Pathway Administrator in Oxford

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence, and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

We are seeking to appoint a Patient Pathway Administrator to join our Paediatric Rheumatology team at the Nuffield Orthopaedic Hospital. This post is crucial to the ongoing development of the services and would suit a candidate who has excellent organisational and communication skills. You will be expected to liaise with staff and colleagues at all levels. You should have the ability to prioritise and manage your own workload to tight deadlines. You will need to demonstrate initiative and flexibility in your approach and be able to work in a pressurised and busy environment. Knowledge of the Trust's Electronic Patient Record System (EPR) and knowledge of elective access standards would be an advantage but not essential as training will be given.

Main duties of the job:

• To attend to patients, colleagues and referrers to the service, both in person and on the telephone, promptly and courteously at all times and be a worthy front-line representative of the high quality service.
• To provide an efficient and effective clinical administration service to the department, consultants and designated medical staff.
• Be first point of contact for the consultants and clinical teams.
• Coordinate the workflows through the admin team to ensure consistency across the service.
• To work within an administrative team dedicated to quality and effective patient care and maintaining Trust policy on patient confidentiality.
• To work according to the administrative processes in place to support the delivery of Trust and national targets, especially with regards to the 18-week pathway.

Detailed job description and main responsibilities:

• Designated point of contact for the consultants and clinic teams.
• To have an overview of all workflows in the admin team and to be responsible for consistency across the service.
• To make sure robust processes are in place to provide an excellent cohesive service to both patients and colleagues.
• To work closely with each member of the admin team to understand their role and support them.
• Coordinate cover in times of leave and sick to ensure service continuity.
• To elevate potential issues to the Administration Manager.
• To deal proactively and efficiently with telephone enquiries from patients, carers, GPs and other service users professionally, ensuring, where possible, that the caller’s needs are met or they are transferred to the most appropriate person.
• To understand the patient pathway and be responsible for managing follow up appointments and any other administration to ensure that patients are tracked effectively through their 18-week pathway.
• To oversee the booking of clinic appointments for new patients through the Choose and Book directly bookable system, and liaise effectively with the Deputy Administration Manager with regards to capacity issues.
• To manage all correspondence, and to ensure that urgent matters are dealt with properly.
• Taking appropriate action and ensuring that any paperwork is scanned promptly onto the patients’ electronic notes and forwarded to the appropriate person electronically so they can respond accordingly.
• Deal with outgoing mail with due care and attention to patient confidentiality.
• To oversee the transcription of clinic letters, general correspondence, reports, etc. using the digital dictation system and ensuring that all clinic letters are checked, any errors rectified, and are printed and dispatched within identified deadlines.
• To ensure that all patient referrals received into the department are dealt with according to Trust processes, efficiently and effectively in a timely manner; that all details are registered and the referral letters are scanned promptly into the patients’ electronic notes.
• To regularly check future clinics, ensuring cover is agreed with the medical team, and under or overbooking issues are proactively dealt with.
• To obtain the necessary diagnostic tests/hospital notes needed for clinics, as required.
• To understand the complaints procedure and use initiative to resolve complaints from patients and other individuals as far as possible.
• Be able to understand when to elevate concerns and facilitate formal response by consultants.

Person specification:

• Good general level of education (e.g. 5 GCSEs/BTEC grade C or above or equivalent) including Maths & English.
• Relevant administrative experience with up to date experience of MS Office.
• Previous experience within NHS/public sector.

The COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. While COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated.

Please note, this vacancy may close early if a high volume of applications are received.

This post is subject to a 6 month probationary period.

When providing employment reference details please provide correct work related email addresses so references can be sought promptly when we are looking to progress your application.

Next Steps: Please make sure that you read the job description and person specification, and that your supporting statement reflects this as your application will be judged against these criteria.