Patient Pathway Officer

Royal Free London NHS Foundation Trust; London Borough of Enfield; On-site; GBP 22,000 - 24,000; Full time

Job summary

North Middlesex University Hospital is seeking a proactive receptionist/administrator for the Outpatient team. You will ensure accurate recording of attendances on PAS/Medway and provide a helpful front-line service to patients and staff.

Flexibility to cover weekends and cross-cover other departments is required. Key duties include booking follow-ups, processing clinic outcomes, generating DNA letters, and liaising with multi-disciplinary teams to maintain timely notes and information flow.

Qualifications

• GCSE or equivalent with emphasis on numeracy and literacy.
• Working in NHS or other healthcare settings.

Responsibilities

• Provide a high quality reception and administrative service for the Outpatient department and ensure appointments are made in line with Trust policies.
• Book patients follow up onto the computer system and record attendance.
• Generate DNA letters to patients and GPs.
• Deal with telephone and face-to-face inquiries from staff, patients, relatives and carers, providing information and directing queries.
• Communicate clearly in a sensitive and caring manner at all times.
• Plan and organise workload to maintain service delivery and meet directives.
• Cross cover other staff to ensure a consistent administration service.
• Follow disaster recovery procedures in the event of system failure.
• Provide support for junior staff and track notes in line with trust protocols.

Skills

Prioritise workload

Customer orientation

Clear communication

Education

GCSE or equivalent

NHS/healthcare setting experience

Job description

It is a very exciting time to be joining the Patient Access Department - Outpatient Team at North Middlesex University Hospital, the post holder will have day-to-day responsibility for providing a high quality reception and clericalservice to the outpatient clinics, you will need to be available to work some weekends and be flexible with their working hours, you will cross cover departments for other staff as and when required. Ensuring that all patient attendances are accurately recorded on all appropriate hospital IT systems including our PAS called Medway.

The post holder will also be responsible for the timely and accurate checking in and out of patients, confirming attendances with patients. They will also be responsible for answering the telephone, Pre-Assessment Department and Theatres along with liaising with the multi-disciplinary team, other departments and services to answer queries. To ensure that all patient notes are available in a timely manner.

Main duties of the job

• Booking patients follow up onto the computer system.
• Complete outcomes of clinics and accurate recording of 18 weeks pathway.
• Generate DNA letters to patients and GP's.
• Deal with telephone and face to face enquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
• Communicate verbally in a sensitive and caring manner at all times.
• Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
• To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
• To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
• In the event of the hospital system failure the relevant disaster recovery procedure is followed.
• To provide and support for junior staff as required.
• Track case notes and other documentation in line with trust protocols.
• To collect notes from medical records., as needed.
• To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
• To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.

About us

North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other IC S's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an IC S infrastructure for making shared decisions and agreeing shared approaches.

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.

Job responsibilities

Prioritise and manage workload without direct supervision.

Provide a high quality reception and administrative service for the Outpatient department and to ensure appointments are made in line with Trust policies, guidelines and departmental protocols, additionalduties will include:

• Preparation of medical notes for relevant clinics
• Booking patients follow up onto the computer system.
• Complete outcomes of clinics and accurate recording of 18 weeks pathway
• Generate DNA letters to patients and GPs
• Deal with telephone and face to face inquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
• Communicate verbally in a sensitive and caring manner at all times.
• Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
• To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
• To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
• In the event of the hospital system failure the relevant disaster recovery procedure is followed.
• To provide and support for junior staff as required.
• Track case notes and other documentation in line with trust protocols.
• To collect notes from medical records., as needed.
• To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
• To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.
• To monitor and escalatest shortages in stock e.g. stationary, paper etc. to team leaders for ordering.
• To undertake mandatory training.
• To participate in the Trust Performance Development scheme for staff.

Person Specification

Education & Qualifications

• GCSE or equivalent standard of education with emphasis on numeracy and literacy
• Working in NHS or other healthcare settings

Skills & Abilities

• Ability to prioritise own workload and that of others Customer orientation
• Ability to effectively manage a diverse workload and meet deadlines
• Ability to communicate clearly, orally and in writing

Experience

• Working effectively as part of a team
• Patient Administration (e.g. secretarial/receptionist or clerical)

Personal Qualities

• Polite and helpful Teamwork
• Clear communication
• Ability to deal with stressful situations

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.