Patient Pathway Coordinator

Job Title: Patient Pathway Coordinator (4)

Trust Location: Oxford University Hospitals NHS Foundation Trust

Location: Womens Centre, John Radcliffe Hospital, Headley Way, Headington, Oxford, OX3 9DU

Hours: Mon-Fri 08:00-16:00 - 37.5 per week

Reference: 89618

What you’ll be responsible for:

The post holder will be expected to provide cross cover the Gynaeoclogy Administrative team as directed by the Team leader on a day-to-day basis according to service need.

Patient administration underpins the patient journey and supports clinical teams in delivering high

quality patient care and can make a real difference to the patient experience. Effective and efficient

patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.

The post holder has responsibility for the provision of a professional comprehensive and efficient

administrative service, which is effectively delivered to all patients and members of the Department.

This will be through the delivery of a comprehensive administrative service to a specialty team. This

will involve providing a full administration service to the consultant team and taking responsibility for managing the whole patient pathway in line with the Elective Access policy and Cancer waiting time targets.

Main Tasks and Responsibilities

Outpatient Pathway

• Administer all new referrals received via the E referral service, ensuring all are electronically triaged by the appropriate clinical staff member and action as required.

• Process and log all non-Choose and Book referrals on EPR, including registering new patients in addition to updating existing patient details.

• Book new and follow-up outpatient and diagnostic appointments, ensuring that capacity is proactively and efficiently used.  This includes booking patients into the correct clinic to ensure that they are seen by the most appropriate clinician.

• Reschedule outpatient appointments as a result of patients calling the service, in line with the 18-week RTT / cancer / screening targets and agreed local processes in respect to patient cancellations.

• Actively review patient DNAs, liaising with the appropriate clinical staff and

reschedule patient appointments in line with agreed local processes.

• As required, complete clinic cancellation forms and ensure appropriately authorised

(minimum 6 weeks' notice required) before processing the clinic cancellation on EPR and rescheduling of patient appointments.

• Adding additional clinic capacity on EPR as directed by management, to include the use of adding appointment slots on EPR that can be booked via Choose and Book.

• To be responsible for actively managing the OP PTL and Incomplete lists.

Administration

• Provide primary administrative support to the consultants and clinicans, including booking follow up appointments, correspondence support and other administrative duties as required.

• With the support of the Assistant Patient Pathway Coordinators, ensure the efficient

administration of the service.  

• Ensure appropriate follow up appointments are booked and escalate to Team Leader and consultant if patient cannot be booked within required time scales..

• Use of the digital transcription system to produce clinical correspondence to inform

referrers, patients, and other relevant parties of patient pathway progress.  In doing so,

produce correspondence that is of high quality and conforms to the national target of 7 days from the point of clinical delivery / decision.

• Open and prioritise incoming post, ensuring supporting information is available when

appropriate and taking responsibility for taking action on urgent items in the absence of the clinician / Patient Pathway Coordinator.

• Respond to telephone queries coming into the department, taking clear messages to pass to relevant staff to ensure requests are actioned promptly.

• Using Scan IT ensure that electronic health records filing is maintained at an extremely high

standard, with timely scanning of paper records on to EPR as required.

• Ensure accurate filing of paper notes and records is maintained as required.

• Follow the tracking procedure for the movement of all patient notes (Case Note Tracking).

• On an as and when required basis, update patient details on EPR to include ensuring patients that require discharge are processed accordingly.

• Actively use and manage the work lists in Revenue Cycle to manage Patients Missing Follow Up and Deferred patient lists

• Act as the first point of contact for patients coming into the department.  

• Ensure there is adequate cover on the reception desks and ward as required

• If required, admit and discharge patients to the ward.

• Act upon queries from referrers, patients, and other relevant parties in liaison with clinical staff. Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic medical procedures and terminology.

• Book interpreters for patients prior to appointments and admissions as and when

required.

• Book transport for patients who require it, in line with local processes and CCG

guidelines.

• Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule

patient appointments in line with agreed local processes.

• Adding additional list capacity on EPR as directed by management.

• Book patients as required.

Learning, Respect, Delivery, Excellence, Compassion, Improvement

Pathway Tracking

• To have an excellent working knowledge of the 18 weeks referral to treatment (RTT)

rules / Cancer waiting targets / Screening wait times, as required for the job, and use

them in conjunction with the OUH Elective Access Policy to proactively manage all

patient pathways.

• Undertake validation of the 18 week RTT PTLs and contribute to the validation of the

cancer PTL where appropriate.  Investigate and take appropriate action where pathways

are incomplete to ensure that patients are treated in clinical priority and breach date

order and that reporting on performance and waiting times is robust.

