Regional Patient Pathway Coordinator Support
We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board support flexible working.
Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.
This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job overview
An exciting opportunity has arisen for a Patient Pathway Co-ordinator Support to work within the Regional Cataract Service, delivering change across Aneurin Bevan, Cardiff and Vale and Cwm Taf Morgannwg Health boards.
We are looking for an organised, enthusiastic individual who is self-motivated and has strong team leadership skills. The post holder will play a key part in delivering our transformation plans for Ophthalmology in the South East Wales Region
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
This role is a permanent role.
Main duties of the job
To provide an essential telephone support service relating to patient services, involving handling calls for Regional Ophthalmology service for outpatient and inpatient. To provide quality clerical support to the scheduling team and stakeholders.Ensuring all appointments are booked correctly and efficiently in a timely manner in accordance with Health Board Policies and Procedures and all documentation is updated in line with service requirements and standards. To answer telephone calls in an efficient and courteous manner ensuring a high level of professionalism is maintained.
To provide reception cover for Regional Ophthalmology service
The new team will be a central link to booking and scheduling teams across the region and strong communication skills are vital. Other key contacts for the role include Directorate Managers, Medical Leads, Nursing Leads and the Regional Programme Team.
Working for our organisation
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career.The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes.We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Detailed job description and main responsibilities- To undertake booking of appointments in line with set criteria ensuring that all protocols are adhered to.
- Organises own day to day workload.
- Responsible for updating all waiting list entries in line with departmental standards.
- To receive, process and document referrals within agreed time scales ensuring action is taken regarding urgent referrals in line with speciality requirements.
- Any cancellations are to be undertaken following the set criteria for the speciality. Patients must be rebooked within specified time scales. Any problems meeting these criteria, including late cancellations, should be highlighted immediately to the Line Manager.
- Ensure that all appointments are booked in line with the current booking criteria.
- Ensure acknowledgement and confirmation letters are sent to patients according to set criteria and protocols.
- To receive telephone enquiries in a timely and efficient manner maintaining a high level of professionalism.
- Respond to enquiries/queries, escalating issues when necessary
- Deal with telephone queries from internal and external agencies and patients in a professional manner in accordance with Data Protection and statutory policies and procedures.
- To deal with all enquiries and complaints promptly and sympathetically and inform the supervisor of any problems immediately.
- Maintain good communication and liaison with other staff, wards, departments and the general public.
- Cancel and re-arrange existing appointments. Responsible for contacting patients by telephone regarding the cancellation of appointments at short notice.
- Record CNA (Cannot attend appointment,) DNA (Did not attend for appointment) as per protocols.
- Record accurate and complete information for all patients on relevant databases.
- All staff to liaise with colleagues regarding annual leave prior to authorisation from Line Manager.
- Assist with basic training of new staff by demonstrating own duties.
- To work within standard operating procedures with supervisor on hand to give advice when necessary.
- Clerks are responsible for covering colleagues during periods of annual leave and sickness. (Provide cross speciality cover for each other).
- All staff must have full understanding of current Welsh Assembly Referral to Treatment guidelines.
- Undertake appropriate training.
- To undertake general office duties as required.
- To follow all protocols and standards, manual and computerised, ensuring these are undertaken accurately within agreed time scales.
- Flexible to the needs of the service to ensure smooth running of the department.
- Actively participate in the duties of the department as required.
- This is a new role and therefore will be open to a significant amount of change depending on the priorities within the service.
Person specification
Qualifications and Knowledge
Essential criteria- Good general education
- Understanding of a range of routine work procedures, which would require a combination of on-the-job training and a period of induction
- Computer literate
- Standard keyboard skills
- Proficient in software packages, including Word, Excel (2)
Experience
Essential criteria- Previous clerical experience or similar
- Previous Medical Records experience or knowledge of the hospitals patient administration system (PAS)
Skills and Attributes
Essential criteria- Good communication skills
- Polite and professional telephone manner
- Ability to perform well under pressure
- Ability to prioritise workload and achieve targets within given deadlines
- Ability to establish good working relationships with managers, clinicians, clerical staff at all levels
- Ability to work flexibly either as part of a team or using ones own initiative
- Welsh Language Skills are desirable
Other
Essential criteria- Ability to work and problem solve under pressure whilst achieving targets
- Willingness to work under direction but also a self-starter
- Demonstrate a commitment to achieving high quality standards of work
- Flexible to the needs of the service and determined
- Accurate/Methodical in all aspects of work
If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.