Band 2 – Patient Pathway Officer – North Middlesex
North Middlesex University Hospital NHS Trust (widely known as North Mid) are searching for a passionate Patient Pathway Officer to join their highly skilled team.
North Mid is a major, busy district general teaching hospital located in Edmonton, London (N18 1QX). Serving more than 350,000 residents across the boroughs of Enfield and Haringey, as well as surrounding communities in Barnet and South Hertfordshire, it is a vital pillar of healthcare in North London.
The Role:
| The post holder will carry out a range of specified activities in the support of Outpatients Clinics centralised services, providing efficient administrative and clerical support in line with service requirements. The post holder will also provide a quality reception service for all users of the Outpatient-based services and the Trust.
The post holder will possess transferable skills in all areas of administrative functions to enable them to support the patient pathway and to increase resilience across the Administrative and Clerical services. |
Main Duties and Responsibilites:
- To be responsible for the timely processing and distribution of all incoming correspondence relating to patient appointment administration.
- Ensure all correspondence received into the area of work, from whatever source, is appropriately processed in a timely manner, and to enable an audit trail, aligned to established Standard Operating procedures (SOPs)
- Use the hospital PAS system (Careflow) to ensure that all data is correctly recorded.
- Check that all clinic and appointment correspondence is complete and accurately addressed; and escalate any that need correction to PPCs and team lead.
- Assist, where required, the Patient Pathway Coordinators to ensure all healthcare notes and diagnostic results are available for each patient at the beginning of the clinic session.
- Ensure all relevant documents and patients’ healthcare records are updated, tracked and accessible according to local standards for turnaround time.
- Retrieve health records as requested by members of the team: ensuring that all Health Records, provided for clinical and administrative purposes, are prepared to departmental standards.
- Book and reschedule patient appointments as required.
- Respond to emails about appointment queries as directed.
- Assist with booking services for patients e.g. transport.
- Undertake reception duties as necessary.
- Deal with straightforward queries using systems available, escalating more complex queries to the PPC for investigation.
- Deal with any telephone queries in a welcoming but prompt and efficient manner.
- Ensure comprehensive information is captured when taking messages for other members of the team.
- Where possible, resolve complaints from patients, primary care, and other staff; or refer onwards to senior members of the admin team.
- Collect data as required to assist with audits of service provision.
- Maintain databases and/or departmental spreadsheets.
- Ensure data quality and accuracy of any information entered into information systems is maintained.
- Routinely verify whether all patients and contact details have been checked in/out of clinics using the Trust IT system (‘cashed up’); and Outcomes reported to the Patient Pathway Coordinator.
- Present a professional image and ensure all patients and colleagues are always treated courteously in line with customer care standards and Trust values.
- Maintain excellent communication between patients, nursing staff, clinicians, and other members of administrative and multi-disciplinary teams, at all times.
- Ensure adequate stocks of stationery, supplies and forms are maintained and used cost effectively, liaising as appropriate with the team lead when stocks need to be replenished.
- Participate proactively in projects and service improvements as required.
- Assist with induction programmes for new staff within department.
- Contribute to the production and updating of patient information and other useful resources.
- Provide a customer focused service to patients and be able to communicate effectively and appropriately with patients and all levels of staff.
- Participate and be pro-active within team/ward meetings within the Service.
- Ensure that all complaints or patient issues are escalated to the team lead in charge in a timely fashion including those resolved by the post holder.
Requirements:
- Basic literacy and numeracy skills’ or ‘Entry Level 2/3
- NVQ Level 2 in Business Administration/Customer Care or acquired equivalent experience.
- GCSE or equivalent level education.
- Demonstrate ability to pay attention to detail, reliably check and record data and be able to self-check completed work.
- Demonstrate excellent communication skills with all levels of staff and patients.
- Demonstrate a good telephone manner and technique.
- Ability to work under pressure/meet tight deadlines whilst delivering high quality work.
- Ability to follow instructions; and procedures.
- Has flexible approach and attitude.
- Good organisational and administrative skills.
- Computer/keyboard skills in MS Word and Excel.
- Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications.
- Experience of healthcare administrative systems and processes.
We are so grateful for the hard-work and commitment of our Staff Bank, so as a thank you we offer the following benefits:
- Access to free Bank Partners Core Skills training.
- Ability to self-book shifts with a weekly pay system.
- Opportunity to book and monitor shifts using online timesheet.
