Patient Pathway Coordinator

Job description

Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.

The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation.

Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.

Barts Health supports the Pregnancy Loss Pledge and commits to supporting their staff through the distress of miscarriage.

We are dedicated to being an outstanding place to work and will work with you to get the best experience. We know flexible working is not a one size fits all and will mean something different to everyone. We are inclusive, so if you are interested in flexible working, please speak to the recruiting manager.

Job overview

The purpose of this post is to actively manage the administrative processes of patient pathways, ensuring a smooth and efficient service for patients throughout their treatment by the Trust. Also to ensure and participate in providing an effective administration service to the multidisciplinary team.

Main duties of the job

• Coordinating patient pathways from referral through to treatment, ensuring patients receive timely and efficient care.
• Managing and validating Referral to Treatment (RTT) pathways, including 18-week pathway monitoring and escalation of potential breaches.
• Booking, amending and managing outpatient appointments, investigations and follow-up appointments in line with Trust policies and waiting time standards.
• Maintaining accurate patient records on Trust systems and ensuring data quality is upheld at all times.
• Communicating effectively with patients, clinicians, GPs and multidisciplinary teams to resolve pathway issues and support service delivery.
• Monitoring waiting lists and taking proactive steps to ensure patients are treated within national targets.
• Providing comprehensive administrative support, including managing correspondence, clinic outcomes, patient enquiries and medical reports.
• Supporting clinicians and operational teams by producing reports and assisting with service improvement initiatives.
• Working collaboratively within the wider administrative team to ensure a high-quality, patient-focused service is delivered.

Working for our organisation

Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.

Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.

We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.

Detailed job description and main responsibilities

1. Work with the Service Manager/Delivery Manager or Senior Patient Care
Coordinator (line manager) to ensure that administrative processes for the patient
pathway meets the quality standards required both nationally and within the
directorate and are adhered to.
2. Implement the Trust's digital dictation/voice recognition system for the service area.
Ensure that all incoming and outgoing communication, including urgent matters, are dealt
with efficiently (including vetting correspondence and ensuring that appropriate action is
taken before passing on).
3. Implement improvements to the administrative element of the pathway. Also
proactively identifying emerging issues that may cause delays at any point in patient
pathways and make suggestions to improve administration or any other aspect of
the total pathway.
4. Ensure administration SOPs are implemented and make suggestions to support
changes in delivery service.
5. Work closely with line manager and multidisciplinary team to ensure all patients with
allocated slot issues (ASIs) are given appointment dates within the time
specified and within the correct clinic specification.
6. Use the Trust information systems to monitor patients' pathway progression,
monitoring appointments and attendance using IT systems such as
DMS/EPR/CRS/ EMIS. Observe legal and Trust data confidentiality, security and quality
requirements.
7. Send all referrals to Central Appointments in line with the correct departmental
procedure.
8. Input and retrieve information from the departmental and/or Trust computer systems in
accordance with departmental guidelines.
9. Forward patients corrected/updated details to Central Appointments.
10. Use the CRS System booking when required, including moving and creating new
slots for patients.
11. Maintain a regular "forward look" of upcoming clinics, ensuring all diagnostics are
present and correct, and under or over-booking issues are proactively dealt with.
12. Assist in RTT validations, ensuring to identify and escalate issues affecting a patient's
pathway and work to ensure RTT compliance is met.
13. Supply clinicians and others with information on the 18-week status of the patients
when required.
14. Assist in booking diagnostics when required
15. Maintain Waiting/TCI Lists.
16. When clinics are cancelled at short notice inform patients of cancellation.
17. Proactively deal with all enquiries from patients, carers, GPs and other service users,
ensuring where possible that the caller's needs are met, or they are transferred to the most
appropriate person. Respond to all informal concerns/complaints coming into the
department both on the telephone and in writing and escalate where necessary.
18. Keep a record of the movement of medical records passing through the administrative
office, and maintain the notes, and track to the appropriate department, enabling
continuity of care.
19. Maintain a central record of doctors/consultant's annual leave/study days. Reporting
and action any clinic/theatre cancellations and annual leave requests from your clinical
team.
20. Ensure that stationery and office equipment is used efficiently and that any specific
unmet needs are brought to the attention of the line manager. Undertake stock control as
appropriate.
21. Collect and deliver post and occasional reception duties.
22. Be aware of changes in NHS waiting time targets and associated government policy and
use this information to propose improvements.
23. Organise meetings including support material, refreshments, the production and
distribution of agendas and minutes etc. Organise and provide cover for other staff within
the pathway team and cover for colleagues as and when required regardless of the site and
the Directorate.
24. Role involves cross-site as some days will be based in Newham and some days based in Shrewsbury Health Centre

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.

