Assistant Patient Pathway Coordinator

Job summary

Patient administration underpins the patient journey and supports clinical teams in delivering high quality patient care and can make a real difference to the patient experience. Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.

The post holder has responsibility for assisting with the provision of a professional, comprehensive, and efficient administrative service, which is effectively delivered to all patients and members of the Department. This will be through the delivery of a comprehensive administrative service to a specialty team.

NOTE: There are 04 posts available at different sites- 04 (Womens Centre, John Radcliffe Hospital)

Main duties of the job

• Support the Reception desk
• Provide administrative support to Consultants, clinical staff and all patients under their care, including diary administration, correspondence support and other administrative duties as required.
• Book New and Follow up clinic appointments. Utilise vacant slots to bring forward clinically triaged urgent patients ensuring best use of clinic lists. Assist with the processing of new referrals.
• 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 via phone or email.

About us

Oxford University Hospitals NHS Foundation Trustis one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more herewww.ouh.nhs.uk

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call thisDelivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via theOUH YouTube channel.

Job responsibilities

Clerical Duties (Summary)

Reception Cover

• Provide comprehensive administrative support to clinical staff and patients, including diary management, correspondence, and general admin tasks.
• Prioritise and process incoming post, ensuring urgent items are actioned promptly, especially in the absence of clinical staff.
• Add new referrals to the EPR waiting list within 24 hours and forward for clinical triage as needed.
• Maintain accurate filing systems for letters, reports, test results, and other patient notes in both paper and electronic formats.
• Update patient and GP details on EPR and other Trust systems as required.
• Respond to queries from referrers, patients, and others, providing reassurance and solutions by liaising with clinical staff and explaining basic medical procedures when necessary.
• Work closely with departmental colleagues and provide cover during sickness or holidays as appropriate.
• Attend Departmental meetings and training as required to ensure that you maintain an up-to date working knowledge of service and trust procedures.
• 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 during its core hours of 08:00 to 17:00.
• Respond to communication and queries including email, face to face and over the telephone in a timely manner.
• Use the Trust IT systems (for example EPR, PACS, ScanIt) to register patients, make up a set of patient notes, make outpatient appointments, produce end of treatment letters, ensure that details are correct, check in / check of outpatient appointments as instructed and manage electronic referrals.
• Demonstrate high levels of customer care and be an ambassador for customer care within the Trust and department.
• Act in a manner aligned to our Trust Values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence.

Person specification

Experience & Skills

Essential

• Excellent interpersonal and communication skills
• Ability to work independently and as a member of a team
• Ability to prioritise and work to deadlines
• Evidence of positive approach to working in complex environments
• Keen to further own training and development

Desirable

• Familiarity with NHS performance

Qualifications

Essential

• Good standard of Education with a minimum of 5 'C' grade GCSE's (inc English Language and Maths)
• Computer Literate
• High standard of spoken and written English

Desirable

• Administrative experience

Work Values

Essential

• Excellent customer care and communication
• Ability to adapt communication style as required
• Excellent attention to detail
• Hard working with a motivated enthusiastic attitude
• Ability to work independently and within a team