- Priority of shifts over all agency workers.
- We operate with an open-door policy.
- Competitive pay.
Apply now for this superb opportunity by attaching your CV, and a member of our recruitment team will be in contact with you shortly.
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What specialism are you applying for?
Are you currently substantive and wish to work extra bank shifts?
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If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.
Have you recently left your substantive position at the trust (within the last 6 weeks)?
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If you have left your substantive position, please continue your application through the substantive candidate form.
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If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.
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As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.
Are you currently substantive and wish to work extra bank shifts?
You are eligible to join via another route
If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.
Have you recently left your substantive position at the trust (within the last 6 weeks)?
You are eligible to join via another route
If you have left your substantive position, please continue your application through the substantive candidate form.
Do you currently work or have you worked for any agencies at the Trust you are applying to within the last 12 weeks?
You are eligible to join via another route
If you currently hold an agency assignment with our Trust, please continue your application through the agency consent form.
Are you eligible to work in the UK?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are authorised to work in the UK.
If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.
Will we be able to obtain references from your line manager at your current/previous employer(s) to cover the past 3 years?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide referencing.
Will you be able to provide or be willing to obtain relevant immunisation history?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide immunisation records. Please consult with your GP for more information on how to obtain these.
As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.
Are you currently substantive and wish to work extra bank shifts?
You are eligible to join via another route
If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.
Have you recently left your substantive position at the trust (within the last 6 weeks)?
You are eligible to join via another route
If you have left your substantive position, please continue your application through the substantive candidate form.
Do you currently work or have you worked for any agencies at the Trust you are applying to within the last 12 weeks?
You are eligible to join via another route
If you currently hold an agency assignment with our Trust, please continue your application through the agency consent form.
Are you eligible to work in the UK?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are authorised to work in the UK.
If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.
Will we be able to obtain references from your line manager at your current/previous employer(s) to cover the past 3 years?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide referencing.
Will you be able to provide or be willing to obtain relevant immunisation history?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide immunisation records. Please consult with your GP for more information on how to obtain these.
As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.
Are you currently substantive and wish to work extra bank shifts?
You are eligible to join via another route
If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.
Have you recently left your substantive position at the trust (within the last 6 weeks)?
You are eligible to join via another route
If you have left your substantive position, please continue your application through the substantive candidate form.
Do you currently work or have you worked for any agencies at the Trust you are applying to within the last 12 weeks?
You are eligible to join via another route
If you currently hold an agency assignment with our Trust, please continue your application through the agency consent form.
Are you eligible to work in the UK?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are authorised to work in the UK.
If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.
Are you registered with the NMC/HCPC?
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Do you hold 6 months NHS experience within the last 3 years in your band and specialty?
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Will we be able to obtain references from your line manager at your current/previous employer(s) to cover the past 3 years?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide referencing.
Will you be able to provide or be willing to obtain relevant immunisation history?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide immunisation records. Please consult with your GP for more information on how to obtain these.
As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.
Are you currently substantive and wish to work extra bank shifts?
You are eligible to join via another route
If you are currently substantive and wish to work extra bank shifts, please continue your application through the substantive candidate form.
Have you recently left your substantive position at the trust (within the last 6 weeks)?
You are eligible to join via another route
If you have left your substantive position, please continue your application through the substantive candidate form.
Do you currently work or have you worked for any agencies at the Trust you are applying to within the last 12 weeks?
You are eligible to join via another route
If you currently hold an agency assignment with our Trust, please continue your application through the agency consent form.
Are you eligible to work in the UK?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are authorised to work in the UK.
If you would be interested in work opportunities outside of the UK, please contact our sister company, Espirita.
Do you hold 6 months NHS acute ward-based experience within the last 3 years in your band and specialty?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who do not hold current NHS experience. If you are a student nurse who has completed at least a 16-week placement with the trust you are applying for please obtain a referral from your placement tutor or ward supervisor.
Will we be able to obtain references from your line manager at your current/previous employer(s) to cover the past 3 years?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide referencing.
Will you be able to provide or be willing to obtain relevant immunisation history?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who are able to provide immunisation records. Please consult with your GP for more information on how to obtain these.
As part of the application process you will be expected to complete or provide online and practical core training module and a DBS. Are you happy to proceed?
We’re unable to proceed with your application
Sadly, we are only able to recruit bank workers who can complete / provide Training & DBS Certification.
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