Regional Patient Pathway Coordinator Support

NHS; Cwmbran; On-site; GBP 25,000 - 30,000; Full time

Job summary

An exciting opportunity for a Patient Pathway Coordinator Support role within the Regional Cataract Service. The position involves organizing patient services, booking appointments, and providing clerical support. Candidates should have strong communication skills and the ability to work under pressure. This permanent role offers extensive training and development opportunities within a supportive NHS environment.

Benefits

Flexible working

Occupational health support

Wellbeing Centre of Excellence

Extensive training and development opportunities

Qualifications

• Clerical experience or similar roles required.
• Experience with Medical Records or hospital patient administration systems.

Responsibilities

• Provide essential telephone support for patient services.
• Book appointments and manage cancellations efficiently.
• Coordinate with various teams and maintain communication.

Skills

Communication

Problem-solving

Prioritization

Flexibility

Education

Understanding of routine work procedures

Tools

Word

Excel

Job description

Regional Patient Pathway Coordinator Support

An exciting opportunity has arisen for a Patient Pathway Co-ordinator Support to work within the Regional Cataract Service, delivering change across Aneurin Bevan, Cardiff and Vale, and Cwm Taf Morgannwg Health Boards.

We are looking for an organized, enthusiastic individual who is self-motivated and has strong team leadership skills. The post holder will play a key role in delivering our transformation plans for Ophthalmology in the South East Wales Region.

The ability to speak Welsh is desirable; Welsh and/or English speakers are equally welcome to apply.

This role is permanent.

Main duties of the job

1. Provide essential telephone support relating to patient services, handling calls for the Regional Ophthalmology service for outpatient and inpatient care.
2. Provide quality clerical support to the scheduling team and stakeholders, ensuring appointments are booked correctly and efficiently, and all documentation is updated according to service standards.
3. Answer telephone calls courteously, maintaining professionalism.
4. Provide reception cover for the Regional Ophthalmology service.
5. Act as a central link between booking and scheduling teams across the region, requiring strong communication skills.
6. Coordinate with Directorate Managers, Medical Leads, Nursing Leads, and the Regional Programme Team.

About us

Aneurin Bevan University Health Board is a multi-award-winning NHS organization committed to caring. It offers an exceptional workplace where you can feel trusted and valued. We serve a population of 650,000 with over 16,000 staff, providing integrated acute, primary, and community care.

We offer extensive training, development opportunities, flexible working, and a focus on work-life balance, including occupational health support and a Wellbeing Centre of Excellence.

Our Clinical Futures strategy aims to enhance care closer to home and provide high-quality hospital care when needed. Join us to pioneer new ways of working and deliver world-class healthcare.

Job responsibilities

1. Book appointments according to set criteria, ensuring adherence to protocols.
2. Organize daily workload efficiently.
3. Update waiting list entries per departmental standards.
4. Process and document referrals timely, prioritizing urgent cases.
5. Manage cancellations and rebook patients within specified timeframes, escalating issues as needed.
6. Book appointments in line with current criteria and send acknowledgment and confirmation letters.
7. Handle telephone inquiries professionally, responding or escalating as appropriate.
8. Address enquiries and complaints promptly and sympathetically.
9. Maintain good communication with staff, wards, departments, and the public.
10. Rearrange appointments as necessary, contacting patients to notify of cancellations.
11. Record CNA and DNA statuses accurately.
12. Ensure accurate data entry on relevant databases.
13. Coordinate annual leave with colleagues and seek approval from Line Manager.
14. Assist in training new staff by demonstrating duties.
15. Follow standard operating procedures and seek supervisor advice when needed.
16. Provide cross-specialty cover during staff absences.
17. Understand and adhere to Welsh Assembly Referral to Treatment guidelines.
18. Undertake training and general office duties as required.
19. Follow protocols accurately and participate actively in departmental duties.
20. Adapt to service priorities and contribute to department flexibility.

Person Specification

Qualifications and Knowledge

• Understanding of routine work procedures through training and induction.
• Proficiency in Word, Excel, and similar software.

Experience

• Clerical experience or similar roles.
• Experience with Medical Records or hospital patient administration systems (PAS).

Skills and Attributes

• Polite and professional telephone manner.
• Ability to work under pressure.
• Prioritization skills to meet targets within deadlines.
• Ability to establish good working relationships across teams.
• Flexibility to work independently or as part of a team.

Other

• Problem-solving skills under pressure.
• Willingness to work under direction and independently.
• Commitment to high-quality standards.
• Flexibility and determination.
• Accuracy and methodical approach.

Disclosure and Barring Service Check

This post requires a Disclosure and Barring Service check due to the Rehabilitation of Offenders Act (Exceptions Order) 1975.