Receptionist / Data Entry Clerk

Job overview

The Patient Pathway Coordinator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service.

It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.

To monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies. To identify from the tracking list the next steps in the patient care pathway in line with clinical need. To ensure that pathways are actively managed and any appointments are made in line with the Trust’s Access Policy.

Furthermore the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group. Plus, identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.

Main duties of the job

A vacant post is now available working within Neurosurgery Department at King’s College Hospital, Denmark Hill.

The Patient Pathway Coordinator is an essential part of the whole team providing high quality and prompt care to patients. The individual is responsible for the smooth running and efficiency of booking admissions, clinics, MDT meetings; including preparation for meetings, tracking and chasing up on progress of patients’ diagnostic and treatment steps and ensuring outcomes are followed up after MDT meetings.

Working for our organisation

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. 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.

Detailed job description and main responsibilities

Main Duties and Responsibilities

1. Communication and Patient Liaison

• Communicate clearly, effectively, and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.

• Manage and answer telephone calls 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 patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In-Basket’.
• Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
• Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.

2. Coordinating Patient Care

• PTL monitoring / updating to ensure RTT pathways are correct and Access Policy. Plus, proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers with any escalation of breaches as required.
• Responsible for booking of patient’s appointments, diagnostics, and inpatient stays, throughout their patient pathway.
• Corresponding with patients, practices, and internal staff.
• Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
• Management of patient correspondence via text reminder services.
• Responsible for checking all patients are accurately placed on the waiting list on the Epic system.
• Responsible for accessing appointment booking systems for all routine pre-operative assessments, 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.
• Process and register referrals, booking outpatient appointments within Epic.

• To book interpreters as required.
• Collate required patient information at the request of clinical teams

3. Supporting Clinical Teams

• Management of clinical staff inboxes and flagging of high priority correspondence.
• Management of virtual clinics, where applicable.
• Monitoring of ‘InBasket’ function for internal correspondence.
• Monitoring relevant work queues relating to the service.

• Coordinating of clinic template amendment / cancellation forms.
• Clinical diary management for the purposes of arranging leave.
• Attendance at meetings when required.
• Supporting clinical teams on rota management where appropriate

4. Data Management, Data Quality 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.
• Supporting data quality workstreams and work-queues where appropriate.

Person specification

supporting statement

Essential criteria

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths
• Attention to detail and strong organisational abilities
• Ability to multitask and work in a fast-paced healthcare environment.

Desirable criteria

• Prior experience in healthcare administration, medical office, or scheduling roles.
• Understanding of Patient Access Targets
• Proficiency in Epic, Patient tracking lists and Work-queues.

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications

King's Health Partners Academic Health Science Centre Website

King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.