944
Full-time
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Description
Job overview This is an excellent opportunity for those looking to develop their experience and skills in administration and management. We are looking for a highly organised person who is able to prioritise a busy workload in a demanding environment and perform well under pressure. You will have the opportunity to work with clinicians to deliver high quality care to patients within the general diagnostic services. The Ophthalmology Department at Guy's and St Thomas' NHS Foundation Trust provides secondary and tertiary medical services in south-east London. It is located at St Thomas's Hospital and more recently also at Minnie Kidd House in Clapham South which is mainly a diagnostic hub. The department offers a wide range of sub specialty ophthalmic services to patients. The Patient Pathway Co-ordinator will be an integral point of contact for the multi-disciplinary team, patients and service users, providing an in depth knowledge of outpatient journeys for multiple sub-specialities and will play a key role in the efficient running of the day to day activities of the unit. Please Note: Vacancy may close early due to high numbers of applications Main duties of the job The post holder will be required to lead on the tracking of pathways, manage complex clinic profiles in line with clinician availability and skill mix while liaising closely with the clinical team and speciality management teams to ensure patients receive timely and appropriate appointments according to their care pathway. Depending on the requirements of the service, the post holder will be able to rotate within the team, provide clinic reception cover, maintain databases, book appointments, provide general administrative support and telephone cover. This is a challenging full time role, 37.5 hours per week with possible shifts of: 8.00am-4.00pm / 9.00am-5.00pm / 10.00am - 6.00pm. The successful candidate could be required to work 1 Saturday per month and also cross site at St Thomas Hospital and Minnie Kidd House. The duties and responsibilities listed below are representative of the Patient Pathway Coordinator role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative and managerial duties and responsibilities commensurate with the level of the post, to support the smooth running of the department. Working for our organisation The Trust Guy’s and St Thomas’ Hospital Foundation Trust is one of the largest in the NHS. A full range of services is provided to the local population and patients from further afield. St Thomas’ Hospital is located on the south bank of the river Thames opposite the Houses of Parliament. Guy’s Hospital is adjacent to London Bridge. Both hospitals have excellent transport links. Organisational Values Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust. The post holder will: Put patients first Take pride in what they do Respect others Strive to be the best Act with integrity Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action. The framework can be found on our Trust careers pages. Detailed job description and main responsibilities Operational · Be responsible for monitoring patient pathways, specifically including follow up patient pathways, to ensure that patients receive follow up review and treatment from the right person, in the right place, within appropriate time frames. · Monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies. · Identify from the Tracking List the next steps in the patient care pathway in line with clinical need (peer review). · Receive patient referrals and administer in line with timings and requirements as set out in Trust and National policies. · Co-ordinate and provide administrative support to the relevant teams to ensure that all the relevant paperwork and clinical information is available. · Update on all enquiries regarding patients’ care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner. · Develop an understanding of the milestones of the allocated pathway for patients within a designated group. · Attend relevant meetings, including the weekly service PTL review meeting, to feedback on allocated workload and complete actions regarding the care of patients within the designated pathway. · Participate in national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts. · Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process. · Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers. · Ensure clinic numbers are maintained at a level that is safe for both patients and staff, including cancelling and rebooking patients where necessary. · To oversee utilisation of clinics to ensure that all capacity is used to the full extent and flag any issues to the Failsafe or appropriate manager · Action day-to-day issues, ensuring resolution and escalating serious issues to management as appropriate. · Escalate any issues and breaches of the Waiting Times standards to the relevant management in line with agreed escalation procedures. · Ensure the timely and efficient transfer of patients and information between trusts/other organisations involved in the patient pathway, adhering to agreed communication pathways and protocols. · Work within a multi-disciplinary team in developing the service in line with departmental plans and Trust corporate objectives. · Maintain complex clinic profiles to within 6 weeks at any given time, having taken into consideration multiple clinic codes, consultant leave, clinic code specifications, other clinician availability and clinic exclusions. · Maintain a directory of clinic code templates, escalating