PCAT Senior Patient Pathway Coordinator

Job Summary

The post holder will be responsible for the line management of the administrative staff and for ensuring the smooth running of the directorate in relation to its administration functions. They will manage the administrative, clerical, secretarial and patient co-ordination needs of the directorate, and ensure, through monitoring of workloads, that activity targets are met and patient management aligns with the patient access policy.

They will also manage various projects and developments from inception to implementation.

• Communication and Patient Liaison: communicate complex or sensitive information clearly with the multidisciplinary team, patients and families, visitors or carers, and other clinicians involved in care; provide excellent customer service; manage telephone calls; provide patients with information about appointments or non-clinical guidance; resolve complex queries and escalate as needed; respond to e-mail and In-Basket queries; use hospital information systems to produce accurate correspondence;
  
  handle stressful situations with tact and empathy; address patient concerns or complaints.
• Coordinating Care: oversee administrative work within a designated specialty or department; register referrals; book or reschedule appointments and diagnostics; monitor patient pathways to ensure timely care; identify and mitigate delays; manage outpatient waiting lists and lead PTL meetings; prepare information for MDT meetings; ensure preparation for clinics or admissions; procure items related to patient admissions.
• Supporting Clinical Teams: organise meetings, provide diary management and leave processing, advise on administrative processes, aid new team members, support governance issues, and assist with department initiatives.
• Data Management and Quality: maintain accurate patient demographic data; ensure timely data capture; validate data for non-admitted patients; identify missing data items; extract data for reporting; assist in preparing and submitting reports; administer and maintain hospital information systems; maintain department databases or logs.
• People Responsibilities: provide day-to-day management of a team of administration staff; allocate work; ensure adequate cover through rota management and leave planning; conduct annual appraisals and staff development; induct and develop staff; participate in recruitment processes; cascade information; onboard new starters; provide cross-cover and assist volunteers.
• Service Development and Improvement: identify trends and capacity issues; collate and present service performance data; participate in service improvement initiatives; investigate performance issues and compile reports; update clinical and management teams on service delivery; support implementation of new Trust-wide systems; utilise IT reports (e.g., Epic) to support service development.
• General Administration and Office Duties: handover outstanding procedures at shift end or absences; provide secretariat support; manage stock and department diaries; identify environmental or maintenance issues; manage generic inboxes; maintain patient confidentiality; report faults; adhere to dress code and professional appearance; cover administrative areas as needed; identify and escalate risks; strive for an efficient administrative service.

Essential

Educational and Qualifications

• Evidence of continuing professional development

Knowledge and Experience

• Experience in Healthcare
• Experience of managing and supervising groups of staff
• Able to work on own initiative, manage time and prioritise workload
• Experience of training staff
• Extensive previous secretarial PA / managing administrative staff experience

Desirable

• Experience of using Epic IT system

Skills and Competencies

• Able to work under pressure

Disclosure and Sponsorship

This post may be subject to disclosure checks and sponsorship requirements in line with applicable UK regulations.