Patient Pathway Coordinator - Neonates

Detailed job description and main responsibilities

Communication and Patient Liaison

Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values. 

Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients

• Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
• Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In-Basket’.
• Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate. 
• Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.

Coordinating Patient Care

PTL monitoring / updating to ensure RTT pathways are correct and Access Policy. Plus proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers with any escalation of breaches as required.

• Responsible for booking of patient’s appointments, diagnostics and inpatient stays, throughout their patient pathway.
• Corresponding with patients, practices and internal staff.
• Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
• Management of patient correspondence via text reminder services.
• Responsible for checking all patients are accurately placed on the waiting list on the Epic system.
• Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes.
• Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.
• Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
• Process and register referrals, booking outpatient appointments within Epic.
• To book interpreters as required.
• Collate required patient information at the request of clinical teams.

Supporting Clinical Teams

Management of clinical staff inboxes and flagging of high priority correspondence.

• Management of virtual clinics, where applicable.
• Monitoring of ‘InBasket’ function for internal correspondence.
• Monitoring relevant work queues relating to the service.
• Coordinating of clinic template amendment / cancellation forms.
• Clinical diary management for the purposes of arranging leave.
• Attendance at meetings when required.
• Supporting clinical teams on rota management where appropriate

Data Management, Data Quality and Systems Responsibilities

• Input and access information on Epic as required.
• Ability to use Epic to an advanced level and accurately inputting data and editing entries as required.
• Record and capture patient information appropriately and in line with Standard Operating Procedures.
• Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
• Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue.
• Supporting data quality workstreams and work-queues where appropriate.
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