Patient Pathway Team Leader (POD 2)

Job overview

Patient Pathway Team Leader (Band 5)

Croydon University Hospital has an exciting role in POD 2 managing the Cardiology service.

The post holder will oversee the day to day operational management for each of these services. The POD are a point of contact for all administrative issues relating to patients’ pathway of care. The post holder will work as part of a multi-disciplinary team and will provide expertise in the proactive management of the Cardiology Rota , ensuring the entire pathway is managed smoothly.

Interview Date TBC

Main duties of the job

The post holder will ensure that standard operating procedures are followed, ensuring achievement of all performance targets. The team leader will be responsible for providing regular updates on performance and the escalation of issues which hinder the delivery of a smooth patient pathway to the Operations Manager.

Working for our organisation

Around 4,100 staff provide services for a population of over 360,000 people who are relatively young with a high level of ethnic diversity. Our main hospital site, Croydon University Hospital is one of the busiest in London. We’re also leading the way in providing more healthcare outside hospitals at clinics, specialist centres and in people’s homes.

Croydon Health Services puts a great deal of importance on education and training throughout the careers of all of our staff. If you want the opportunity to have a real impact, challenge yourself and be part of an NHS Trust that’s making a real difference then a career at Croydon Health Services could be just what you’re looking for.

Detailed job description and main responsibilities

***Please see the attached supporting document which contains more information about the role in job description and person specification***

Person specification

Qualifications & Training

• Educated to degree or equivalent experience/qualification
• Evidence of ongoing continuous personal development and training
• Computer Literacy course

• Management qualification or relevant experience
• Project Management skills
• Budget holding experience

Experience & Knowledge

• Experience of using full range of IT systems and patient data systems (including excellent understanding of MS Office packages)
• Through knowledge of healthcare administrative systems and processes
• Experience of managing staff
• Experience of working with patients and providing information regarding their appointments
• Experience of managing patient complaints
• Office management experience including conducting staff appraisals and setting objectives in line with trust objectives and PDP's
• Knowledge of specialty POD patient pathways/trouble shooting Electronic Patient Records (EPR) issues
• In depth understanding of medical terminology appropriate to specialism including specialty specific patient pathways
• Experience of customer service in a multi cultural environment
• Knowledge and understanding of the importance of equal opportunities
• Demonstrates understanding of importance of maintaining privacy and dignity
• Experience of prioritizing own workload in a highly pressurized working environment
• Experience of serving on taskforces and / or committees
• Understanding of current health service sector issues

• Knowledge of financial / business analysis techniques

Personal Qualities

• Ability to build and maintain strong relationships with colleagues at all levels making a positive contribution to effective multi-disciplinary team working
• Excellent understanding of patient priorities and performance targets related to appointments and waiting times
• Excellent interpersonal skills with the ability to communicate effectively with people at all levels
• Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
• Ability to initiate and co-ordinate change to own working practices whilst contributing to service improvements
• Advanced use of electronic Patient Administration Systems with the ability to interrogate the system
• Skilled in the use of IT/patient data systems e.g. Cerner, TARN
• Sets high standards of communication and customer care for self and others with the ability to adapt communication style as required
• The ability to respond in a flexible manner to competing demands of the service, teams and individual workload
• To be able to use influencing skills to facilitate and maintain change whilst supporting others in their work
• Effective time management skills in order to prioritise workload of self and others
• Effective delegation skills ensuring others follow instructions; adhere to organisational policies, protocols and procedures
• Training, coaching and mentoring skills
• Ability to manage in a 360 degree manner providing assurance and administrative success
• Ability to utilise appropriate assertiveness skills (including conflict resolution) whilst acting with integrity at all times
• Skills in program planning and implementation.
• Ability to make administrative/procedural decisions
• Ability to act independently within occupational guidelines
• Able to demonstrate clear leadership ensuring teams work to tight deadlines whilst maintaining a professional attitude