Assistant Patient Pathway Administrator - University of Oxford

Job overview

Patient administration underpins the patient journey and supports clinical teams in delivering high quality patient care and can make a real difference to the patient experience. Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.

The post holder has responsibility for assisting with the provision of a professional, comprehensive and efficient administrative service, which is effectively delivered to all patients and members of the Department. This will be through the delivery of a comprehensive administrative service to a specialty team

Main duties of the job

To provide an efficient outpatient reception service for all patients attending the OCDEM department. To provide an administrative service to support the Consultants, clinical and nursing staff and all patients under their care.

The post holder will also be part of a reception team covering three different roles. You will rotate within the roles providing main reception cover, podiatry reception cover and the podiatry co-ordinator role.

You will also be part of the wider administrative team providing the admin service that underpins the whole patient pathway.

Working for our organisation

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

Detailed job description and main responsibilities

1. Provide administrative support to Consultants, clinical staff and all patients under their care, including correspondence support and other administrative duties as required.
2. Provide reception cover for OCDEM main reception and podiatry reception on a rota basis.
3. Sort and prioritise incoming post, ensuring supporting information is available when appropriate and taking responsibility for actioning urgent items in the absence of the Consultant or other clinical staff.
4. Support patients under the Clinicians care by booking within the 18 week referral to treatment (RTT) pathway. Ensuring outpatient appointments are attended and follow up appointments are booked within Trust targets
5. Monitor urgent requests to ensure they are processed appropriately.
6. Work closely with all staff in the service to ensure compliance with 18 week referral to treatment (RTT) targets, escalating and intervening where necessary to expedite appointments to avoid breaches.
7. Maintain accurate and current patient records ensuring letters, clinical reports, diagnostic test results and other notes are uploaded into the correct patient EPR notes
8. Ensure patients that require discharge are processed accordingly and the Patients Missing Follow Up List is updated.
9. Request and coordinate patient notes from other hospitals and organisations, where the pathway requires input from these.

1. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust.
2. Provide a robust administration function that underpins the delivery of a high quality service and maintain effective working relationships with clinical, nursing and administrative staff.
3. Respond to communication and queries including email, face to face and over the telephone in a timely manner
4. Maintain patient confidentiality at all times.
5. Be flexible in your approach to work, such as covering other job roles at an appropriate grade or site, and to include varying working hours to ensure the service maintains a minimum level of cover during its core hours of 08:00 to 17:00.
6. Use the Trust IT systems (for example EPR) to register patients, make outpatient appointments, produce letters, ensure that details are correct, check in / check of outpatient appointments as instructed.
7. Contribute to on-going and future service development projects supporting continuous improvement of the services we provide.
8. Attend Departmental meetings and training as required to ensure that you maintain an up-to date working knowledge of service and trust procedures
9. Act in a manner aligned to our Trust Values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence.
10. Any other duties which may be needed to fulfil the objectives of the post, which are appropriate to the grade.

Person specification

Proven administrative experience

• years experience