Patient Pathway Coordinator

Royal Free London NHS Foundation Trust; London Borough of Enfield; On-site; GBP 26,000 - 38,000; Full time

Job summary

The Patient Pathway Co-Ordinator (PPC) will work within the Centralised team to facilitate the smooth running of the patient journey by ensuring coordinated administrative processes revolve around the patient. Provide cross-cover for other PPCs to ensure a consistent service is maintained.

They will support patients throughout their hospital experience to ensure timely, efficient care and will escalate RTT/cancer delays as needed.

Qualifications

• Professional level of customer service.
• Strong communication and interpersonal skills.
• Respect for confidentiality and professional image.

Responsibilities

• Develop and provide a professional level of customer service for the service.
• Respond to enquiries in a friendly, professional and courteous manner, resolving issues or escalating as needed.
• Communicate effectively with internal and external stakeholders and maintain the Trust's professional reputation.
• Maintain confidentiality at all times and present a professional image.
• Contribute to department progression through high-quality support and take mandatory training.

Skills

Customer service

Communication

Professionalism

Data accuracy

Job description

The Patient Pathway Co-Ordinator (PPC) will work within the Centralised team to facilitate the smooth running of the patient journey by ensuring that coordinated and streamlined administrative processes revolve around the patient and their individual needs. Provide cross-cover for other Patient Pathway Co-Ordinator to ensure a consistent and effective administration service is maintained at all times. The PPC will assist the patients throughout their hospital experience to ensure that care provided is timely, efficient, and appropriate in regard to all members of the healthcare/ multidisciplinary team. The PPC is responsible for ensuring the safe and efficient management of the patient throughout their pathway; giving the patient a single point of contact for their appointments, ensuring the patients and carer experience is central to every stage of the patient journey, and ensuring potential breaches of RTT (referral to treatment) waiting times targets and cancer waiting time targets are avoided or escalated to the relevant manager. This role also works closely with the relevant MDT coordinators to ensure patients on a pathway are appropriately managed. They will be required to assist in the data quality and validation, ensuring all patients have recorded pathway start dates, and support the management team to identify areas that require pathway improvements.

• Develop and provide a professional level of customer service for the service.
• Respond to enquiries in a friendly, professional and courteous manner, resolving issues where possible or escalating to an appropriate team member.
• Communicate effectively and use appropriate interpersonal skills with people both internally and externally, maintaining the professional reputation of the Trust and department at all.
• Portraying a professional image, maintaining confidentiality at all time.
• To continuously contribute to the progression and development of the chosen department through the provision of a high quality
• The post holder will be expected to complete all mandatory training provided.

North Middlesex University Hospital NHS Trust is a medium sized District General Hospital based in Edmonton in Enfield, North London. We serve a diverse multicultural population largely from the London boroughs of Enfield and Haringey. Many of our patients live in wards that are within the 5% most deprived in the UK and a large proportion of our patients were born abroad. This makes it both a fascinating and a challenging hospital to work in.

Over the last decade we have rebuilt almost all of the hospital and now have facilities that we are proud to work in. We employ over 3,500 staff, more than half of whom live locally. We encourage apprenticeships from the local community and work closely with our local Health Watch. We are primarily an emergency led hospital with more than 90% of our bed days being used for patients admitted via our emergency and ambulatory units. As well as offering everything you would expect from a major acute hospital we have a number of tertiary services treating patients with HIV and Sickle Cell Disease and a large cancer and radiotherapy service. We also run our local community Sexual Health Clinics. We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.