Job Title: Patient Pathway Coordinator (4)
Trust Location: Oxford University Hospitals NHS Foundation Trust
Location: Womens Centre, John Radcliffe Hospital, Headley Way, Headington, Oxford, OX3 9DU
Hours: Mon-Fri 08:00-16:00 - 37.5 per week
Reference: 89618
What you ll be responsible for:
The post holder will be expected to provide cross cover the Gynaeoclogy Administrative team as directed by the Team leader on a day-to-day basis according to service need.
Patient administration underpins the patient journey and supports clinical teams in delivering high
quality patient care and can make a real difference to the patient experience. Effective and efficient
patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.
The post holder has responsibility for the provision of a professional comprehensive and efficient
administrative service, which is effectively delivered to all patients and members of the Department.
This will be through the delivery of a comprehensive administrative service to a specialty team. This
will involve providing a full administration service to the consultant team and taking responsibility for managing the whole patient pathway in line with the Elective Access policy and Cancer waiting time targets.
Main Tasks and Responsibilities
Outpatient Pathway
• Administer all new referrals received via the E referral service, ensuring all are electronically triaged by the appropriate clinical staff member and action as required.
• Process and log all non-Choose and Book referrals on EPR, including registering new patients in addition to updating existing patient details.
• Book new and follow-up outpatient and diagnostic appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the correct clinic to ensure that they are seen by the most appropriate clinician.
• Reschedule outpatient appointments as a result of patients calling the service, in line with the 18-week RTT / cancer / screening targets and agreed local processes in respect to patient cancellations.
• Actively review patient DNAs, liaising with the appropriate clinical staff and
reschedule patient appointments in line with agreed local processes.
• As required, complete clinic cancellation forms and ensure appropriately authorised
(minimum 6 weeks' notice required) before processing the clinic cancellation on EPR and rescheduling of patient appointments.
• Adding additional clinic capacity on EPR as directed by management, to include the use of adding appointment slots on EPR that can be booked via Choose and Book.
• To be responsible for actively managing the OP PTL and Incomplete lists.
Administration
• Provide primary administrative support to the consultants and clinicans, including booking follow up appointments, correspondence support and other administrative duties as required.
• With the support of the Assistant Patient Pathway Coordinators, ensure the efficient
administration of the service.
• Ensure appropriate follow up appointments are booked and escalate to Team Leader and consultant if patient cannot be booked within required time scales
• Use of the digital transcription system to produce clinical correspondence to inform
referrers, patients, and other relevant parties of patient pathway progress. In doing so,
produce correspondence that is of high quality and conforms to the national target of 7 days from the point of clinical delivery / decision.
• Open and prioritise incoming post, ensuring supporting information is available when
appropriate and taking responsibility for taking action on urgent items in the absence of the clinician / Patient Pathway Coordinator.
• Respond to telephone queries coming into the department, taking clear messages to pass to relevant staff to ensure requests are actioned promptly.
• Using Scan IT ensure that electronic health records filing is maintained at an extremely high
standard, with timely scanning of paper records on to EPR as required.
• Ensure accurate filing of paper notes and records is maintained as required.
• Follow the tracking procedure for the movement of all patient notes (Case Note Tracking).
• On an as and when required basis, update patient details on EPR to include ensuring patients that require discharge are processed accordingly.
• Actively use and manage the work lists in Revenue Cycle to manage Patients Missing Follow Up and Deferred patient lists
• Act as the first point of contact for patients coming into the department.
• Ensure there is adequate cover on the reception desks and ward as required
• If required, admit and discharge patients to the ward.
• Act upon queries from referrers, patients, and other relevant parties in liaison with clinical staff. Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic medical procedures and terminology.
• Book interpreters for patients prior to appointments and admissions as and when
required.
• Book transport for patients who require it, in line with local processes and CCG
guidelines.
• Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule
patient appointments in line with agreed local processes.
• Adding additional list capacity on EPR as directed by management.
• Book patients as required.
Learning, Respect, Delivery, Excellence, Compassion, Improvement
Pathway Tracking
• To have an excellent working knowledge of the 18 weeks referral to treatment (RTT)
rules / Cancer waiting targets / Screening wait times, as required for the job, and use
them in conjunction with the OUH Elective Access Policy to proactively manage all
patient pathways.
• Undertake validation of the 18 week RTT PTLs and contribute to the validation of the
cancer PTL where appropriate. Investigate and take appropriate action where pathways
are incomplete to ensure that patients are treated in clinical priority and breach date
order and that reporting on performance and waiting times is robust.
• Escalate pathway issues if required to the Patient Pathway Team Leader and Patient
Pathway Manager.
• Book in clinical priority and breach date order, whilst monitoring the 18 week / Cancer
PTLs or screening list to ensure any late additions are identified and processed
appropriately. In doing so, take the necessary steps to avoid target breaches and resolve any issues i.e. 28 day theatre cancellations.
• Recognise when patients are on cancer care pathways and proactively link with the MDT Coordinator and MDT Tracker to ensure these patients are actively managed through their diagnosis and treatment.
• Ensure Trust systems are updated with patient pathway status information and that data quality is maintained.
• Liaise with internal and external colleagues to share patient pathway information and
diagnostic information, and expedite patient journeys where needed.
• Ensure inter-provider transfers are timely and that the appropriate paperwork has been completed and sent or received.
• Liaise with clinical coders to ensure patient notes are available so that all patient
episodes are coded accurately and promptly.
• Co-ordinate appointments and procedures at others hospitals and organisations, where the pathway requires input from these.
• Ensure accurate information is added to EPR / Infoflex and other internal and external IT systems and databases, as required.
• Liaise with external commissioners if required
Patient Pathway
• Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule
patient appointments in line with agreed local processes.
• Raising clinic capacity issue to management via the Patient Pathway Team Leader and Patient Pathway Manager.
• Adding additional list capacity on EPR as directed by management.
• Book patients as required.
General
• Demonstrate high levels of customer care and be an ambassador for customer care
within the Trust.
• Provide a robust administration function that underpins the delivery of a high quality
service and maintain effective working relationships with clinical, nursing and
administrative staff.
• Answer all telephone calls in a timely manner and action as appropriate.
• Maintain patient confidentiality at all times.
• Be flexible in your approach to work, such as covering other job roles at an appropriate
grade or site, and to include varying working hours to ensure the service maintains a
minimum level of cover during its core hours of 08:00 to 17:00.
• Retrieve notes and ensure all patient information is available in a timely manner for all
appropriate outpatient appointments, diagnostic appointments and inpatient / daycase
procedures, checking demographics at every stage and locating lost notes where
appropriate.
• Support the Team Leader, Patient Pathway Manager and Service Manager in the
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