An exciting opportunity has arisen in the Imaging department for a motivated, experienced and enthusiastic Band 4 Patient Pathway Coordinator.
The Patient Pathway Coordinator will be part of a dynamic admin team delivering exceptional customer service together with administration and reception services to the department.
This role is based at Royal Brompton hospital, Sydney street, London, SW3 6NP. The role is permanent, working shift patterns 09:00 - 17:00, 08:00 - 16:00, 12:00 - 20:00.
To work as part of the Diagnostic Centre admin team, based within the Imaging department, in the scheduling of appointments for both NHS and private patients for a wide range of diagnostic tests in accordance with waiting time guidelines.
To communicate directly with patients and members of staff at all levels.
To ensure accuracy of data and records and that confidentiality is maintained at all times.
To provide efficient and accurate administrative and clerical support to the clinical teams, with the effect that a quality service is maintained within the centre.
To maintain good working relationships with internal and external departments, dealing with all queries in a professional manner.
To abide by the Trust’s core behaviours for staff and all other Trust policies including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices and health and safety policies.
Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
Royal Brompton and Harefield hospitals make up the largest specialist heart and lung centre in the UK and are among the largest in Europe. We work from two main sites – Royal Brompton Hospital in Chelsea, West London, and Harefield Hospital, near Uxbridge.
Main tasks and responsibilities
Patient/customer care (both direct and indirect)
• To cross cover receptions and diagnostic centre areas.
• Greeting patients arriving for examinations, completing a three-point check with patients and providing them with appropriate paperwork for their appointment. Ensuring a high standard of customer service to all patients and visitors at all times
• To accurately co-ordinate and schedule appointments on our hospital systems ensuring to validate administrative pathways as required.
• To monitor and reschedule DNA appointments daily.
• To register new patients when necessary and assist with the transfer of images to and from outside organisations.
• To provide administrative support as required to the Diagnostic Centre teams.
• To assist private patients making payments when required and to receive and send relevant documentation/forms.
• To prepare appointment lists, ensuring that all the appropriate paperwork is available.
• To assist radiographers and radiologists with administrative matters when required.
• To assist with recording and collating data on a range of subjects within the department (e.g. waiting time audits).
• To checkwaiting areas are clean and tidy maintaining a safe and pleasant environment for patients, visitors.
• Any other duties that may become necessary following discussion with departmental managers.
Policy Development
• To be familiar with all Trust and Directorate policies and to abide by them.
Service Development
• To undertake and attend mandatory training and any other training deemed necessary by the departmental managers.
· To undertake relevant training for IT systems in place and under development.
Communication
• To liaise with wards, clinical teams, other departments, GPs and external hospitals.
• Manage inbound phone calls and email communication.
• To deal courteously, efficiently, competently, and confidentially with all enquiries, assessing priorities and initiating action as required.
• To attend relevant scheduling meetings and complete related actions.
• To be aware of the department’s aims and research capabilities, so patients can receive appropriate information.
• To respect the privacy and dignity of patients whilst carrying out duties.
• To send letters/reports to referring GPs/ hospitals.
• To be responsible for sending and collecting departmental post.
• To participate fully as a team member, sharing knowledge and information and supporting colleagues to promote a cohesive team and the achievement of team objectives as required.
Service Development
• To contribute ideas to help improve quality of patient care.
• Participate in relevant audit and quality improvement initiatives/data collection.
Resource Management
• To ensure stock levels of essential resources such as stationery, patient forms, etc are maintained.
• To ensure office and reception areas are user friendly and kept organised.
• To adhere to departmental and directorate procedures for the use of supplies and equipment to promote the effective and efficient use of resources in a timely and organised fashion.
• To be able to prioritise and organise workloads in order to meet set deadlines and targets.
Information management
• To use a range of Microsoft Office, Intranet and Hospital IT systems to enable efficient working.
• Maintain and update the computerised scheduling system and other IT systems, ensuring arrival/seen/non-attenders and cancellations are accurately updated.
• To be responsible for the accurate input of patient data, processing the radiology results and other relevant information into the Hospital Information Systems and patient case notes.
· To have an active e-mail account that can be used to convey and receive information to relevant colleagues.
· Participate in the collection of audit and research data.
Further sections
· To abide by the Trust’s core behaviours for staff and all other Trust policies including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety policies
Other duties
To undertake any other duties commensurate with the grade as requested.
This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the postholder.
This advert closes on Monday 3 Mar 2025