Independent Health Group have an exciting opportunity for a Patient Pathway Coordinator to join our admin team at our head office in Peasedown St. John, Bath.
This role is a full time vacancy, 37.5 Hours, between Monday and Friday, with flexible working patterns possible.
We offer a competitive salary, 33 days annual leave including bank holidays with the ability to purchase further holiday. We also offer an extra day off for your birthday and a 5% discretionary annual bonus!
Please note, we are unable to sponsor working VISAs at this time, therefore, all applicants must have the right to work in the UK.
Main duties of the job
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.
Job responsibilities
Management of Appointment System:
1. Provide first response to patient enquiries in a timely manner via phone, email or text messaging.
2. 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.
3. Liaise with theatre practitioners, clinicians, other members of staff, GP Practices and other external organisations to provide a first-class service to our patients.
4. Plan/schedule clinics and surgical lists to meet the business requirements under the direction of the Patient Admin Supervisors.
5. Maintain quality targets regarding patient waiting times.
Management of the Patient Medical Record:
1. Ensure patient records are well maintained and information recorded accurately and updated with most up to date contact information.
2. Ensure all correspondence, reports, and test results are actioned accordingly and scanned into the patient record in an efficient and timely manner.
Specific Tasks:
1. 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.
2. To support other team members by performing peer reviews to ensure competencies remain high.
3. Undertake quality audits on patient administration and records.
4. Support the Patient Admin Supervisors 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.
5. 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 Admin Supervisors and escalating any issues/challenges when necessary.
6. 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.
7. Booking and rebooking clinic/surgical appointments including printing and sending out appointment confirmation letters.
8. Booking surgical/follow up appointments within national and local KPIs whilst managing patient expectations around choice.
9. 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.
10. Management of the onward referral process according to each specific specialty and CCG ensuring accuracy and quality.
11. Production, checking and sending of electronic discharge summaries to GPs within 24 hours via SystmOne or NHS email.
12. Production, checking and sending of clinic letters to referrers & patients via SystmOne, secure email or post within contractual CCG KPIs ensuring quality and accuracy.
13. Management of the patient pathway through the Prior Approval process in line with CCG policies and escalating issues, as necessary.
14. Follow standard operating procedures for efficient management of the Patient Administration System (PAS) SystmOne within departmental KPIs.
15. Carry out other administrative duties commensurate with the role.
16. Maintaining and management of all waiting/task lists within SystmOne ensuring the patient moves through their pathway efficiently and within departmental KPIs timeframes.
Person Specification
Knowledge and Skills
1. Effective written and verbal skills
2. Excellent interpersonal skills, including a friendly approachable telephone manner
3. Well organised. Able to manage multiple tasks and deliver to deadlines
4. A team player
5. Diligent with excellent attention to detail
6. Ability to touch type
Qualifications
1. Good general education to GCSE or equivalent level, including passes in Mathematics and English
2. Evidence of further education or study
3. Respects confidentiality
4. Self-assured and uses initiative on a daily basis
5. Calm under pressure
6. Flexible and able to adapt to regular change in processes
Experience
1. Experience of working in a similar customer service role, dealing with the public over the telephone.
2. Broad administration experience including maintaining records, preparing correspondence, handling enquiries
3. Experience in working with various IT systems
4. Experience of working in the health or care sector
£23,979.90 a year + 5% Discretionary Annual Bonus
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