QM Patient Pathway Administrator in City of London

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley. We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

An exciting opportunity has arisen to join our administrative team as a Patient Administrator. The Patient Administrator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service. It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate. This is an excellent opportunity to develop existing healthcare administrative skills in a demanding and varied, but rewarding role in a busy and challenging environment and we require a proactive and confident person to fill the post. Excellent communication, organisation and prioritisation skills are also essential, along with proven hospital administration experience.

Main duties of the job

• The role will mainly incorporate the booking of patients throughout their patient pathway as well as general administration type functions.
• Carry out general office duties such as photocopying, scanning and filing.
• Handle incoming and outgoing mail in a timely manner.
• Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.
• Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor.
• Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.
• Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
• Assist volunteers in the department.
• Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.
• Where required take minutes and action notes of meetings.

Furthermore the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group and elevate capacity constraints or concerns within a patient’s pathway.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level. We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people. King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, inline with the Trust’s values.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
• Resolve simple queries, using judgement to determine when to pass the caller onto a member of the clinical team.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
• Receive and respond to patient e‑mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In‑Basket’.
• Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
• Send no contact letters, adhoc letters completed by the consultant which are generated to insurance companies etc., which are a to whom it may concern.
• PTL monitoring/updating/escalating where patient pathway issues are identified if not within their scope to resolve.
• Responsible for booking of patient’s appointments, diagnostics and patient stays, throughout their patient pathway.
• Correspond with patients, practices and internal staff.
• Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non‑attendances.
• Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and elevate issues identified to the appropriate team member.
• Responsible for accessing appointment booking systems for all routine pre‑operative assessments, diagnostics and their associated outcomes.
• Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.
• Send correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
• Process and register referrals, booking outpatient appointments within Epic.
• To book interpreters as required.
• Collect required patient information at the request of clinical teams.

Supporting clinical teams

• Manage virtual clinics, where applicable.
• Book patients inline with clinical diaries as per local processes.
• Attendance at meetings when required.
• Input and access information on Epic as required.
• Record and capture patient information appropriately and inline with Standard Operating Procedures.
• Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
• Support patients to successfully register on MyChart App, and sign‑post them to existing Helpdesk for issue.
• Support data quality workstreams and work‑queues where appropriate.

Person specification

Knowledge & experience

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
• Experience of working in an administrative environment.
• Prior experience in healthcare administration, medical office, or scheduling roles.
• Understanding of Patient Access Targets.
• Proficiency in Epic, Patient tracking lists and Work‑queues.
• Excellent communication and interpersonal skills.
• Attention to detail and strong organisational abilities.
• Ability to multitask and work in a fast‑paced healthcare environment.
• Clear & effective communication skills both written and verbal.
• Ability to deal with sensitive information with tact and diplomacy.
• Ability to work as part of a multidisciplinary team (Team Player).
• Ability to work independently, to manage and prioritise own workload.
• Flexibility to organise and respond quickly to changes.
• Strong computer skills, including familiarity with Microsoft Office Suite.

IMPORTANT

Check your email account regularly as this is how we will communicate with you. If you delete the job from any of your accounts, you may be prevented from accessing further communications. To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert. Please provide email addresses for referees where possible. Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy. All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role. Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.