Patient Pathway Coordinator - Neonates in London

Main area Paediatrics Patient Pathway Co-ordinator- Neonates Grade NHS Af C: Band 4 Contract Permanent Hours Part time - 30 hours per week (Monday - Friday) Job ref 213-Division-A-

Employer King's College Hospital NHS Foundation Trust Employer type NHS Site King's College Hospital NHS Foundation Trust Town Camberwell Salary £34,186 - £37,389 per annum, including high cost allowance, Pro Rata Salary period Yearly Closing 09/08/ :00

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£2.1 billion, 1.5 million patient contacts a year and more than 14,000 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 for a Patient Pathway Coordinator to join our Team.

We are a busy outpatient service in King's College Hospital dealing with outpatient clinics.

We are seeking self-motivated people, who are able to effectively manage their time and workload, to meet deadlines in a busy environment with competing demands on their time.

They should have excellent communication and customer service skills, IT experience and the ability to provide a high-quality and efficient service to outpatient users.

The successful applicant will possess excellent telephone and administrative skills.

Main duties of the job

The Patient Pathway Coordinator 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.

To monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies.

To identify from the tracking list the next steps in the patient care pathway in line with clinical need.

To ensure that pathways are actively managed and any appointments are made in line with the Trust’s Access Policy.

Furthermore, the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group.

Plus, identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.

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
• Communication and Patient Liaison

Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line 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 on to 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 more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
• Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.

PTL monitoring / updating to ensure RTT pathways are correct and Access Policy.

Plus proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers with any escalation of breaches as required.

• Responsible for booking of patient's appointments, diagnostics and inpatient stays, throughout their patient pathway.
• Corresponding with patients, practices and internal staff.
• Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
• Management of patient correspondence via text reminder services.
• Responsible for checking all patients are accurately placed on the waiting list on the Epic system.
• 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.
• Sending 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.
• Collate required patient information at the request of clinical teams.
• Supporting Clinical Teams

Management of clinical staff inboxes and flagging of high priority correspondence.

• Management of virtual clinics, where applicable.
• Monitoring of ‘In Basket’ function for internal correspondence.
• Monitoring relevant work queues relating to the service.
• Coordinating of clinic template amendment / cancellation forms.
• Clinical diary management for the purposes of arranging leave.
• Attendance at meetings when required.
• Supporting clinical teams on rota management where appropriate
• Data Management, Data Quality and Systems Responsibilities
• Input and access information on Epic as required.
• Ability to use Epic to an advanced level and accurately inputting data and editing entries as required.
• Record and capture patient information appropriately and in line 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.
• Supporting patients to successfully register on My Chart App, and signpost them to existing Helpdesk for issue.
• Supporting data quality workstreams and work-queues where appropriate.

Person specification

Education and training

• Educated to GCSE level or equivalent, with grade C or above in English and Maths

Skills and Experience

• Strong computer skills, including familiarity with Microsoft Office Suite.
• Excellent communication and interpersonal skills
• Prior experience in healthcare administration, medical office, or scheduling roles.
• Knowledge of RTT and Access Policy
• Proficiency in EPIC , Patient tracking lists and and workqueues
• 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.

AI tools like chatbots and virtual assistants can support you as you complete your application.

For example, they can check for spelling or grammar errors, or help you to decide what to include.

They shouldn’t however replace your own responses or be used to write the application for you.

Relying too much on AI can negatively impact your chances of success because automatically generated answers:

• might not be specific or relevant enough to address the criteria in the recruitment profile
• often seem generic and not personalised enough – an AI response won’t show your unique voice and perspective
• could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully.

You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications King's Health Partners Academic Health Science Centre Website King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Application numbers

Please note that the closing date is given as a guide. On occasions, we may close a vacancy early due to a high number of applications being received.

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