Patient Pathway Coordinator

Chelsea and Westminster Hospital NHS Foundation Trust; City of Westminster; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading healthcare provider in England seeks an experienced administrator to join its gender dysphoria service. The role involves providing high-level administrative support for clinical teams, managing appointments, and ensuring patient information is up-to-date. Ideal candidates will have strong communication skills and a commitment to confidentiality, facilitating a supportive environment for LGBTQI+ patients. This is a pivotal position that contributes to a recognized and inclusive healthcare service.

Qualifications

• Experience in administrative support roles.
• Ability to manage multiple tasks and prioritize effectively.
• Strong interpersonal skills to interact with patients and professionals.

Responsibilities

• Provide high-level administrative support to clinical teams.
• Handle appointment bookings in accordance with policies.
• Ensure patient records are updated correctly.

Skills

High quality administrative support

Professional communication

Attention to detail

Confidentiality

Experience with clinical systems (Cerner, Lilie, DrDoctor)

Job description

Role Overview

This is a pivotal role with the post holder providing all necessary administrative support to the gender dysphoria service. It involves providing high level, confidential support, on a wide range of matters. The post holder will ensure the interests of the Trust are represented in a professional manner, and is a suitable ambassador at all times. Please note this position will involve some shifts that would start at 8am and some shifts that would end at 8pm.

Responsibilities

• To work with the Administration Lead/Junior Service Manager to provide high quality, effective admin support to the clinical teams.
• To book new/follow-up appointments for the service in accordance with departmental and Trust policies and procedures.
• To receive all patients and other visitors into the department in a professional, polite and friendly manner.
• Ensure letters and reports are turned around in a reasonable timeframe in line with Trust standards.
• Ensure referrals to healthcare providers on different parts of the NHS gender dysphoria pathway are completed and uploaded in a reasonable timeframe in line with Trust standards.
• To create and update clinic records accordingly regarding appointments as well as changes to demographic or contact information. Clinical systems include (but are not limited to) Cerner, Lilie and DrDoctor.
• Provide management of the shared email inboxes for the purposes of external professional enquiries from other services within the Trust and externally, and direct queries appropriately according to agreed protocols.
• Receive phone calls to the service in a professional, polite and friendly manner and give advice and support as appropriate.
• Record minutes for TransPlus MDT meetings.
• Ensure relevant standards for confidentiality and information governance are followed at all times.
• Where a patient requires transport or an interpreter, ensure that arrangements are made for these to be booked.
• Undertake other administration and reception duties at the discretion of the Administration Lead/Junior Service Manager.
• To participate in identifying any processes which will improve the service, and to ensure continuous improvement.
• Contribute to the development of the service, for example by being involved in multidisciplinary audit/development groups, including audits of clinical activity as required, or creating new documents or process diagrams.
• To ensure that all aspects of the booking service and management of waiting list are timely, effective, responsive and patient-focused.
• To support facilitation of department meetings including sending invites, facilitating video consultations and taking and distributing meeting minutes.
• To undertake administrative work for a defined team of clinicians working in the gender dysphoria service which will include transcription and electronic sending of letters where necessary to patients, GPs and other professionals, as well as the scanning of relevant patient information onto clinical systems.

About the Trust

Chelsea and Westminster Hospital NHS Foundation Trust is one of the leading providers of services for the LGBTQI+ communities including our gender dysphoria clinic 'TransPlus' and trans sexual health service '56T'. Our services are recognised for their inclusivity & diversity, and recently won a Nursing Times Award for 'Enhancing Patient Dignity'. Our ambition is to be the leading healthcare provider for Trans and non-binary service users in the UK, building on the specialist expertise and knowledge of our clinical teams.

Chelsea and Westminster Hospital NHS Foundation Trust has been commissioned to provide TransPlus at 56 Dean Street, the first integrated gender, HIV and sexual health service commissioned by NHS England. Our vision is for an innovative and patient-centred service, based on the principle that patients must have equal access to services whatever their gender identity with reasonable adjustments to the delivery of care to match the individual's needs and circumstances. Our Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites-Chelsea and Westminster Hospital and West Middlesex University Hospital-along with award-winning clinics across North West London. Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children's services, plus specialist HIV and sexual health care.

The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use. We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid. We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.

Recruitment Process and Additional Information

Please check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you have not heard from us within 3 weeks after the closing date, we regret that this usually means your application was not successful. In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post. During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided. Employment at the Trust is offered subject to successful completion of a six month probationary period.