Work as part of a team within a dedicated speciality/patient group to ensure that all administrative functions for patients from the time of GP referral to the time of discharge are coordinated in line with specific care pathway instructions to facilitate the smooth running of the patients’ journey. Where a patient has multiple specialist needs, assist the patient in coordinating their pathways to reduce multiple appointments across the Trust
- General administrative duties for the department such a, filing of all correspondence (including patient letters), results, photocopying and distribution of mail - identify and
- Ensure copies of letters, discharge summaries etc. are sent, on request, within the agreed timeframe where appropriate.
- Review the actions and instructions generated from the transcription service when requested e.g., ensuring that correspondence or test results are sent to a clinician in a different specialty.
- Support the team in answering telephone calls and dealing with enquiries in a helpful and courteous manner, using initiative and discretion or directing the call to the appropriate staff member.
- Ensure requests from clinicians/nursing staff for clinic changes, cancellations and creations are processed with the appropriate team in accordance with Trust policy.
- Phone patients to provide instructions, reminders, and information where necessary.
- Attend and participate in meetings relevant to the role as required.
- Provide patient navigation services for satellite and off-site locations.
- Process confidential patient-sensitive documentation to and from patients, other healthcare professionals and external agencies.
- Deal with concerns/complaints as appropriate, immediately escalating where necessary to the appropriate manager for prompt action.
- This job description outlines the current main responsibilities of the post.
Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.
Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers’ money, being safe and meeting our external duties, and building a strong organisation.
Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.
Click here to view our video Welcome to the Royal Free
Work as part of a team within a dedicated speciality/patient group to ensure that all administrative functions for patients from the time of GP referral to the time of discharge are coordinated in line with specific care pathway instructions to facilitate the smooth running of the patients’ journey. Where a patient has multiple specialist needs, assist the patient in coordinating their pathways to reduce multiple appointments across the Trust.
MAIN DUTIES AND RESPONSIBILITIES
World Class Care Values
The post holder will offer World Class Care to service users, staff, colleagues, clients and patients alike so that everyone at the Royal Free can feel:
- welcome all the time
- confident because we are clearly communicating
- respected and cared for
- reassured that they are always in safe hands
Responsibilities
Understands and follows the administrative input required to support the patient’s standard clinical pathways from the time the patient is referred through to discharge.
Coordinates all administrative processes for each patient’s pathway to ensure it is managed smoothly and within agreed time frames.
Ensure all patient demographics and contact details are kept up to date on Cerner.
When accessing patient records ensure computerised tracking systems are used appropriately.
Phone patients to provide instructions, reminders and information where necessary.
Attend and participate in meetings relevant to the role as required.
Provide patient navigation services for satellite and off site locations where required.
Check with Admissions on a regular basis that patients have been added appropriately to the elective waiting list.
Provide cross-cover for other patient navigators to ensure a consistent and effective administration service is maintained at all times. 1.10 Process confidential patient-sensitive documentation to and from patients, other healthcare professionals and external agencies.
Deal with concerns/complaints as appropriate, immediately escalating where necessary to the appropriate manager for prompt action.
Patient Pathway Planning
Manage referrals received by the specialty by working closely with clinicians to ensure that patients are placed on the correct clinical pathway.
Ensure that simple tests or pre-investigations have been ordered where necessary.
Ensure effective communication channels are in place and that key stakeholders including patients, families and carers are informed of the communication details and hours of work.
Arrange transport (in line with trust procedure) and translation services where necessary.
Identify and seek to resolve bottlenecks or delays in the patients’ pathways, escalating issues where necessary to the clinical pathway manager. Ensure that all patient administration is carried out in line with Trust policies and procedures.
Coordinate appropriate appointments for patients in partnership with the OAC (including rescheduling and booking follow- up appointments) as directed by the clinicians in line with the clinical pathway and the patient’s individual needs to prevent multiple hospital attendances.
Monitor clinic lists to assess workflow and escalate any issues where necessary.
Ensure the patient understands their care pathway and is aware of appointments and any changes.
Monitor investigations and tests to ensure they have been completed and results/reports are available prior to appointments and consultations with the clinical team.
Ensure all appointments are compliant with the Trust Access Policy and national targets. Where appointments are cancelled these should be rebooked within the appropriate time frame.
Responsibilities For Information and Resources
3.1 Ensure there is a sufficient supply of specialty specific patient information leaflets relating to different pathways and conditions. Ensure that contact details on leaflets remain up-to-date.
3.2 Notify relevant departments and Medical Records when informed of the death of a patient and cancel future appointments to prevent further distress for families.
3.3 Oversee the transfer of all relevant information including electronic forms and referral letters to the Trust Minimum Data Set (MDS) team for the patient’s 18-week RTT pathway when the patient is referred to another trust.
3.4 Ensure a high standard of data quality is maintained, supporting the team with audits and data validation as required.