Person specification

Qualifications

Essential criteria

• GCSE A Level or equivalent standard of Education
• ECDL or equivalent experience e.g. experience of a range of IT packages such as word, excel, outlook and power point
• AMSPAR or equivalent e.g. a good level of medical terminology

Skills

Essential criteria

• Years experience

Desirable criteria

• Other

Experience

Essential criteria

• Awareness of patient pathways.
• Understanding of patient priorities and performance targets
• Knowledge of healthcare administrative systems and processes
• Previous medical secretarial/pathway administration experience

Skills

Essential criteria

• Proactive with the ability to use your own initiative
• Able to present a positive image of her/himself and the service
• Ability to self-reflect, carry out tasks of own job and identify what s/he needs to learn to able to do current job better
• Ability to take an active role in agreed learning activities and keeping a record of them
• Knowledge of national targets with respect to the patient pathway.
• A sound knowledge and demonstrable competence re 18-week referral to treatment rules
• Ability to provide constructive opinions and views on ideas for service improvement
• Ability to use and maintain resources efficiently and effectively and encourage others to do so.
• Acts responsibly as a team member and seeks help if necessary
• A proven record of being able to work within set timeframes working to priorities and deadlines.
• Able to monitor quality of your own work and Others
• Ability to produce and present written reports and correspondence of a high calibre
• Competence with a range of IT packages, e.g. CRS and EPR
• Methodical and logical approach to work prioritisation and planning
• Flexible approach to the planning and coordination of patient pathways to ensure maximum use of clinical time.
• The ability to plan and co ordinate activities and changes to systems or standards

Desirable criteria

• To have a sound understanding of NHS wide initiatives and experience of responding positively to ensure local implementation.

Personal and people development

Essential criteria

• Patient focused
• Has a flexible approach and attitude
• Adapts to changing circumstances
• Ability to treat everyone with whom s/he meets dignity and respect
• Experience of Human Rights, Equality & Diversity policies and procedures

Other

Essential criteria

• Highly developed communication skills, with experience of dealing with patients's anxiety in a reassuring manner
• An ability to communicate professionally at all levels

Visa Sponsorship Information

This role is subject to UK immigration requirements. Where sponsorship is required, applicants must meet the eligibility criteria for a Skilled Worker visa in accordance with current UK Visas and Immigration rules, including any salary, qualification, and role-specific requirements applicable at the time of appointment. Candidates who require sponsorship will only be considered where the post is eligible and where all sponsorship criteria can be met. Evidence of the right to work in the UK will be required before appointment. Please note that for roles employed under Agenda for Change Terms and Conditions, the High-Cost Area Supplement (HCAS) is not included when calculating the basic salary for the purposes of sponsorship.

We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment where staff treat one another with dignity and respect. We aim to create an equitable working environment where every individual can fulfil their potential.

As an Equal Opportunities Employer we actively support applications from individuals' who apply under the Guaranteed Interview Scheme and will process your application as appropriate.

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications has been received and we regret that we are unable to provide notification if your application is unsuccessful.

After applying via NHS Jobs, your submitted application will be imported into our preferred Third party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs.

By applying for this post you are agreeing to Barts Health NHS Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.

Barts Health is committed to safeguarding the welfare of children and to child protection. The Trust aims to ensure as far as is possible that anyone, paid or unpaid, who seeks to work in our organisation and who gains access to children, is safe to do so. As such, you may be required to undertake a Disclosure and Barring Check as part of the recruitment process if appointed to a post with direct access to children or vulnerable adults.

Barts Health promotes active travel as part of its goal to reach Net Zero. Each site is accessible by public transport and the Trust has a cycle to work scheme and some sites have Brompton Hire Pods.

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