Admission Receptionist

Job overview

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

It is essential for the role holder to demonstrate an excellent understanding of the 18-week RTT (Referral to Treatment) process and knowledge of the Trust’s Access Policy, with a commitment to adhering to these policies in line with national guidelines. An understanding of the 2WW (Two-Week Wait) cancer pathway and associated processes is also required, where applicable.

Main duties of the job

• Communicate clearly, effectively, and compassionately with the multidisciplinary team, patients, their families, visitors, or carers, in line with the Trust’s values.
• Communication and Patient Liaison
• Receive and respond to patient email queries, monitoring, managing, and triaging emails, as well as managing physical post and the ‘In-Basket’.
• Send no-contact letters and ad hoc letters completed by consultants, including those generated for insurance companies and other stakeholders.
• Monitor and update the PTL (Patient Tracking List) to ensure RTT pathways are accurate and comply with the Access Policy. Proactively identify and implement solutions to improve treatment speed by working directly with clinicians and managers, including escalation of breaches when required.
• Responsible for booking patients’ appointments, diagnostics, and inpatient stays throughout their patient pathway.
• Conduct reminder calls to patients and rearrange appointments as necessary to prevent non-attendances.
• Process and register referrals, booking outpatient appointments within Epic.
• Monitor relevant work queues related to the service.
• Support data quality workstreams and work queues where appropriate.
• Prepare clinics and monitor clinic capacity.

Working for our organisation

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

• Assist and support (including cross-cover) other members of the administrative team across the department or division, including handling telephone calls and resolving simple enquiries from patients, their carers, and visitors.

• Carry out designated administrative tasks under direction and guidance, following agreed standard operating procedures.

• Schedule patients and manage work queues in a timely manner, in line with standard operating procedures

Person specification

Experience

Essential criteria

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.

Skills & Knowledge

Essential criteria

• Ability to organise and prioritise own workload to meet deadlines/targets.
• Ability to deal with sensitive information with tact and diplomacy. Ability to work as part of a multidisciplinary team (Team Player) Ability to work independently, to manage and prioritise own workload.
• Clear & effective communication skills both written and verbal

Desirable criteria

• Understanding of Patient Access Targets
• Prior experience in healthcare administration, medical office, or scheduling roles.

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.

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