Job summary Patient Pathway Team Leader (Band 5) Croydon University Hospital has an exciting role in POD 2 managing the Cardiology service. The post holder will oversee the day to day operational management for each of these services. The POD are a point of contact for all administrative issues relating to patients' pathway of care. The post holder will work as part of a multi-disciplinary team and will provide expertise in the proactive management of the Cardiology Rota, ensuring the entire pathway is managed smoothly. Interview Date TBC Main duties of the job The Patient Pathway Team Leader will provide senior support and expert knowledge to the team of patient pathway coordinators within the Point of Delivery team (POD), as well as other administrative staff within the POD. The team leader will oversee all administrative and clerical process to enable a high quality, effective, patient focused service to be delivered. The post holder will ensure that standard operating procedures are followed, ensuring achievement of all performance targets. The team leader will be responsible for providing regular updates on performance and the escalation of issues which hinder the delivery of a smooth patient pathway to the Operations Manager. About us Croydon Health Services NHS Trust provide hospital and community services from a number of community and specialist clinics throughout Croydon. The Trust was formed on 1st August 2010 through the integration of Croydon Community Health Services and Mayday Healthcare NHS Trust. Around 4,100 staff provide services for a population of over 360,000 people who are relatively young with a high level of ethnic diversity. Our main hospital site, Croydon University Hospital is one of the busiest in London. We're also leading the way in providing more healthcare outside hospitals at clinics, specialist centres and in people's homes. Our experienced district nursing teams, Allied Health Professionals and community matrons look after people of all ages across Croydon. Across the NHS everyone is working hard to meet growing demand and we're no exception. But with the right people on board, we are rising to this challenge, putting our people in the driving seat, encouraging innovation and transforming our services to give local people the quality of care they deserve. Croydon Health Services puts a great deal of importance on education and training throughout the careers of all of our staff. If you want the opportunity to have a real impact, challenge yourself and be part of an NHS Trust that's making a real difference then a career at Croydon Health Services could be just what you're looking for. Date posted 21 January 2025 Pay scheme Agenda for change Band Band 5 Salary £34,521 to £41,956 a year per annum incl. HCAS (Outer) Contract Permanent Working pattern Full-time Reference number 199-NN-6911276-NP Job locations Croydon University Hospital 530 London Road Croydon CR7 7YE Job description Job responsibilities Please see the attached supporting document which contains more information about the role in job description and person specification Job description Job responsibilities Please see the attached supporting document which contains more information about the role in job description and person specification Person Specification Qualifications & Training Essential Educated to degree or equivalent experience/qualification Evidence of ongoing continuous personal development and training Computer Literacy course Desirable Management qualification or relevant experience Project Management skills Budget holding experience Experience & Knowledge Essential Experience of using full range of IT systems and patient data systems (including excellent understanding of MS Office packages) Through knowledge of healthcare administrative systems and processes Experience of managing staff Experience of working with patients and providing information regarding their appointments Experience of managing patient complaints Office management experience including conducting staff appraisals and setting objectives in line with trust objectives and PDP's Knowledge of specialty POD patient pathways/trouble shooting Electronic Patient Records (EPR) issues In depth understanding of medical terminology appropriate to specialism including specialty specific patient pathways Experience of customer service in a multi cultural environment Knowledge and understanding of the importance of equal opportunities Demonstrates understanding of importance of maintaining privacy and dignity Experience of prioritizing own workload in a highly pressurized working environment Experience of serving on taskforces and / or committees Understanding of current health service sector issues Desirable Knowledge of financial / business analysis techniques Personal Qualities Essential Ability to build and maintain strong relationships with colleagues at all levels making a positive contribution to effective multi-disciplinary team working Excellent understanding of patient priorities and performance targets related to appointments and waiting times Excellent interpersonal skills with the ability to communicate effectively with people at all levels Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature Ability to initiate and co-ordinate change to own working practices whilst contributing to service improvements Advanced use of electronic Patient Administration Systems with the ability to interrogate the system Skilled in the use of IT/patient data systems e.g. Cerner, TARN Sets high standards of communication and customer care for self and others with the ability to adapt communication style as required The ability to respond in a flexible manner to competing demands of the service, teams and individual workload To be able to use influencing skills to facilitate and maintain change whilst supporting others in their work Effective time management skills in order to prioritise workload of self and others Effective delegation skills ensuring others follow instructions; adhere to organisational policies, protocols and procedures Training, coaching and mentoring skills Ability to manage in a 360 degree manner providing assurance and administrative success Ability to utilise appropriate assertiveness skills (including conflict resolution) whilst acting with integrity at all times Skills in program planning and implementation. Ability to make administrative/procedural decisions Ability to act independently within occupational guidelines Able to demonstrate clear leadership ensuring teams work to tight deadlines whilst maintaining a professional attitude Person Specification Qualifications & Training Essential Educated to degree or equivalent experience/qualification Evidence of ongoing continuous personal development and training Computer Literacy course Desirable Management qualification or relevant experience Project Management skills Budget holding experience Experience & Knowledge Essential Experience of using full range of IT systems and patient data systems (including excellent understanding of MS Office packages) Through knowledge of healthcare administrative systems and processes Experience of managing staff Experience of working with patients and providing information regarding their appointments Experience of managing patient complaints Office management experience including conducting staff appraisals and setting objectives in line with trust objectives and PDP's Knowledge of specialty POD patient pathways/trouble shooting Electronic Patient Records (EPR) issues In depth understanding of medical terminology appropriate to specialism including specialty specific patient pathways Experience of customer service in a multi cultural environment Knowledge and understanding of the importance of equal opportunities Demonstrates understanding of importance of maintaining privacy and dignity Experience of prioritizing own workload in a highly pressurized working environment Experience of serving on taskforces and / or committees Understanding of current health service sector issues Desirable Knowledge of financial / business analysis techniques Personal Qualities Essential Ability to build and maintain strong relationships with colleagues at all levels making a positive contribution to effective multi-disciplinary team working Excellent understanding of patient priorities and performance targets related to appointments and waiting times Excellent interpersonal skills with the ability to communicate effectively with people at all levels Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature Ability to initiate and co-ordinate change to own working practices whilst contributing to service improvements Advanced use of electronic Patient Administration Systems with the ability to interrogate the system Skilled in the use of IT/patient data systems e.g. Cerner, TARN Sets high standards of communication and customer care for self and others with the ability to adapt communication style as required The ability to respond in a flexible manner to competing demands of the service, teams and individual workload To be able to use influencing skills to facilitate and maintain change whilst supporting others in their work Effective time management skills in order to prioritise workload of self and others Effective delegation skills ensuring others follow instructions; adhere to organisational policies, protocols and procedures Training, coaching and mentoring skills Ability to manage in a 360 degree manner providing assurance and administrative success Ability to utilise appropriate assertiveness skills (including conflict resolution) whilst acting with integrity at all times Skills in program planning and implementation. Ability to make administrative/procedural decisions Ability to act independently within occupational guidelines Able to demonstrate clear leadership ensuring teams work to tight deadlines whilst maintaining a professional attitude 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. Employer details Employer name Croydon Health Services NHS Trust Address Croydon University Hospital 530 London Road Croydon CR7 7YE Employer's website https://www.croydonhealthservices.nhs.uk/recruitment/ (Opens in a new tab)