Patient Pathway Coordinator

Job description

Job summary

The post holder will provide a comprehensive administrative service for ENT services across Leicester Royal Infirmary (LRI) and EMPCC, ensuring clinician diaries and clinics are effectively managed and Trust quality standards are consistently met.

The role involves providing advice, support, and guidance to patients, carers, relatives, company representatives, and other service users, ensuring a high standard of customer care. The post holder will support the delivery of safe and efficient patient pathways in line with local and national guidelines, including Referral to Treatment (RTT 18-week requirements) and cancer pathway targets.

The role requires proactive management of clinic capacity and slot availability to maximise service efficiency in line with agreed templates, ensuring the timely management of annual leave and its impact on clinic utilisation. Prioritising workload in a fast paced moving service, working to deadline and using the trust PTL to book long waiters within the time required.

The post holder will use relevant CMG and Trust IT systems to accurately manage patient data and oversee patient pathways, supporting effective service delivery across the ENT service.

Main duties of the job

Main Duties

• Receive and process referrals via NerveCentre, managing new referrals and follow-up appointments in accordance with service requirements.
• Prepare and validate patient clinic lists in advance, ensuring all relevant documentationincluding imaging, clinical notes, and correspondenceis requested and available for appointments.
• Maximise the effective utilisation of available clinic slots in line with agreed templates and service capacity.
• Ensure all referrals are managed in compliance with local and national standards, including RTT 18-week requirements and cancer pathway targets.
• Process overseas visitor referrals, including verifying identification documentation and referring cases to the Overseas Patient Manager as required.
• Accurately check, extract, record, and update patient information across relevant patient administration systems.
• Validate and maintain appointment details on the NC system in line with defined scheduling rules and Trust procedures and policies.

About us

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals:

• high-quality care for all,
• being a great place to work,
• partnerships for impact, and
• research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

• we are compassionate,
• we are proud,
• we are inclusive, and
• we are one team

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

https://www.uhleicester.nhs.uk

Job description

Job responsibilities

• Liaise with clinicians regarding availability for clinics and make appropriate scheduling decisions, referring where necessary.
• Monitor, manage and report clinic cancellations, including notice time given and utilisation of clinic time available.
• Ensure case notes are retrieved and prepared in a timely manner to ensure they are available for clinics , taking appropriate actions where required information is not available.
• To be responsible for patient communications associated with outpatient clinics. This will include ensuring data relating to patients demographic details are correct; booking of follow-up appointments on PAS and arranging
• Deal with telephone queries and enquiries regarding appointments.
• Ensure effective planning of the patient pathway to ensure each step in the patients journey is managed effectively and to elective care standards.
• Provide training and support to other staff regarding PAS, ensuring pathways are managed according to Trust policy.
• Request notes and utilise the PAS system to update case note tracking.
• Validate RTT PTL and use this is a tool to book long waiter patients and the consultant backlog
• Add patients to appropriate waiting lists.

Please see job description/person specification for full details on the role.

Job description
Job responsibilities

• Liaise with clinicians regarding availability for clinics and make appropriate scheduling decisions, referring where necessary.
• Monitor, manage and report clinic cancellations, including notice time given and utilisation of clinic time available.
• Ensure case notes are retrieved and prepared in a timely manner to ensure they are available for clinics , taking appropriate actions where required information is not available.
• To be responsible for patient communications associated with outpatient clinics. This will include ensuring data relating to patients demographic details are correct; booking of follow-up appointments on PAS and arranging
• Deal with telephone queries and enquiries regarding appointments.
• Ensure effective planning of the patient pathway to ensure each step in the patients journey is managed effectively and to elective care standards.
• Provide training and support to other staff regarding PAS, ensuring pathways are managed according to Trust policy.
• Request notes and utilise the PAS system to update case note tracking.
• Validate RTT PTL and use this is a tool to book long waiter patients and the consultant backlog
• Add patients to appropriate waiting lists.

Please see job description/person specification for full details on the role.

Person Specification

Commitment to Trust Values and Behaviours

Essential

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Training & Qualifications

Essential

• Educated to GCSEs
• NVQ III or relevant equivalent training and experience gained in administration post
• RTT/Clinic Management/Waiting List or relevant experience

Desirable

• CLAIT (or equivalent)
• Patient information systems experience
• Experience of NHS systems and procedures Excel, Power point, ORMIS, Booking systems
• PTLS/Data Quality experience

Experience

Essential

• Secretarial or administrative experience
• Diary management experience
• Experience of dealing with customers/patients

Desirable

• Understanding of medical terminology
• Medical administration experience
• Experience working in a large, complex organisation

Communication and relationship skills

Essential

• Effective communication skills
• Able to manage sensitive patient conversations
• Must be a team player
• Able to maintain confidentiality
• Tact and diplomacy

Desirable

• Exposure to dealing with complaints

Analytical and Judgement skills

Essential

• Able to act on own initiative
• Ability to assess information and take steps to address any shortfalls
• Ability to work without close supervision.

Planning and organisation skills

Essential

• Planning and Organisation skills with the ability to prioritise schedules and workloads
• Ability to look ahead to ensure clinic timescales are met at all times
• Managing competing timescales when booking appointments

Equality, Diversity and Inclusion

Essential

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs. All staff are expected to engage in compassionate and inclusive leadership in the provision of high- quality care and interactions with others

Person Specification
Commitment to Trust Values and Behaviours

Essential

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Training & Qualifications

Essential

• Educated to GCSEs
• NVQ III or relevant equivalent training and experience gained in administration post
• RTT/Clinic Management/Waiting List or relevant experience

Desirable

• CLAIT (or equivalent)
• Patient information systems experience
• Experience of NHS systems and procedures Excel, Power point, ORMIS, Booking systems
• PTLS/Data Quality experience

Experience

Essential

• Secretarial or administrative experience
• Diary management experience
• Experience of dealing with customers/patients

Desirable

• Understanding of medical terminology
• Medical administration experience
• Experience working in a large, complex organisation

Communication and relationship skills

Essential

• Effective communication skills
• Able to manage sensitive patient conversations
• Must be a team player
• Able to maintain confidentiality
• Tact and diplomacy

Desirable

• Exposure to dealing with complaints

Analytical and Judgement skills

Essential

• Able to act on own initiative
• Ability to assess information and take steps to address any shortfalls
• Ability to work without close supervision.

Planning and organisation skills

Essential

• Planning and Organisation skills with the ability to prioritise schedules and workloads
• Ability to look ahead to ensure clinic timescales are met at all times
• Managing competing timescales when booking appointments

Equality, Diversity and Inclusion

Essential

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs. All staff are expected to engage in compassionate and inclusive leadership in the provision of high- quality care and interactions with others

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

University Hospitals of Leicester NHS Trust
Address

Leicester Royal Infirmary

Leicester Infirmary Square

Leicester

LE1 5WW

United Kingdom

Employer's website