Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview An exciting opportunity has arisen within the Diabetes & Endocrine team for two Patient Pathway Coordinator roles. We are looking for an efficient and enthusiastic candidates to support our busy Outpatient service and the operational running of Outpatients in the Diabetes & Endocrine department. The individuals will work closely with a range of roles at various levels to enhance the overall experience for our patients and deliver operational improvements to the service we provide. The post holders must be a strong leader and act as the key liaison between doctors, nurses, managers and patients. We are looking for someone with a positive attitude and the ability to influence, support and motivate a team. The successful candidate will be a clear and tactful communicator with excellent customer care skills and the ability to develop strong working relationships with a wide range of people. You will have a mature attitude, good problem-solving skills and a flexible can-do attitude. This is a busy fast paced environment so the ability to multitask and use initiative in a busy environment supporting a range of teams is essential. The post is offered on a full-time basis, 37.5 hrs per week, with shifts varying between the hours of 8am-6.30pm. The work will be predominantly Monday to Friday but the post holder may occasionally be asked to work outside of these hours during busy periods. PLEASE NOTE: working from home is not an option unfortunately due to service requirements. Main duties of the job Lead the provision of a high quality, comprehensive and efficient administrative service. To ensure all patient appointments and treatment is scheduled in line with trust and national targets and review and manage the Patient Tracking list and Referral to treatment pathways to ensure we are working within the target set Ensuring the clinics are full to capacity and looking at capacity and demand of clinics and reviewing the DNAs Responsible for the day-to-day management of the team and their communications with patients, clinical and non-clinical service users and ensuring that that staff are managed in line with Trust Policies with compassion Review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate. Ensuring all the staff are compliant with the Mandatory training Maintain databases for various MDMs and support the clinical teams Deputise in the absence of the Assistant Service Manager Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care. Prepare and produce reports/spreadsheets, presentations and other documents as requested using the format required. Working for our organisation Guy’s and St Thomas’ is one of the largest hospital trusts in the country, with around 13,200 staff; an annual turnover of more than £1.2 billion; and 1.2 million patient contacts a year. Our hospitals have a long and proud history, dating back almost 900 years, and have been at the forefront of medical progress and innovation since they were founded. We continue to build on these traditions and have a reputation for clinical, teaching and research excellence. We provide a full range of hospital services for our local communities and community services for patients in Lambeth and Southwark. We also provide specialist services for patients at Queen Mary's Sidcup As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings. We also have a positive approach to corporate social responsibility and are keen to engage our staff in an agenda that ranges from promoting environmental sustainability to the creation of local employment opportunities. Detailed job description and main responsibilities PLEASE NOTE: working from home is not an option unfortunately due to service requirements. 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 service. Responsible for the day-to-day management and leadership of a team of staff in the outpatient department. To provide guidance, instruction, direction and leadership to the team. Take day-to-day responsibility for the department, ensuring effective patient flow; have an oversight of patient waiting times and experience; ensure the available space is appropriately used; work in partnership with nursing, medical and administrative teams to ensure effective capacity management; implement agreed key performance metrics with associated service improvements. Maintain effective information management systems, including databases and filing systems, ensuring both accessibility and confidentiality Undertake data entry where necessary Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person those staff will be liable to dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the Trust’s FOI procedure if they receive a written request for information. All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner. Person specification Qualifications Essential criteria Good general education with English and Maths to GCSE standard or equivalent Evidence of some formal further training in short courses, experience of a range of admin practices and with significant experience of hospital administration Educated to diploma level or NVQ 3, City and Guilds certificate level in business administration or equivalent Desirable criteria IT package qualification/training, e.g. European Computer Driving Licence (ECDL) Customer services qualification/training Previous experience Essential criteria Significant proven experience of delivering to high standards in a fast-paced high volume customer care environment. Ability to deal with a range of issues independently and efficiently Previous line management experience Desirable criteria Experience of an administrative role within the NHS Skills Essential criteria Demonstrable experience of data collection, presentation, report writing and handling of data quality issues Ability to work with confidential data and information and deal with sensitive issues discreetly Organisational and time management skills to meet deadlines Strong IT skills, particularly with relation to Microsoft Office packages, e.g. Word, Outlook and Excel Excellent interpersonal and communication skills face to face, in writing and on the telephone Desirable criteria Knowledge of medical terminology Understanding of peer review process and governance processes Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." 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 Mala Rahitharan Job title Service Manager Email address [email protected]