Job overview
In summary the post holder will support the provision of the highest quality patient care through dedicated administrative and clerical support and continuous improvement. Based in a team of Performance Coordinators, the post holder will be responsible for accurately tracking a cohort of patients and in conjunction with various admin teams supporting them from referral to treatment &/or discharge. The postholder will provide a patient focused service that supports clinical staff in the provision of efficient integrated pathways that enable the best use of resources and ensure that patients are fit, willing and able to be treated and that they are treated in the right place, by the right person, at the right time. The post holder will ensure high levels of patient care and will ensure clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact.
Main duties of the job
·To work as part of a clinical team ensuring that patients are admitted efficiently for outpatient appointments, pre-admission appointments, investigative treatments, diagnostic procedures and inpatient and day case operations within national guidelines and in accordance with the trust’s Patients Access, Booking and Choice Policy. This includes: NHS Constitution, waiting time standards; Department of Health admission guidelines and booking rules. Ensure that patients are informed with reasonable notice, and that all relevant paper work is completed for given appointment. This includes ensuring that all elective attendances/admissions are promptly and accurately recorded on the appropriate PAS system(s) including Choose and Book within one working day of receipt/decision to treat.
·To help schedule patients in accordance with principles and target waiting times as set out in the NHS Constitution and Health and Social Care Bill 2011 (e.g. 18 Week Referral to Treatment, Going Further on Cancer Waits etc.), expediting patient pathways where necessary. Ensure cancellations are rescheduled and recorded in accordance with Trust policy.
·To provide administrative support to consultant/clinical teams and ensure consultants’ timetables, outpatient clinics and operating/treatment sessions are fully and appropriately utilised. Attend regular meetings with clinical directorates /departments and/or general managers as required for efficient processes.
Working for our organisation
Based in a team of Performance Coordinators, the post holder will be responsible for accurately tracking a cohort of patients and in conjunction with various admin teams supporting them from referral to treatment &/or discharge.
Detailed job description and main responsibilities
·To work as part of a multi-disciplinary clinical team maintaining efficient systems and processes relating to patient attendances and admissions. This includes maintaining accurate computerised and manual records, inputting registration and waiting list data onto the trust’s computer systems and ensuring that all patient records are kept up to date with any details relevant to the patient’s attendance and/or admission.
·To maintain a Patient Tracking List accurately and work with Divisional teams to ensure patient are seen in accordance with Trust Access Policy.
·Contribute to quality and cost improvement/ CQUIN initiatives to improve services.
·Ensure that all patients are scheduled in accordance with outpatient, diagnostic and inpatient/day case waiting time targets and that attendance/admissions information is accurately recorded on all appropriate databases, including, but not limited to, iClip, LUNA, iCM, Soliton etc.
·To maintain an efficient system for the tracking of healthcare records and X-rays. This includes ensuring patients’ records are available to clinical staff as required in adherence with the Trust Medical Records Policy. This may include receiving discharge summaries, histology reports etc. and preparing them and patients’ records for review by clinicians. The postholder will keep the computer tracking system updated, ensuring that any medical notes in your possession are kept in numerical or alphabetical order and that they are kept in a non-public area and that all patient documentation is filled in patients’ notes &/or transferred to appropriate ward, medical records &/or other departments as required
·To liaise with Clinical Coding Department to ensure that medical records are accurately and promptly coded following all admissions.
·To liaise with partner organisations to assist facilitate the treatment of patients. This includes liaison with primary, secondary and tertiary care providers. Ensure that comprehensive demographic and waiting list information is recorded &/or provided at the point of receipt of referral or transfer to the partner organisation to warrant that patients are treated in accordance with elective waiting time standards.
·To liaise with Cancer Services MDT Coordinator(s) to ensure that all patients with suspected/confirmed malignancy are treated in accordance with Improving Outcomes: A Strategy for Cancer/Cancer Reform Strategy.
·Liaise with clinical/diagnostic teams to ensure that all diagnostic appointments are booked within an appropriate timescale and results are available.
·Promptly answer telephone enquiries, taking and relaying messages in a polite and helpful manner, taking action as appropriate.
·Provide cover for colleagues across the specialty/clinical directorate during periods of planned annual leave and sickness
·To undertake additional administrative tasks and responsibilities within the specialty/clinical directorate as required.
·Adhere to all Trust policies including Infection Control, Hygiene Code, Data Protection Act, and Uniform Policy, taking appropriate account of patients’ rights and diversity and ensuring fair access to services.
·Monitor and request stationary in line with local procedures.
Person specification
Knowledge
Essential criteria
1. Computer literate, with experience of using a keyboard
2. Knowledge of NHS service provision including the pathway of care
3. Knowledge of healthcare administrative systems and processes
4. Understanding of medical terminology
5. Knowledge of databases, spreadsheets e.g. PAS, Excel or similar applications
6. A thorough knowledge of the 18 week referral to treatment pathways and policies
Skills
Essential criteria
7. Experience dealing with customer complaints and customer care.
8. The ability to prioritise tasks effectively without direct supervision.
9. Excellent ability to use patient management systems in the validation of waiting lists
Experience
Essential criteria
10. Experience of using a full range of IT/Patient administration systems
11. Experience of patient administration work in a healthcare setting
12. Experience of performance validation
Desirable criteria
13. Experience working in a similar role in a hospital/health care setting
Qualifications
Essential criteria
14. Good general education with GCSE or equivalent in English at grade C or above
Desirable criteria
15. NVQ level 3 in Business Administration or Customer Care of equivalent.
Your recruitment team
The NHS South West London Recruitment Hub is your dedicated recruitment team, here to support you at every stage of the process. If you have a query, please contact us:
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Your application
Please ensure your supporting statement clearly reflects the job description and person specification, as shortlisting will be based on these criteria.
Please refer to the latest UKVI guidance and ensure you have the appropriate right to work before applying for this role.
Use of Artificial Intelligence
We kindly ask that you avoid using AI tools to draft your application. We value authentic, individual responses that reflect your own experience and communication style.
References
Please provide a minimum of 3 years’ employment and/or education history, including professional email addresses (not personal accounts such as Hotmail or Gmail). If you cannot provide these, please inform the interview panel to avoid delays in pre-employment checks.
Closing date
To help us manage recruitment efficiently, some vacancies may close early once we have received a sufficient number of applications.
Shortlisting
If you are successfully shortlisted, you will be contacted by email or SMS from the South West London Recruitment Hub. Please check your registered TRAC email regularly.
Application feedback
If you do not hear from us within four weeks of the closing date, please assume your application has not been successful on this occasion.
Safeguarding and DBS Checks
We are committed to safeguarding children and vulnerable adults. For roles with direct access to these groups, an Enhanced Disclosure and Barring Service (DBS) check will be required. All staff are expected to understand and uphold their safeguarding responsibilities as part of their role.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
This vacancy may have an application cap, so please apply promptly to avoid disappointment. Ensure your supporting statement clearly shows how you meet the job specifications.
Documents to download
Further details / informal visits contact
NameRhys JonesJob titlePerformance ManagerEmail addressTelephone number07738 106565