Job summary
The Administration Coordinator will actively manage the administrative processes attached to patient pathways, ensuring a smooth and efficient service for both the multidisciplinary team and patients, in order to deliver a high quality administration service, a positive patient experience, and excellent customer service.
To streamline the coordination of cancer-related imaging services, improve patient pathway management, and enhance communication between multidisciplinary teams.
Main duties of the job
1. Improving Cancer Pathway Timeliness
Lever: A Cancer Navigator can streamline the diagnostic and treatment pathway by ensuring timely scheduling of scans, reporting, and follow-ups for cancer patients.
Strategic Impact: This leads to faster diagnosis and treatment initiation, helping meet NHS cancer performance targets like the 62-day cancer waiting time standard and reducing patient anxiety.
2. Reducing Diagnostic Delays and DNAs
Lever: The Cancer Navigator helps reduce the number of missed appointments (DNAs) by coordinating bookings, ensuring patient attendance, and rescheduling as needed.
Strategic Impact: Minimising delays and DNAs helps meet key cancer performance indicators and ensures patients are on track for timely diagnosis and treatment.
3. Optimising Use of Outsourcing and CDCs
Lever: A Cancer Navigator can coordinate outsourcing to Community Diagnostic Centres (CDCs) and external teleradiology services, ensuring quality control and timely report turnaround.
Strategic Impact: This reduces diagnostic bottlenecks and ensures that outsourcing supports, rather than hinders, cancer pathway efficiency.
- Supporting Multidisciplinary Teams (MDTs)
Lever: The Cancer Navigator facilitates communication between radiology and MDTs by ensuring accurate and timely reporting of imaging results.
Strategic Impact: Streamlined MDT processes improve decision-making and treatment planning, directly enhancing patient outcomes.
About us
North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.
We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.
Take a tour of our hospital here
Job description
Job responsibilities
- Communicate clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.
- Manage and answer telephone calls related to the service in a courteous and prompt manner.
- Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
- Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team, or when to escalate the call to a senior colleague. Where calls are passed on, ensure that the caller is reassured regarding expected response times and has further contact details if necessary.
- 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 or departments as required.
- Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.
- Using hospital information systems, produce accurate correspondence for patients, GPs and others involved in care, and ensure its timely dissemination to stakeholders.
After several years of ever closer working, North Mid and Royal Free London are planning to come together as one organisation to enable them to go further and faster in improving services for patients and the health of the local community than they can achieve separately. The merger of North Mid into the RFL group is currently expected to take place on 1 January 2025, subject to NHS England and Secretary of State approval.
Job description
Job responsibilities
- Communicate clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.
- Manage and answer telephone calls related to the service in a courteous and prompt manner.
- Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
- Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team, or when to escalate the call to a senior colleague. Where calls are passed on, ensure that the caller is reassured regarding expected response times and has further contact details if necessary.
- 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 or departments as required.
- Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.
- Using hospital information systems, produce accurate correspondence for patients, GPs and others involved in care, and ensure its timely dissemination to stakeholders.
After several years of ever closer working, North Mid and Royal Free London are planning to come together as one organisation to enable them to go further and faster in improving services for patients and the health of the local community than they can achieve separately. The merger of North Mid into the RFL group is currently expected to take place on 1 January 2025, subject to NHS England and Secretary of State approval.
Person Specification
Education and qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Skills and abilities
Essential
- Ability to make decisions in a constantly changing environment (e.g. clinic setting) using judgement to deal with queries or escalate where necessary.
- Advanced keyboard skills, and competent use of IT.
- Able to deal with sensitive information with tact, diplomacy and understanding.
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Personal qualities
Essential
- Team member with a flexible approach to work, willing to adapt to changing situations
Person Specification
Education and qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Skills and abilities
Essential
- Ability to make decisions in a constantly changing environment (e.g. clinic setting) using judgement to deal with queries or escalate where necessary.
- Advanced keyboard skills, and competent use of IT.
- Able to deal with sensitive information with tact, diplomacy and understanding.
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Personal qualities
Essential
- Team member with a flexible approach to work, willing to adapt to changing situations
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.