to ASM where changes are required with clear articulation of reasons for change. Communication · Develop working relationships with a wide range of clinical and managerial staff. · Attending weekly meetings with relevant sub-speciality clinical team, to discuss clinic capacity, rescheduling instructions, clinic demands and long waiting patients. · Working closely with Patient Access Officers to ensure that internal booking requests and escalations are dealt with in a timely manner. · Deal with stressful situations that may arise when dealing with patients who are anxious or distressed using tact and diplomacy at all times. · Provide information and advice to patients and relatives about service administration and appointments. Data collection and analysis: · Responsible for collecting and updating patient information on the relevant databases in line with local policy, to ensure efficient pathway progress. This includes maintaining the accuracy of data at all times. · Working with the Team to analyse target breaches and report issues to management. Policy development · Review and support development and implementation of Standard Operating Procedures. · Review and support development and implementation of internal targets. Staff Management · Provide day-to-day supervision and oversight of duties for the departments administrators. · Providing support for day to day queries from administrators. · Ensure administrators are fully adhering to the appropriate Trust policies and protocols. · Identify training and development needs of staff, taking these forward where appropriate. Other · Undertake any administrative tasks commensurate with the grade required to support the delivery of high quality patient care. · Actively participate in department development as appropriate and participate in departmental meetings. · Undertake any training as required to complete the tasks associated with the job role. · Work closely with the Failsafe Team to identify and apply mitigations to ensure timely care for high risk/acuity patient cohorts. Please see JD and PS attached. Person specification Qualifications/ Education Essential criteria GCSEs or equivalent including Maths and English. Evidence of some formal further training in short courses, experience of a range of admin practices and with significant experience of hospital administration Desirable criteria Customer services qualification/training Experience Essential criteria Proven administrative experience Significant proven experience of delivering to high standards in a fast-paced high volume customer care environment. Experience of managing complex and high-volume outpatient clinics. Experience of managing complex clinic profiles Desirable criteria Experience of an administrative role within the NHS Experience of supervising staff Experience in collecting and presenting large data sets Skills/Knowledge/Ability Essential criteria Strong IT skills, particularly with relation to Microsoft Office packages, e.g. Word, Outlook and Excel Organisational and time management skills to meet deadlines Excellent interpersonal skills with the ability to liaise effectively with a wide range of multi-disciplinary staff Ability to deal tactfully and efficiently with members of the public and reassure them whilst maintaining patient confidentiality at all times. Ability to plan, organise and prioritise own workload and that of junior staff Desirable criteria Understanding of peer review process and governance processes Knowledge of medical terminology 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. Further details / informal visits contact Name Chinonyerem Achor Job title Service Manager Email address [email protected] Additional information For general enquiries about the job, or for an informal discussion please contact: [email protected]
Expiry date: 14/10/2024
Patient Pathway Coordinator
Company
Guy's and St Thomas' Trust
Salary
£31,944
Job Type
Full-time
Location
London
Our Commitments
Living Wage Employer
Armed Forces Covenant
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Guy's and St Thomas' Trust

Healthcare and Veterinary Sciences
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About us
As part of one of the largest and most engaged workforces in the NHS you'll have access to our unrivalled training and development programmes. We want the best people to join us, learn with us and grow with us, so whether you're in a clinical or non-clinical role we’re committed to creating a supportive and inclusive culture in which you can progress and be your best. We are an inclusive organisation Promoting diversity, equality, accessibility and inclusion is at the heart of everything we do for our patients and how we make our trust a great place to work. We welcome people from all backgrounds. Our fair recruitment practices offer equal access to employment opportunities and our staff networks enable everyone's voice to be heard. We are committed to ensuring all of our 23,500 staff feel valued and have the support they need to do their job to the best of their ability. Our health and wellbeing programme is one of the most comprehensive in the NHS and provides a wide range of benefits and support to help in your professional, personal and family life.
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Our Commitments
Living Wage Employer
Disability Confident
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Healthcare and Veterinary Sciences
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Our Commitments
Living Wage Employer
Disability Confident
Armed Forces Covenant
Hiring Local