Job summary
We are looking for an enthusiastic and well-organised Pathway Co-ordinator to join our busy Rheumatology Department cross site at both Orpington Hospital and Queen Mary's Hospital. You will be responsible for providing an effective administrative service within the Rheumatology team, dealing directly with Consultants, Clinical Nurse Specialist and Admin colleagues as well as patients in the department and over the phone. The role will include effective management of the Early Inflammatory Arthritis pathway across both sites.
Main duties of the job
This post offers an excellent opportunity for an enthusiastic and conscientious individual to be a part of a busy team. The work involves providing a full administrative service to the Clinical teams including managing the Early Inflammatory Arthritis pathway, managing outpatient appointments for patients, dealing with referrals/EPIC work queues, validating patients on the Patient Tracking List (PTL) together with incoming queries and day-to-day administrative duties.
The successful candidate will ideally have experience of performing administrative duties in an NHS or private hospital setting, as well as excellent communication and organisational skills and be able to work well in a team. We are looking for someone who can multitask, have strong administration abilities and can prioritise their own workload.
Familiar with I.T. packages, have a good telephone manner with the ability to take clear messages and perform general office duties. You will have a good general educationand have good attention to detail. A willingness to learn and develop skills will be positively encouraged. You will become part of an enthusiastic team and will play an instrumental part in the smooth running of the department.
Please note this job role is cross site at Orpington and Queen Mary's Hospital.
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
Communication and Patient Liaison Communicate clearly, effectively and compassionately with the administration team, patients andtheir family, visitors or carers, in line with the Trusts values. Manage and answer telephone queries related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients. Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required. Receive and respond to e-mail queries, monitoring, managing and triaging email and patient text reminder correspondence to generic inboxes or third party systems. Plus managing the physical post. Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
Pathway Administration Responsible for booking of patients appointments throughout their patientpathway via supporting on work queues, checking outcomes and validating the PTL.
Responsible for managing Early Inflammatory pathway, tracking patients on this pathway, ensuring diagnostics and appts are booked in a timely manner. Escalating any concerns when required.
Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances. Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets.Responsible for checking all patients are accurately placed on the waiting list on the Epic systemResponsible for accessing appointment booking systems for all diagnostics and their associated outcomes. Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required. Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner. Booking outpatient appointments within Epic. Collate required patient information at the request of clinical teams.
Data and Systems responsibilities Input and access information on Epic as required. Ability to use Epic to an advanced level and accurately inputting data and editing entries as required. Record and capture patient information appropriately and in line with Standard Operating Procedures. Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor. Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue
General responsibilities Carry out general office duties such as photocopying, scanning and filing. Handle incoming and outgoing mail in a timely manner. Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover. Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities. Assist volunteers in the department. Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.OtherThe job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the post holder.You will be expected to actively participate in annual appraisals and set objectives in conjunction with your manager. Performance will be monitored against set objectives.
Job description
Job responsibilities
Communication and Patient Liaison Communicate clearly, effectively and compassionately with the administration team, patients andtheir family, visitors or carers, in line with the Trusts values. Manage and answer telephone queries related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients. Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required. Receive and respond to e-mail queries, monitoring, managing and triaging email and patient text reminder correspondence to generic inboxes or third party systems. Plus managing the physical post. Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
Pathway Administration Responsible for booking of patients appointments throughout their patientpathway via supporting on work queues, checking outcomes and validating the PTL.
Responsible for managing Early Inflammatory pathway, tracking patients on this pathway, ensuring diagnostics and appts are booked in a timely manner. Escalating any concerns when required.
Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances. Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets.Responsible for checking all patients are accurately placed on the waiting list on the Epic systemResponsible for accessing appointment booking systems for all diagnostics and their associated outcomes. Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required. Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner. Booking outpatient appointments within Epic. Collate required patient information at the request of clinical teams.
Data and Systems responsibilities Input and access information on Epic as required. Ability to use Epic to an advanced level and accurately inputting data and editing entries as required. Record and capture patient information appropriately and in line with Standard Operating Procedures. Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor. Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue
General responsibilities Carry out general office duties such as photocopying, scanning and filing. Handle incoming and outgoing mail in a timely manner. Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover. Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities. Assist volunteers in the department. Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.OtherThe job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the post holder.You will be expected to actively participate in annual appraisals and set objectives in conjunction with your manager. Performance will be monitored against set objectives.
Person Specification
Application and Interview
Essential
- Excellent communication and interpersonal skills
- Ability to organise and prioritise own workload to meet deadlines/targets.
- Competent use of IT systems - Excel, Word, and database input Administrative experience.
Desirable
- Prior experience in healthcare administration, medical office, or scheduling roles.
- Proficiency in Epic
Person Specification
Application and Interview
Essential
- Excellent communication and interpersonal skills
- Ability to organise and prioritise own workload to meet deadlines/targets.
- Competent use of IT systems - Excel, Word, and database input Administrative experience.
Desirable
- Prior experience in healthcare administration, medical office, or scheduling roles.
- Proficiency in Epic
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
