Choose Well - Choose WWL
Job overview
An exciting opportunity has arisen for a Pathway Facilitator to join the Community Performance Team, this is a permanent full-time post (37.5 hours) working across Monday to Friday. We would also support a secondment to our team with consideration to job share.
We are looking to recruit an enthusiastic, well-motivated individual with great attention to detail and an interest in community services. As a valued member of our team, you will work in collaboration, benefitting from their expert guidance and a supportive environment. The team work across multiple services within the division, including management of waiting lists, clinical activity and monitoring of community access targets. Strong numeric, record-keeping, typing skills and effective communication are key attributes we seek.
The Pathway Facilitator will also support the team with the implementation and expansion of the Steps to Feeding Success private service delivered by the Community Children’s Therapy Team; this will include liaison with young people and their families, all members of the clinical team, and senior managers to support effective high-quality work.
When applying for this position, please refer to the person specification and demonstrate within your application form how you meet the criteria, providing examples where possible.
Please note this vacancy may close before the advertised closing date if a sufficient number of suitable applications are received. Previous applicants will not be considered.
Main duties of the job
The Pathway Facilitator will play a key role in supporting the specialist clinical pathway with demonstrable experience of working across community teams and expert knowledge of community specialisms. The post holder will be responsible for the provision of comprehensive support in collaboration with the clinical service; this will include liaison with all members of the team, patients and their families, divisional senior managers, performance team and administrative staff, to support delivery of an effective and high-quality pathway.
The post holder will be responsible for closely monitoring and tracking patients within the pathway. They will have an excellent knowledge of community service procedures and have an in-depth knowledge of how to collate, analyse and present information from a range of data sources using various computer packages and sourcing data from electronic systems. The post holder will have excellent communication, prioritisation and expert knowledge of community services and performance monitoring. This may require regular travel and working with services based across the Wigan Borough.
Working for our organisation
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.
Detailed job description and main responsibilities
Key Results of the Job Holder
·To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
·To assess patient’s needs, supported by local policies, to ensure that patients are prioritised appropriately and directed to the correct end point.
·Monitor patients through their pathway, liaising with appropriate clinical leads, service leads to ensure that all parts of the pathway are delivered in a timely and efficient manner.
Be responsible for registration of referrals received and the scanning in of documentation onto electronic system and patient tracking process is followed appropriately.
·To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
·To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
·To support in the monitoring of all targets/outcomes.
·To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
·To escalate any issues in relation to patient pathways to the service leads and managers.
Planning and Organisational Duties
·Creating and completing any spreadsheets as required, including utilising a range of functions including filters, formulas and pivot tables to organise and present data.
·To collate data and statistics for the service and participate in the collection of data from regular audits ensuring typing of reports as required.
·Knowledge and understanding of relevant health records policy, data assurance management and information governance procedures.
·To filter / action incoming requests and action any messages as require.
·Distribute relevant documentation to all clinical and non-clinical teams as required.
·Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.
1. Manage/book clinic rooms and meeting rooms and keep room availability updated as appropriate.
·To have a full understanding of all Microsoft Office Suite including Excel, PowerPoint, Power BI, Word.
Communications and Key Working Relationships
·Providing effective communication and a point of contact for liaising with:
·Service users and their families answering and responding to enquiries.
·Managers, clinical staff, patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
·Core members with internal and external stakeholders from different organisations across primary, community, secondary and third sector if required.
·Good communication and effective time management, particularly to support with planning and organising meetings, ensuring that information is cascaded in a timely manner to colleagues and staff.
Responsibility for Finance
The post holder will:
·Participate in ensuring the effective use of all financial resources in providing and delivering the service.
·Demonstrate awareness of the need for Cost Improvement Programmes within the service
·Assist in ensuring that the service is delivered within the existing financial constraints
·Order resources for the team as required using the SBS system and liaising with the Procurement Team.
·Maintain stock level of appropriate stationary and ensure ordered in a timely manner
Responsibility for Human Resources
The post holder will:
2. Ensure adherence to trust HR policies and Procedures
3. Respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
4. Maintain patient and staff confidentiality at all times.
5. Exercise good personal time management, punctuality and consistent attendance.
6. Provide confidential service to clinical pathway as agreed, including, dealing with phone calls, correspondence and typing of reports and letters, to a range of individuals.
7. Maintain own professional development and mandatory training.
8. Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.
9. Supervise and mentor staff as required and delegated.
Assist with induction and training of new staff.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 – the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Person specification
Qualifications
Essential criteria
10. Basic literacy qualification or equivalent experience
11. Relevant Level 2 or equivalent experience
Experience
Essential criteria
12. Experience in administration
13. Experience of an office environment
14. NHS/healthcare experience
15. Experience dealing with the public
Skills
Essential criteria
16. Ability to use initiative alone as well as working as part of a wider team often in an extremely pressurised/stressful environment.
17. Ability to demonstrate high standards of accuracy and attention to detail in all aspects of work tasks including when retrieving or entering data on databases or Trust IT system.
18. Flexible and adaptable to change.
19. Ability to prioritise workload and work to tight deadlines.
20. Ability to collate accurate and appropriate clinical information for multidisciplinary teams so that clinical decisions can be made for the benefit of patients.
21. Excellent organisation skills.
22. Demonstrate excellent verbal and written communication skills with staff, clients, carers and other professionals.
23. Evidence of leadership skills to support the administrative team.
Desirable criteria
24. Ability to use existing information systems to develop reports and documents.
25. Ability to use the Trust teleconferencing equipment for MDT meetings.
26. Ability to use the Trusts IT systems across different disciplines such as pathology and radiology to identify information required.
Knowledge
Essential criteria
27. Knowledge of an office environment.
28. Knowledge of local integrated services and the key services within.
29. Experience communicating with clients exhibiting challenging behaviour.
30. Working knowledge of Microsoft Office packages
Desirable criteria
31. Excellent working knowledge of specific IT systems (HIS System, SystmOne, Mosaic, Patient Administration System (PAS)).
Additional
Essential criteria
32. Respect of confidentiality and knowledge of data protection and information governance requirements.
33. Ability to work for prolonged periods of time using display screen equipment.
34. Ability to concentrate for extended periods of time.
35. Demonstrate a willingness to learn and participate in formal and informal training.
36. Display professionalism in all areas of employment.
37. Flexible in working base across the borough.
38. Flexible in working hours to meet the needs of the service. Working Hours may be between 8am and 10pm and will be on a rota basis.
39. Ability to travel across the borough in a timely manner.
40. Speak English to an appropriate standard relevant to the role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.