Patient Admin Team - Patient Pathway Co-Ordinator inPeasedown St John inPeasedown St John PUBLISHED THU 17 OCT 2024

An exciting opportunity for an experienced Patient Pathway Co-ordinator to join our team at our Head Office in Peasedown St John, near Bath. Although the position is full time (37.5 hours per week), for the right candidate we would be happy for someone to work reduced hours, e.g. 4 days per week or a 9 day fortnight.

The team covers Monday to Friday between the hours of 8am and 5pm on a rota basis. Ideally, we are looking for someone who has experience working as an administrator in health care services, preferably with experience of the NHS E-referral system, System One Patient Administration System, and planning and scheduling surgical or clinic lists.

This is an ideal opportunity for a proactive, detail orientated person with good customer/patient service skills who can work following their own initiative as part of a busy team and can prioritise their own workload effectively.

The Patient Pathway Coordinator will assist the Administration Team to deliver high quality administration to ensure the seamless transition of the patient journey, from initial referral into the IHG service through to discharge back to the referring GP, providing an effective, efficient and best possible patient experience

About us

Daily Responsibilities

• Management of Appointment System
• Provide first response to patient enquiries in a timely manner via phone, email or fax.
• Follow standard operating procedures for efficient management of all patient appointments through the NHS E Referral System and the Patient Administration System (PAS) SystmOne within departmental KPIs.
• Liaise with theatre practitioners, clinicians, other members of staff, GP Practices and other external organisations to provide a first-class service to our patients.
• Plan/schedule clinics and surgical lists to meet the business requirements under the direction of the Patient Admin team Lead.
• Maintain quality targets regarding patient waiting times.
• Management of the Patient Medical Record
• Ensure patient records are well maintained and information recorded accurately and updated with most up to date contact information.
• Ensure all correspondence, reports, and test results are actioned accordingly and scanned into the patient record in an efficient and timely manner.

Specific Tasks

• Use initiative, planning and organisational skills to maintain an effective and efficient working office. Be able to prioritise workload in order to keep organisation deadlines and KPIs.
• To support other team members by performing peer reviews to ensure competencies remain high.
• Undertake quality audits on patient administration and records.
• Support the Patient Admin Team Lead to review clinic and theatre utilisation daily to ensure gaps in both clinic and theatre sessions are filled/adjusted where possible. Escalate clinic capacity issues as required.
• Monitor workload within their speciality of responsibility to ensure KPIs are met and if/when appropriate offer support to other members of the team. Reporting regularly to the Patient Admin Team Lead and escalating any issues/challenges when necessary.
• To deal with patients queries offering non-clinical advice as required and escalate to the relevant team as necessary communicating professionally, with empathy and understanding the sensitive complex nature of information.
• Booking and rebooking clinic/surgical appointments including printing and sending out appointment confirmation letters.
• Booking surgical appointments within national and local KPIs whilst managing patient expectations around choice.
• Management of appointment outcomes according to each specific specialty pathway and any other further actions required e.g tests, funding applications, onward referrals. Ensuring accuracy and Referral to Treatment Times are adhered to.
• Management of the onward referral process according to each specific specialty and CCG ensuring accuracy and quality.
• Production, checking and sending of electronic discharge summaries to GPs within 24 hours via SystmOne or NHS email.
• Production, checking and sending of clinic letters to referrers & patients via SystmOne, secure email or post within contractual CCG KPIs ensuring quality and accuracy.
• Management of the patient pathway through the Prior Approval process in line with CCG policies and escalating issues, as necessary.
• Follow standard operating procedures for efficient management of the Patient Administration.
• Carry out other administrative duties commensurate with the role.
• Maintaining and management of all waiting/task lists within SystmOne ensuring the patient moves through their pathway efficiently and within departmental KPIs timeframes.