• Escalate pathway issues if required to the Patient Pathway Team Leader and Patient

Pathway Manager.

• Book in clinical priority and breach date order, whilst monitoring the 18 week / Cancer

PTLs or screening list to ensure any late additions are identified and processed

appropriately. In doing so, take the necessary steps to avoid target breaches and resolve any issues i.e. 28 day theatre cancellations.

• Recognise when patients are on cancer care pathways and proactively link with the MDT Coordinator and MDT Tracker to ensure these patients are actively managed through their diagnosis and treatment.

• Ensure Trust systems are updated with patient pathway status information and that data quality is maintained.

• Liaise with internal and external colleagues to share patient pathway information and

diagnostic information, and expedite patient journeys where needed.

• Ensure inter-provider transfers are timely and that the appropriate paperwork has been completed and sent or received.

• Liaise with clinical coders to ensure patient notes are available so that all patient

episodes are coded accurately and promptly.

• Co-ordinate appointments and procedures at others hospitals and organisations, where the pathway requires input from these.

• Ensure accurate information is added to EPR / Infoflex and other internal and external IT systems and databases, as required.

• Liaise with external commissioners if required

Patient Pathway

• Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule

patient appointments in line with agreed local processes.

• Raising clinic capacity issue to management via the Patient Pathway Team Leader and Patient Pathway Manager.

• Adding additional list capacity on EPR as directed by management.

• Book patients as required.

General

• Demonstrate high levels of customer care and be an ambassador for customer care

within the Trust.

• Provide a robust administration function that underpins the delivery of a high quality

service and maintain effective working relationships with clinical, nursing and

administrative staff.

• Answer all telephone calls in a timely manner and action as appropriate.

• Maintain patient confidentiality at all times.

• Be flexible in your approach to work, such as covering other job roles at an appropriate

grade or site, and to include varying working hours to ensure the service maintains a

minimum level of cover during its core hours of 08:00 to 17:00.

• Retrieve notes and ensure all patient information is available in a timely manner for all

appropriate outpatient appointments, diagnostic appointments and inpatient / daycase

procedures, checking demographics at every stage and locating lost notes where

appropriate.

• Support the Team Leader, Patient Pathway Manager and Service Manager in the

investigation and resolution of patient queries and complaints received direct to the

service or via PALS / Complaints Department.

• Book interpreters for patients prior to appointments and admissions as and when

required.

• Liaise with Clinical coders to ensure patient notes are available so that all patient

episodes are coded accurately and promptly.

• To support and contribute to on-going and future service development projects

supporting continuous improvement of the services we provide.

• Any other duties at the request of the Team Leader / Patient Pathway Manager / Service

Manager, which may be needed to fulfil the objectives of the post, which are

appropriate to the grade.

You’ll learn the following whilst working at the trust:

1. An in depth understanding of the roles and responsibilities involved in working within the NHS  
2. Knowledge of the systems used, to effectively complete your role to the highest standard at all times  
3. A sense of teamwork, gained through working alongside and supporting colleagues from all levels, within the organisation 

You’ll have the following skills/experience:

• Powerchart, Revenue Cycle and HIM chart coding is essential
• Understanding patient pathways and NHS processes
• Good Organisation skills
• Excellent telephone Manner
• Strong communication skills
• Confidence to speak with patients
• Teamwork
• Computer skills are essential

As a member of NHS Professionals, you have fantastic benefits:

• Competitive pay rates- work this week, get paid next week
• Essential support when you need it- 24/7 365 days- call us anytime
• Multi locational- work across neighbouring Trusts
• Manage your shifts and timesheets on the go- access your “My Bank” shift portal anywhere, anytime online or through your smartphone
• Varied working options to suit your lifestyle- access to the Bank gives you options of ad hoc shifts or longer-term placements
• Training and development opportunities- Keep up with the essentials and more
• Build holiday allowance for every shift you work- your work life balance is important to us
• Stakeholder pension scheme available- a flexible future for you and yours

Who are NHS Professionals?

We specialise in putting people in place to care. Every year we help thousands of dedicated candidates and highly skilled NHS workers enjoy better career opportunities, access to more shifts and a healthier work-life balance, giving more choice and control to our members.

As an equal opportunities’ organisation, NHSP is committed to the equal treatment of all current and prospective Bank members and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender reassignment, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and inclusion agenda and we strongly encourage suitably qualified applicants form a range of backgrounds to apply.

Apply Today

By joining us you can look forward to a choice of flexible Bank shifts across any of our client Trusts in England, as well as the ability to develop professionally and gain experience in several wards or areas.

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