Job summary
We are currently recruiting for a dynamic and flexible outpatient Patient Pathway Coordinator.
The role is based at Colchester General Hospital, but may need to cover at other Trust sites on occasion to meet the needs of the service. You will be working within a very demanding but rewarding environment and will need to be flexible.
You will be required to work across a 5 day working week within the opening hours of the Contact Centre which is Monday to Thrday 08:00 - 18:30, Friday 0800 - 1700 with Saturday working (optional) as and when needed to meet the service needs.
Main duties of the job
The role will consist of booking patients appointments, referral management and providing customer service to patients in an efficient and sensitive manner via telephone.
You willhave previous experience working in a customer service environment preferably within the NHS and will possess good organisational and communication skills in order to liaise with various areas internally and external to the Trust. You must possess a clear and confident telephone manner.
The ability to effectively & efficiently organise workload is essential. You will be required to work within Referral to Treatment (RTT) pathways, and comply with national and local waiting time outpatient targets. Knowledge of NHS computer systems would be advantageous, but you may also be familiar with other computerised booking systems.
About us
One of the largest Trusts in East Anglia, East Suffolk and North Essex NHS Foundation Trust (ESNEFT) provide hospital and community health services to people living across a wide geographical area. We deliver care from two main hospitals in Colchester and Ipswich, six community hospitals and in patients' own homes. You will be joining a team of over 11,000 amazing colleagues providing care to 800,000 residents.
Along with supporting you to achieve your career goals we offer a generous pension scheme, 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a range of services including mental health support. We offer a range of flexible working opportunities.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which do not work or cause time delays for our staff and patients.
To support our employees to achieve their career aspirations you may be eligible to obtain a qualification via an apprenticeship. All successful applicants will be required to undertake a skills review to facilitate this. For full details please see the attached Apprenticeship Handbook
If you are passionate about patient care and want to develop your skills and knowledge then we are keen to hear from you.
Find out about living and working with us - https://www.youtube.com/watch?v=GkPu7HphU8A
Job description
Job responsibilities
Main Duties and Responsibilities:-
- Check GP referral letters and register patients on Medway and CAB where necessary.
- To be aware of the 18 week RTTP Target and the Trust and patients responsibilities therein.
- Submit referrals for assessment and make new outpatient appointments as prioritised by the Consultants.
- Telephone patients to negotiate appointments, or print and send partial booking letters as appropriate.
- Manage all electronic referrals as Trust policy.
- To work progressively towards the implementation of ERS project through direction from management team.
- To amend work processes as directed in line with changes to booking practices as instructed by management team in the implementation of ERS and partial booking.
- Deal with patient telephone enquiries across a range of specialties.
- Make follow up appointments, in line with partial booking, as requested by Medical Secretaries, Wards, Clinics, Departments & other hospital sites.
- Cancel and re-arrange clinics as requested, and inform patients of such arrangements.
- Liaise with the Senior Patient Pathway Manager and Supervisors, and Nursing Staff/Medical Secretaries/Medical Records/other departments and outlying hospital sites.
- Assist in the maintenance and control of the clinics to ensure an efficient service to both the patients and the Doctors.
- Any other duties as delegated by the Patient Pathway Supervisors/ Patient Pathway Manager
- To ensure that patients are offered appropriate appointments, in line with
- Departmental protocols and guidelines, maintaining 18 week RTT rules whilst adhering to the Trust Access policy
- To deal with telephone callers politely and efficiently, either in person or by transferring to the relevant department.
- To help and support all members of the Team by having a flexible approach to both workload and working patterns.
Please see attached job description for full details
Job description
Job responsibilities
Main Duties and Responsibilities:-
- Check GP referral letters and register patients on Medway and CAB where necessary.
- To be aware of the 18 week RTTP Target and the Trust and patients responsibilities therein.
- Submit referrals for assessment and make new outpatient appointments as prioritised by the Consultants.
- Telephone patients to negotiate appointments, or print and send partial booking letters as appropriate.
- Manage all electronic referrals as Trust policy.
- To work progressively towards the implementation of ERS project through direction from management team.
- To amend work processes as directed in line with changes to booking practices as instructed by management team in the implementation of ERS and partial booking.
- Deal with patient telephone enquiries across a range of specialties.
- Make follow up appointments, in line with partial booking, as requested by Medical Secretaries, Wards, Clinics, Departments & other hospital sites.
- Cancel and re-arrange clinics as requested, and inform patients of such arrangements.
- Liaise with the Senior Patient Pathway Manager and Supervisors, and Nursing Staff/Medical Secretaries/Medical Records/other departments and outlying hospital sites.
- Assist in the maintenance and control of the clinics to ensure an efficient service to both the patients and the Doctors.
- Any other duties as delegated by the Patient Pathway Supervisors/ Patient Pathway Manager
- To ensure that patients are offered appropriate appointments, in line with
- Departmental protocols and guidelines, maintaining 18 week RTT rules whilst adhering to the Trust Access policy
- To deal with telephone callers politely and efficiently, either in person or by transferring to the relevant department.
- To help and support all members of the Team by having a flexible approach to both workload and working patterns.
Please see attached job description for full details
Person Specification
Qualifications
Essential
- GCSE Grade C (or equivalent) standard in English/Maths
Knowledge
Essential
- Good keyboard skills
- Good communication skills
- Able to use initiative and judgment and organise own work and work within a team
- Clerical skills
Desirable
- Previous knowledge of hospital work and systems
- Knowledge of computer data systems and/or Medway
- Knowledge of confidentiality
Experience
Essential
- Should be able to work in a crowded and stressful environment
Person Specification
Qualifications
Essential
- GCSE Grade C (or equivalent) standard in English/Maths
Knowledge
Essential
- Good keyboard skills
- Good communication skills
- Able to use initiative and judgment and organise own work and work within a team
- Clerical skills
Desirable
- Previous knowledge of hospital work and systems
- Knowledge of computer data systems and/or Medway
- Knowledge of confidentiality
Experience
Essential
- Should be able to work in a crowded and stressful environment
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.
