Patient Pathway Coordinator - Neurology Department in Epsom

At Epsom and St Helier Hospitals, we value respect. We put respect at the heart of all we do, by living up to our shared behaviours of kindness, professionalism, positivity and teamwork. This enables us to provide great patient care and make ESTH a great place to work.

The post holder will support the provision of the highest quality patient care through dedicated administrative and clerical support and continuous improvement. Based in a speciality clinical team, the post holder will be the point of contact for all administrative and clerical issues relating to patients’ pathway of care, tracking and supporting them from referral to treatment and/or discharge. The postholder will provide a patient focused service that supports clinical staff in the provision of efficient integrated pathways that enable the best use of resources and ensure that patients are fit, willing and able to be treated and that they are treated in the right place, by the right person, at the right time. The post holder will ensure high levels of patient care and will ensure clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact.

Main duties of the job:

• Schedule patients in accordance with principles and target waiting times as set out in the NHS Constitution and Health and Social Care Bill 2011 (e.g. 18 Week Referral to Treatment, National Cancer Waiting Times Guidance etc.), expediting patient pathways where necessary.
• Ensure cancellations are rescheduled and recorded in accordance with Trust policy.
• Provide administrative support to consultant/clinical teams including the management of clinician’s diaries/timetables.
• Ensure consultants’ timetables, outpatient clinics and operating/treatment sessions are fully and appropriately utilised.
• Attend regular meetings with consultant teams, MDT teams, clinical staff, clinical directorates/departments and/or general managers as required for efficient processes.
• Ensure that the information on referral letters, outpatient status forms and waiting list cards is recorded accurately and comprehensively on the Trust PAS system(s).
• Check patient identity details including all demographic information during patient encounters.
• Amend PAS letters and patient leaflets to ensure that information distributed to patients is accurate and current.

Qualifications:

• Good general education with GCSE or equivalent in English at grade C or above
• NVQ level 3 in Business Administration or Customer Care or equivalent
• ECDL

Experience:

• Experience of using a full range of IT/Patient administration systems
• Experience of patient administration work in a healthcare setting
• Experience working in a similar role in a hospital/health care setting

Skills and knowledge:

• Experience dealing with customer complaints and customer care
• The ability to prioritise tasks effectively without direct supervision
• Computer proficiency
• Knowledge of NHS service provision including the pathway of care
• Knowledge of healthcare administrative systems and processes
• Equality and diversity knowledge