Job overview
We are recruiting a Patient Pathway Co-ordinator who will support consultants and patients in the delivery of their healthcare. The role focuses on facilitating a smooth patient journey for individuals under the care of the Diabetes and Endocrinology Team
Main duties of the job
The post holder will have a responsibility for supporting patients through their clinical pathway to ensure prompt treatment, no unnecessary delay and confusion, and to enable a positive and reassuring care experience.
The postholder will ensure that every effort is taken to the improve quality of communication and work proactively to improve access to information and respond to enquiries for all patients and staff members who use the service. The key functions of the post are ensuring high quality patient experience and assisting service development to maintain this.
The role requires close liaison with other managers and medical staff. The post holder will be expected to undertake clerical and administrative duties as part of the team where appropriate, ensuring the maintenance of basic and essential services are met.
The post holder will ensure the work of the team is carried out to the required high standards and will contribute to the continuous evaluation of systems to improve the service and to meet targets.
Working for our organisation
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Detailed job description and main responsibilities
General
Effective time management with appropriate planning and prioritisation.
To support organisation of the day to day running of the service, identifying resources needed.
To monitor and distribute the workloads of the staff within the team, ensuring that all staff have the appropriate workloads and take action as required.
To ensure that the Trust’s policies and procedures are followed within the department.
To support the development of Standard Operating Procedures (SOPs) for the local work area.
To identify and implement service improvements.
The post holder will be responsible for the day-to-day supervision and line management of the administrator roles within the team.
Responsible for sickness reporting and day to day management in line with Trust policy, taking action where necessary, undertaking 1st stage management of staff performance and escalating to manager where further intervention is required.
To attend all team/departmental meetings and take minutes/actions.
To be responsible for the ordering and monitoring of stationery and office equipment for the department.
Working from other sites within North Central London when necessary e.g. community sites
Providing cover for other specialties if needed.
Undertake any other duties commensurate with the grade as agreed and delegated by your manager.
Education and Training
Identify training needs taking responsibility for maintaining own professional development, continuously reflecting on monitoring, evaluating, and improving own professional performance.
Maintain accurate and contemporaneous records of attendance at training.
To be appraised annually as part of the Trust’s Individual Performance review and Personal Development Plan.
To undertake team training as identified and to demonstrate a commitment to the development of effective team working.
To undertake mandatory training within the Trust and any other training required in order to be able to carry out daily duties.
Assist in providing training and support for new and temporary members of staff.
To train administrator to understand MDT patient pathways, to gain knowledge of relevant clinical reports to access and add into medical notes and to learn overall post holders’ roles and responsibilities.
Communication
Build trust with patients to enhance their overall healthcare experience.
Communicate effectively with patients ensuring an individualised and equitable approach to all.
Maintain close links with multidisciplinary colleagues in primary, secondary, and social care to support early referral and enhance continuity of care for patients.
To ensure that any information is effectively disseminated to the necessary stakeholders, as directed.
Utilise interpreting services for patients with a language barrier.
Maintain accurate records regarding all patient contacts, including telephone consultations.
To contribute to a positive team attitude.
Ensure that confidentiality and adherence to the Data Protection Act in relation to own practice is maintained.
Data Management and Performance Monitoring
Support data collection to enable service evaluation, ensuring it is accurate and submitted in a timely manner.
Ensure effective and efficient use of resources.
To recommend service improvements and lead where directed in service development within the department.
Maintain and utilise department and Trust information systems currently in use and ensure the accuracy of information held on relevant computer systems.
Pathway Management and Co-ordination
To be the point of escalation for pathway issues within the team.
To raise urgent issues to a manager. To check future service needs and capacity to ensure any issues are managed well in advance of them becoming a problem.
Monitor clinic capacity and be proactive where capacity limitations threaten target compliance and in seeking ways to increase clinical capacity.
Update dashboards on a daily basis to ensure transparency of workload position, thus contributing towards continuity of service during times of absence.
To reduce or cap clinics to take into account clinical leave; to inform assistant service manager of future clinical leave to ensure that future clinics are cancelled or capped appropriately.
Assist in the review of clinic templates to take into account new clinicians joining the team or due to a change in clinic demand or capacity.
To liaise with other relevant professionals across primary, secondary, community and specialist care as necessary to
Person specification
Qualifications and Knowledge
Essential criteria
1. • Minimum of 5 GCSEs or equivalent including English and Mathematics
2. • Knowledge of full range of administrative and organisational policies and procedures acquired through training or equivalent experience to degree level.
Knowledge and Experience
Essential criteria
3. • Working in a busy office/ NHS environment
4. • Ability to work alone or part of a team.
5. • Ability to work to detailed deadlines.
6. • Handling sensitive and confidential information
7. • Knowledge and appreciation of equality and diversity issues
Desirable criteria
8. • Management experience
9. • Knowledge of medical terminology
Skills
Essential criteria
10. • Able to manage competing demands and priorities in a changing, complex environment and is personally resilient.
11. • Competent IT skills including Microsoft Office apps (Word, Outlook, Excel, PowerPoint)
12. • Excellent Team worker/builder
13. • Excellent organisational and prioritisation skills
14. • Minute Taking
Other
Essential criteria
15. • Ability to travel independently to all sites across NCL.
16. • A flexible approach to service delivery
17. • Displays a strong motivation and commitment to success.
18. • Treats all people equally and with respect
SAFEGUARDING CHILDREN AND ADULTS
To comply with the Trust’s Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:
19. Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
20. Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
21. Ensure you are familiar and comply with local protocols and systems for information sharing.
22. Know the appropriate contact numbers and required reporting lines.
23. Participate in required training and supervision.
24. Comply with required professional boundaries and codes of conduct
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.