Patient Pathway Co-ordinator

The role of the Patient Pathway Co-ordinator is key to ensuring our patients are supported throughout the care they receive at RNOH. The post holder is responsible for the management of the whole patient pathway, from referral to discharge, including first outpatient appointment, diagnostics, planning of treatment, treatment, and follow-up appointments.The post holder will effectively handle telephone calls, correspondence, process complex referrals, book appointments and admissions, whilst ensuring that patients or visitors receive any information they need prior to accessing our services.

Job description

Receive new referrals and check hospital data systems to see if the patient has been previously registered with a hospital number.Register all patients who do not already have a hospital number, ensuring clear and accurateinformation is entered onto the Electronic Health Record (EHR) and that no duplicate records arecreated.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, highlightingany duplicate records and escalating to the medical records team.Screen referrals and allocate the referral to the appropriate team, using knowledge and judgement toassign complex referrals to the correct area.Use electronic patient information systems to scan, attach referrals, and create and actionworkqueues.Review triaging information from consultants and action the required next steps, communicating aconsultants decision not to treat or to accept the referral back to a patient, ensuring documentationis sent to the referrer and patient with the referrer and patient, as required.Contact referrers to clarify the information provided in referrals if this is unclear or incomplete.To action Advice and Guidance (A&G) requests on the e-RS system with responses from the clinicalteam, escalating where required.Manage the e-RS (e-Referrals System) worklists to ensure ASIs (appointment slot issues) andreferrals are appropriately managed, escalating where required.Use tact, negotiation and persuasion to ensure that referrals are triaged by the clinical team in a timelyfashion, and follow up with clinicians where referrals are not triaged in the expected time frame.Dispose of paper referral documentation in line with the Trusts Information Governance policy.Responsible for liaising with the commissioning team, in order to identify NHS eligibility for treatment.

Person specification

Communication and Relation Skills

Essential

• Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
• Able to induct new staff into the department, demonstrating tasks to colleagues.

Desirable

• Good attention to detail

Knowledge, Training & Experience

Essential

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
• Interpretation and analysis of reports, databases and spread-sheet information.

Desirable

• Previous NHS experience, or experience of working in a healthcare setting.

Analytical & Judgment Skills

Essential

• Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary.

Able to deal with sensitive information with tact, diplomacy and understanding.

An ability to provide accurate and appropriate non-clinical advice and information to others - colleagues, staff at all levels, patients and their families.

About the employer

At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly: