Job summary
- Main area
- Outpatients department
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 432-HR834-24
- Employer
- East Suffolk and North Essex NHS Foundation Trust
- Employer type
- NHS
- Site
- Colchester Hospital
- Town
- Colchester
- Salary
- £22,383 per annum
- Salary period
- Yearly
- Closing
- 01/08/2024 23:59
Employer heading
Patient Pathway Co-ordinator - Contact Centre
NHS AfC: Band 2
We are one of the largest NHS organisation in England. Our scale provides exciting opportunities for development, innovation, research, education and training.
Talk to us about our range of flexible working opportunities, apprenticeships and staff benefits
Equality Diversity and Inclusion (EDI) is at the heart of all we do; and it forms part of the ESNEFT’s core activities. The Trust operates and relies on everyone treating each other with dignity and respect, to receive equitable and fair treatment in the implementation of Policies, Procedures and in its Practices, to foster positive work relationships, and finally to act with integrity as a professional within ESNEFT as well as a representative of the NHS as a whole. The EDI Agenda reflects the Trust values such as Optimistic, Appreciative and Kind. In line with the NHS Long Term Plan, People Plan, People Promise and a Model Employer intrinsic in the Equality Diversity and Inclusion Agenda, we consistently strive to improve, to take the learning into Action for a better ESNEFT.
If you are passionate about patient care and want to develop your skills and knowledge then we are keen to hear from you.
Job overview
We are currently recruiting for a dynamic and flexible outpatient Patient Pathway Coordinator.
You will be based at Colchester General Hospital, but may need to cover at other Trust sites on occasion to meet the needs of the service. You will be working within a very demanding but rewarding environment and will need to be flexible.
You will be required to work across a 5 day working week within the opening hours of the Contact Centre which is Monday to Thrday 08:00 - 18:30, Friday 0800 - 1700 with Saturday working (optional) as and when needed to meet the service needs.
Main duties of the job
The role will consist of booking patients appointments, referral management and providing customer service to patients in an efficient and sensitive manner via telephone.
You will have previous experience working in a customer service environment preferably within the NHS and will possess good organisational and communication skills in order to liaise with various areas internally and external to the Trust. You must possess a clear and confident telephone manner.
The ability to effectively & efficiently organise workload is essential. You will be required to work within Referral to Treatment (RTT) pathways, and comply with national and local waiting time outpatient targets. Knowledge of NHS computer systems would be advantageous, but you may also be familiar with other computerised booking systems.
Working for our organisation
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients’ own homes.
We are one of the largest NHS organisations in England, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what’s widely regarded as the world’s best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A
Detailed job description and main responsibilities
Main Duties and Responsibilities:-
- Check GP referral letters and register patients on Medway and CAB where necessary.
- To be aware of the 18 week RTTP Target and the Trust and patient’s responsibilities therein.
- Submit referrals for assessment and make new outpatient appointments as prioritised by the Consultants.
- Telephone patients to negotiate appointments, or print and send partial booking letters as appropriate.
- Manage all electronic referrals as Trust policy.
- To work progressively towards the implementation of ERS project through direction from management team.
- To amend work processes as directed in line with changes to booking practices as instructed by management team in the implementation of ERS and partial booking.
- Deal with patient telephone enquiries across a range of specialties.
- Make follow up appointments, in line with partial booking, as requested by Medical Secretaries, Wards, Clinics, Departments & other hospital sites.
- Cancel and re-arrange clinics as requested, and inform patients of such arrangements.
- Liaise with the Senior Patient Pathway Manager and Supervisors, and Nursing Staff/Medical Secretaries/Medical Records/other departments and outlying hospital sites.
- Assist in the maintenance and control of the clinics to ensure an efficient service to both the patients and the Doctors.
- Any other duties as delegated by the Patient Pathway Supervisors/ Patient Pathway Manager
- To ensure that patients are offered appropriate appointments, in line with
- Departmental protocols and guidelines, maintaining 18 week RTT rules whilst adhering to the Trust Access policy
- To deal with telephone callers politely and efficiently, either in person or by transferring to the relevant department.
- To help and support all members of the Team by having a flexible approach to both workload and working patterns.
Please see attached job description for full details
Person specification
Qualifications
Essential criteria
- GCSE Grade C (or equivalent) standard in English/Maths
Knowledge
Essential criteria
- Good keyboard skills
- Good communication skills
- Able to use initiative and judgment and organise own work and work within a team
- Clerical skills
Desirable criteria
- Previous knowledge of hospital work and systems
- Knowledge of computer data systems and/or Medway
- Knowledge of confidentiality
Experience
Essential criteria
- Should be able to work in a crowded and stressful environment
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Jacqueline White
- Job title
- Service Manager Outpatients
- Email address
- [email protected]
- Additional information
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