Oxford University Hospitals NHS Foundation Trust
An exciting opportunity has arisen to join the Gynaecology Team in the Women's Centre as an Assistant Patient Pathway Coordinator working predominantly within a Ward Clerk capacity on the Gynaecology Ward.
This is a linked grade post, with the successful applicant being supported through a clear competency framework to progress from a Band 2 to a Band 3.
The successful candidate will need to be organised, flexible and work well in a team. They will also have exceptional customer service skills, and a desire to learn new things, so they are able to increase the scope of work they do and progress up the pay scale.
They must also be willing to help cover a 7 day a week service which will include working 1 in 3 weekends.
Main duties of the job
The post holder will be expected to provide cross cover across the Gynaecology 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 is required to assist in 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 supporting the clinical and administrative teams in the delivery of a comprehensive administrative service. This will involve waiting list management and validation of pathways for a speciality, in accordance with the Elective Access Policy, Cancer waiting time targets, communicating appointment and admission related information to patients and carers and/or typing correspondence as appropriate.
Job responsibilities
Administration
Work alongside the Patient Pathway Coordinators to support the administrative function within the Service.
Provide primary administrative support to the specialist nurse, and junior doctor teams, including booking follow up appointments, correspondence support and other administrative duties as required.
Provide a supporting role to the Patient Pathway Coordinator to help ensure the efficient administration of the service. To deputise for the Patient Pathway Coordinator in their absence due to annual leave or sickness absence.
Ensure appropriate follow up appointments are booked.
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 and Patients Missing Follow Up List is updated.
Act as the first point of contact for patients coming into the department.
Provide a full reception service, including checking patients in and out of appointments, printing wrist band and checking PPID. Answering patient and staff queries and direct within the department as may be required.
Admit and discharge patients to the ward, as required.
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.
As required by the Ward, ensure that notes and paperwork are available for elective and emergency admissions. Liaise with the ward nursing staff to support as may be required on a day to day basis.
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.
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 RTI target 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.
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.
Patient Tracking
To understand 18 weeks referral to treatment (RTT) rules and use them in conjunction with the OUH Elective Access Policy to proactively manage all elective patient pathways.
Book outpatient appointments, inpatient and day case procedures in clinical priority and breach date order, whilst monitoring the PTLs 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.
To be responsible for maximising outpatient and theatre/ day case capacity (i.e., theatre utilisation) and identify and escalate any issues to the Patient Access Team Leader which compromise delivery of the 18-week RTT and cancer pathways.
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.
Co-ordinate appointments and procedures at other hospitals and organisations, where the pathway requires input from these.
Inpatient/Day Case Pathway
Support the Patient Pathway Coordinators as directed, with the following tasks:
1. Add to the EPR inpatient/ day case waiting lists patients requiring admission.
2. Process inpatient / day case admissions on EPR, where appropriate having agreed a TCI with the patient, in line with local booking procedures.
3. Book pre-operative assessment appointments or liaise with the centralised Pre Operative Assessment Service for patients requiring an inpatient/ day case procedure.
4. In line with service protocols communicate basic clinical information to patients relating to their procedures and treatments, ensuring appropriate distribution of patient information booklets.
5. Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule patient procedures in line with agreed local processes.
6. On an as and when required basis, liaise with theatres to ensure that specialist equipment is available where needed and theatre slots are utilised appropriately. Ensure ward, surgery areas and clinical teams are aware of patients who have been booked in for surgery and any specialist requirements for the admission.
7. On an as and when required basis, inform, and liaise with the Clinical Site Management Team and Clinical Team that ITU/HDU beds have been booked for elective patients where needed.
Person Specification
Qualifications
* Good general level of education (minimum of 5 GCSE or equivalent grades A-C, including Maths and English)
* NVQ or National Apprenticeship in customer services or business administration
Experience
* Ability to work under pressure
* Able to work independently and as a team member
* Ability to prioritise
* Previous administrative experience
* Knowledge of medical terminology
* Previous experience of working with the general public
* Experience of effectively managing waiting lists
Personal Skills
* Excellent verbal and written communication skills
* Excellent telephone manner
* Ability to communicate with a wide range of people, including the general public and work colleagues at all levels
* Basic conflict resolution skills
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.
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