Overview
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 five 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. Flexible working options are available from the start of employment in line with service requirements.
We are looking for an enthusiastic and well-organised Pathway Co-ordinator to join our busy Rheumatology Department cross-site at Orpington Hospital and Queen Marybers Hospital. You will provide an effective administrative service within the Rheumatology team, dealing directly with Consultants, Clinical Nurse Specialists, Admin colleagues, and patients both in person and over the phone. The role includes effective management of the Early Inflammatory Arthritis pathway across both sites.
Main duties of the job
This post offers an excellent opportunity for an enthusiastic and conscientious individual to be a part of a busy team. The work involves providing a full administrative service to the Clinical teams including:
* Managing the Early Inflammatory Arthritis pathway, managing outpatient appointments for patients, dealing with referrals/EPIC work queues, validating patients on the Patient Tracking List (PTL) and handling day-to-day administrative duties.
* Booking outpatient appointments within the Epic system and on associated diagnostic booking systems.
* Carrying out reminder calls to patients and rearranging appointments where necessary to prevent non-attendance.
* Ensuring outpatient waiting times across specialties are monitored in line with performance targets.
* Checking that patients are accurately placed on the waiting list on Epic and that orders lists are reviewed daily to ensure appointments are made within required timescales, escalating where needed.
* Collating required patient information at the request of clinical teams and sending correspondence to patients, GPs, or others involved in care in a timely manner.
* Providing general administrative support to the department and ensuring day-to-day office duties are completed efficiently.
The successful candidate will ideally have experience of administrative duties in an NHS or private hospital setting, with excellent communication and organisational skills and the ability to work well in a team. Multitasking, strong administration abilities and the ability to prioritise workloads are essential. Proficiency with IT packages, a good telephone manner, and the ability to take clear messages are required. A willingness to learn and develop skills will be positively encouraged. You will become part of an enthusiastic team and play an instrumental part in the smooth running of the department.
Please note this job role is cross-site at Orpington and Queen Maryc/s Hospital.
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, with 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 administration team, patients and their families, visitors or carers, in line with the Trust’s values.
* Manage and answer telephone queries related to the service in a courteous and prompt manner, taking messages and passing on information to patients.
* Resolve simple queries, using judgement to determine when to pass the caller to a member of the clinical team.
* Act as a point of contact for the department, dealing with queries from stakeholders and passing on relevant information to appropriate team members.
* Receive and respond to e-mail queries, monitor and triage email and patient text reminders, and manage the generic inboxes or third-party systems. Manage physical post as required.
* Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
Pathway Administration
* Responsible for booking patients a0appointments throughout their pathway via work queues, checking outcomes and validating the PTL.
* Manage Early Inflammatory pathway, tracking patients, ensuring diagnostics and appointments are booked in a timely manner, escalating concerns as required.
* Conduct reminder calls to patients; rearrange appointments to prevent non-attendance.
* Ensure outpatient waiting times across specialties are monitored in line with performance targets.
* Check that patients are accurately placed on the waiting list in Epic; access appointment booking systems for diagnostics and outcomes.
* Check orders list in Epic daily to ensure appointments are made within required timescales; escalate when needed.
* Send correspondence to patients, GPs, or other involved parties in a timely manner.
* Book outpatient appointments within Epic.
* Collate required patient information at the request of clinical teams.
Data and Systems responsibilities
* Input and access information on Epic as required; use Epic to an advanced level and accurately input/edit data.
* Record and capture patient information in line with Standard Operating Procedures.
* Ensure patient demographics are correct by checking with the patient at every encounter, highlight duplicates and escalate as needed.
* Support patients to successfully register on MyChart App and signpost to Helpdesk for issues.
General responsibilities
* Carry out general office duties (photocopying, scanning, filing).
* Handle incoming and outgoing mail in a timely manner.
* Adhere to office protocols (telephone answering times, voicemail or mailbox cover).
* Work flexibly to cover all administrative areas as requested; cover colleagues or periods of absence where appropriate and within capability.
* Assist volunteers in the department and contribute to induction for new staff.
Other
The job description is not exhaustive and duties may change with circumstances and after consultation with the post holder. You will be expected to participate in annual appraisals and have objectives set with your manager; performance will be monitored against set objectives.
Person specification
Application and Interview
* Excellent communication and interpersonal skills
* Ability to organise and prioritise own workload to meet deadlines/targets
* Competent use of IT systems – Excel, Word, and database input; Administrative experience
* Prior experience in healthcare administration, medical office, or scheduling roles
* Proficiency in Epic
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. You are advised to submit your application as early as possible to avoid disappointment.
King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications
King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a collaboration between King's College London and multiple NHS Trusts.
Employer certification / accreditation
The postholder will have access to vulnerable people and this post is subject to the Disclosure and Barring Service checks.
Name: Nicola Cihanyandi
Job title: Service Delivery Manager
Email: Nicola.cihanyandi@nhs.net
Telephone: 0203 910 7132
For further information, please contact Nicola Cihanyandi, Service Delivery Manager, Rheumatology & Respiratory, 0203 910 7132. Job description is available via NHS Jobs website. Only shortlisted candidates will be contacted.
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