Job Summary
To be the point of contact for patients for all issues relating to their pathway of care, both for inpatients and outpatients. The post holder will work as part of a multidisciplinary team (POD), under the direction of the Clinical Lead, and will provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly. The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact. To provide consistent approach, across the Trust, Standard Operating Procedures (SOP) will describe how the functions of this role will be carried out along with the timescales that will be adhered to
Main Duties
- Work with the Assistant Service Manager to ensure that administrative processes for the patient pathway meet the quality standards required both nationally and within the directorate and are adhered to.
- Implement the Trusts 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)
- Implement improvements to the administrative element of the pathway. Also proactively identifying emerging issues that may cause delays at any point in a patient pathway and make suggestions to improve administration or any other aspect of the total pathway.
- 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.
- Supply clinicians and others with information on the 18 week status of the patients when required.
- Deal proactively 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 inform concerns/complaints coming into the department both on the telephone and in writing and escalate where necessary.
- Keep a record of the movement of medical records passing though the administration office, and maintain the notes, and track to the appropriate department, enabling continuity of care.
- Collect and deliver post to the correct places.
- Be aware of changes in NHS waiting time targets and associated government policy and use this information to propose improvements.
- Organise meetings including support material, refreshments, the production and distribution of agendas and taking minutes etc.
- Work with clinicians to update rotas and send to relevant teams.
- Handle post according to SOP
- Manage consultant diaries in accordance with SOP
- Deal with patient pathway queries from other organisations
- Attend clinics where appropriate to co-ordinate the patient pathway
Requirements
- Minimum of 3 years administration/medical secretarial/pathway experience or equivalent non NHS
- Highly developed communication skills, with experience of dealing with patients in a reassuring manner. An ability to communicate professionally at all levels.
- A good level of medical terminology acquired through education, training or work experience.
- Understanding of data protection acts
- Understanding of Freedom of Information Act
- Ability to treat everyone with whom s/he comes into contact with dignity and respect
- Experience of assisting in maintaining a healthy, safe and secure working environment for self and other Experience of Equal Opportunity policies.
Bank Partners is an employment agency/employment business (as defined by the Conduct of Employment Agencies and Employment Businesses Regulations 2003) and is acting on behalf of its client in relation to this vacancy.