Fertility Pathway Coordinator

Job description

Job responsibilities

Main Tasks and Responsibilities

Outpatient Pathway

Administer all new referrals received, ensuring all are triaged by the appropriate clinical staff member and action as required including registering new patients in addition to updating existing patient details.

Book new and follow-up outpatient and appropriate diagnostic appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the correct clinic to ensure that they are seen by the most appropriate clinician.

Reschedule outpatient appointments because of patients calling the service, in line with the 18-week RTT/screening targets and agreed local processes in respect to patient cancellations.

Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule patient appointments in line with agreed local processes.

Adding additional clinic capacity on PAS as directed by management.

To be responsible for actively managing the OP PTL and Incomplete lists.

Administration

Provide primary administrative support to the consultants and clinicians, including booking follow up appointments, correspondence support, and other administrative duties as required.

Ensure appropriate follow up appointments are booked and escalate to directorate support officer and consultant if patient cannot be booked within required time scales.

Open and prioritise incoming post, ensuring supporting information is available when appropriate and taking responsibility for acting on urgent items in the absence of the clinician.

Respond to telephone queries coming into the department, taking clear messages to pass to relevant staff to ensure requests are actioned promptly.

Ensure accurate filing of paper notes and records is maintained as required.

On an as and when required basis, update patient details on PAS ensuring patients that require discharge are processed accordingly.

Act upon queries from referrers, patients, and other relevant parties in liaison with clinical staff. Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic medical procedures and terminology.

Book interpreters for patients prior to appointments and admissions as and when required.

Book transport for patients who require it, in line with local processes.

Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule patient appointments in line with agreed local processes.

Adding additional list capacity on PAS as directed by management.

Book patients as required. Maintain couples database. Monitor fertility inbox and direct emails appropriately to Consultant and CNS team. Receive results, scan to clinical notes and direct to appropriate clinician.

Pathway Tracking

To have an excellent working knowledge of the 18 weeks referral to treatment (RTT) rules/ Screening wait times, as required for the job, and use them in conjunction with the Elective Access Policy to proactively manage all patient pathways.

Undertake validation of the 18-week RTT PTLs and contribute to the validation where appropriate. Investigate and take appropriate action where pathways are incomplete to ensure that patients are treated in clinical priority and breach date order and that reporting on performance and waiting times is robust.

Escalate pathway issues if required to the directorate support officer and clinical team.

Book in clinical priority and breach date order, whilst monitoring the 18 week or screening list to ensure any late additions are identified and processed appropriately. In doing so, take the necessary steps to avoid target breaches and resolve any issues i.e. 28-day theatre cancellations.

Ensure Trust systems are updated with patient pathway status information and that data quality is maintained.

Liaise with internal and external colleagues to share patient pathway information and diagnostic information and expedite patient journeys where needed.

Ensure inter-provider transfers are timely and that the appropriate paperwork has been completed and sent or received.

Co-ordinate appointments and procedures at other hospitals and organisations, where the pathway requires input from these.

Ensure accurate information is added to PAS and other internal and external IT systems and databases, as required.

Liaise with external commissioners if required.

Arrange urine Chlamydia tests with CNS team.

Liaise with CNS team regarding follicle tracking appointments.

Completion of IVF referral forms apart from the clinical history section.

Monitor progress of referrals adding information and sending to the relevant fertility clinic when advised by clinician. MDT prep and direction of outcomes to relevant clinician.

General

Demonstrate high levels of customer care and be 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 action as appropriate.

Maintain patient confidentiality at all times.

Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover.

Retrieve notes and ensure all patient information is available in a timely manner for all appropriate outpatient appointments, diagnostic appointments, and inpatient / day case procedures, checking demographics at every stage and locating lost notes where appropriate.

Support the directorate support officer, and clinical team in the investigation and resolution of patient queries and complaints received direct to the service or via PALS / Complaints Department.

Book interpreters for patients prior to appointments and admissions as and when required.

To support and contribute to on-going and future service development projects supporting continuous improvement of the services we provide.

Any other duties at the request of the directorate management team which may be needed to fulfil the objectives of the post, which are appropriate to the grade.

To arrange meetings, prepare material for meetings and training sessions as required, to attend meetings and take the minutes.

This job description should be regarded only as a guide to the duties required and is not intended to be definitive. It may be reviewed in the light of the changing circumstances following consultation with the post holder. The job description does not form part of the contract of employment.

Person Specification

Personal Qualities

Essential

• Supports others in their work
• Takes responsibility for own actions, behaviours and achievement of work objectives and goals
• Always demonstrates a high level of professionalism
• Excellent customer care and communication
• Compassionate when dealing with patients and their families
• Adaptable and flexible to ever changing situations
• Willingness to develop

Other Job Requirements

Essential

• Demonstrates sensitivity and respect for diverse patient populations and colleagues from different backgrounds.
• Must always maintain confidentiality when handling sensitive information and patient data.
• Basic analytical skills.

Experience

Essential

• Minimum of 1 years previous experience within the NHS, a health care setting, or the public sector
• Good knowledge of patient pathways
• Experience in maintaining and updating databases, ensuring data accuracy and integrity
• Team working and team building experience

Desirable

• In depth understanding of Medical Terminology appropriate to specialism
• An understanding of the Trusts Elective Access Policy / Screening Programme targets as appropriate to the role
• Experience of working within Obstetrics & Gynaecology

Skills and Knowledge

Essential

• Accurate data entry, typing and checking skills
• Pays attention to detail
• Manages and interprets data correctly to inform decision making
• Maintains high standards and quality of work
• Contributes to service improvements and is solution focused
• Completes tasks on time (accurately and to a high quality)
• Follows instructions, adheres to organisational policies, protocols, and Procedures
• Understanding and having a working knowledge of Microsoft Office Packages and IT systems.
• Strong telephone etiquette, the ideal candidate will exhibit a courteous and respectful approach when communicating with patients, colleagues, and external parties.
• Excellent verbal and written communication skills.
• Good organisational skills and the ability to multi-task effectively, whilst dealing with complex competing priorities.

Desirable

• Knowledge of key NHS systems i.e., PAS, Bluespier, CLIP.
• Awareness of good Health & Safety Protocols
• Knowledge of effective waiting list management
• Effective complaints handling
• Appropriate assertiveness skills
• Basic conflict resolution skills

Qualifications

Essential

• GCSE or equivalent in English and Maths, Grades A-C

Desirable

• NVQ or Apprenticeship in Customer Care or Business Administration

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.

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD

Employer's website

https://www.worcsacute.nhs.uk/ (Opens in a new tab)