Assistant Patient Pathway Coordinator (CAT 7)
Assistant Patient Pathway Coordinator for the CAT 7 Community Paediatrics Admin Team.
Full time hours: 4 days 08:00-16:00 and one late shift 08:00 - 17:00
The job description outlines the planned duties and responsibilities of the post and will be reviewed periodically with the post holder.
The post holder will be the point of contact for all administrative issues relating to patients' pathway of care, working as part of a multi‑disciplinary team to support the proactive management of the patient pathway from referral to discharge, ensuring a smooth process. The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer‑focused, knowledgeable point of contact.
Responsibilities
Process and log all referrals, those sent from GP and received through the E‑Triage app and internally, in line with Trust Access & Administration Process Policy and specialty SOPs.
Schedule new appointments, ensuring proactive and efficient use of capacity. Book patients into the right clinic to ensure they are seen by the most appropriate clinician first time.
Ensure required diagnostics and investigations are requested and results are available for consultations, including those carried out at other Trusts.
Coordinate appointments and procedures at other hospitals and organisations where needed in the pathway.
Complete clinic cancellation forms and process according to SOP; reschedule outpatient clinics to meet waiting‑time targets.
Use the Trust’s medical transcription system and ensure letters are processed in accordance with SOPs.
Liaise with patient records staff, clinical colleagues, other admin teams and external organisations to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultations.
Recognise cancer‑pathway patients and liaise with Cancer Services MDT coordinators to ensure proper handover.
Use Trust IT systems and databases to record relevant information accurately.
Investigate patient DNA cases and communicate results to consultants and the Patient Pathway Coordinator as appropriate.
Manage cancellations and communicate details to clinicians, ensuring all information is available.
Track healthcare records to correct location, handle post according to SOP, and undertake general typing duties.
Provide cross‑cover within the admin team and the reception area.
Demonstrate high levels of customer care and act as an ambassador for customer care within the Trust.
Serve as friendly, sensitive and accessible focus for patient and carer communication, ensuring appointments and admission dates can be agreed.
Serve as the communication hub for the clinical team, other PPCs, GPs, patients and their relatives, and internal and external organisations.
Promptly answer telephone enquiries, taking and relaying messages politely and helpfully, and taking action as appropriate.
Ensure interpreters are available when required for patient consultations.
Inform transport department of patients who need transport following Trust protocols.
Send written confirmation of appointments and admissions to all patients and support the team in producing timely written and verbal communication with patients, clinicians, nursing staff and management.
Ensure all distributed information is accurate and up to date. Attend clinics where appropriate to coordinate the patient pathway. Manage health records security & management: track movements, annotate where applicable, store and process in accordance with Trust guidelines and Information Governance standards; request records via E‑PR as needed.
Qualifications
* NVQ Level 3 in Business Administration/Customer Care or equivalent experience, GCSE or equivalent.
Experience
* Administrative/Customer Care experience.
* Experience using full range of IT systems, including accurate data entry, typing and checking skills.
* Ability to use judgment to resolve problems and queries competently, including sensitive and confidential cases.
* Experience working in a healthcare setting or good customer care experience.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check as part of the recruitment process.
Address
Royal Berkshire Hospital, Dingley Child Development Centre
Erlegh House, Earley Gate, Whiteknights Road
#J-18808-Ljbffr