Patient Pathway Administrator

Job overview

This Band 4 administrative post is based at the Trauma Unit - Horton General Hospital in Banbury.

Responsibilities

• Demonstrate high levels of customer care and serve as an ambassador for customer care within the Trust.
• Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff.
• Answer all telephone calls in a timely manner and take appropriate action.
• Maintain patient confidentiality at all times.
• Support the Team Leader, Assistant Service Manager and Service Manager in the investigation and resolution of patient queries and complaints received directly to the service or via PALS / Complaints Department.
• Book interpreters for patients prior to appointments and admissions as required.
• Liaise with Trauma Coordinators to ensure patient notes are available so that all patient episodes are coded accurately and promptly.
• Support and contribute to ongoing and future service development projects and continuous improvement of services.
• Ensure appropriate follow up appointments are booked, escalating to the Team Leader or consultant if a patient cannot be booked within required time scales.
• Use Scan IT to maintain high standard electronic health record filing, including timely scanning of paper records onto EPR as required.
• Follow the tracking procedure for the movement of all patient notes (Case Note Tracking).
• Update patient details on EPR, ensuring discharge processing is completed appropriately.
• Manage Patients Missing Follow Up and Deferred patient lists using Revenue Cycle.
• Act as the first point of contact for patients entering the department.
• Respond to queries from referrers, patients and other parties, providing reassurance and appropriate solutions.
• Validate 18 week RTT PTLs and, where appropriate, cancer PTLs; investigate and resolve incomplete pathways to meet clinical priority and breach dates.
• Ensure Trust systems are updated with patient pathway status information and maintain data quality.
• Coordinate appointments and procedures at other hospitals or organisations where the pathway requires input.
• Update and add accurate information to EPR and other internal/external IT systems and databases.
• Add additional list capacity on EPR as directed by management.

Qualifications

• GCSE or equivalent in English and Maths, grades A-C
• NVQ or Apprenticeship in Customer Care or Business Administration

Experience

• Previous NHS experience
• Previous experience in a similar role
• Good knowledge of patient pathways
• EPR experience
• Understanding of patient priorities and performance targets
• Thorough knowledge of healthcare administrative systems and processes
• Experience of effective waiting list management

Skills

• Accurate data entry, typing and checking skills
• Ability to manage and interpret data correctly to inform decision making
• Good written and verbal communication
• Maintains high standards and quality of work
• Contributes to service improvements and is solution focused
• Follows instructions, adheres to organisational policies, protocols and procedures
• Organising, planning and prioritising skill
• Evidence of good team working
• Evidence of interacting with a wide range of people
• Basic conflict resolution skills
• Willingness to develop computer technology skills