[ref. z33478502] Patient Pathway Co-ordinator

Job overview

Patient Pathway Co-ordinator

Hours: 37.5 hours per week, all MKUH roles will be considered for flexible working

This post requires the individual to be empathetic at all times dealing with sensitive and complex situations including answering the telephone, making or cancelling appointments and signposting to the appropriate services. Sometimes these phone calls could be patients or relatives calling to ask for advice or raise concerns which the individual needs to answer and escalate appropriately.

Typing weekly clinic letters and amending the letters with close collaboration with Palliative Consultants are a big part of this role. Ensuring the correct letters and contents are sent to patients in a timely manner.

Collecting and completing data is also another responsibility of this role. In addition, the post holder is expected to support the Lead Nurse for Palliative and EOL care with any additional tasks as well as supporting the team when needed.

Occasional visits to the ward area may be needed to support the Lead Nurse for Palliative and EOL Care with additional tasks and disseminating information and replenishing EOL Care Comfort boxes.

Please note that we are not able to offer sponsorship for this role at this time.

Interview date: 14/04/2025

Main duties of the job

To be the point of contact for all patients’ issues relating to their pathway of care, both for inpatients and outpatients.

To work as part of a multidisciplinary team for the Palliative and End of Life ‘EOL’ Care Team, supporting the outpatient clinics, typing and sending clinic letters, answering the phones and making phone call to patients and relatives and day to day administrative tasks.

To provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly.

To ensure high levels of patient and clinician satisfaction by being an accessible, customer focussed and knowledgeable point of contact.

Provide comprehensive secretarial/PA support to consultants and clinical teams within the Palliative and EOL Care Team.

• 65% of administrative and clerical staff report achieving a good balance between work and home life and are satisfied with the opportunities for flexible working patterns.’ (NHS Staff Survey 2023).

We care We communicate We collaborate We contribute

You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:

• Free on-site parking
• Free refreshments
• Great flexible working opportunities
• Discounted gym membership
• Lease car scheme
• Generous annual leave and pension scheme
• On site nursery (chargeable)
• Extensive staff health and well-being programme

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Detailed job description and main responsibilities

Use Trust IT systems and Palliative care databases to ensure relevant and appropriate patient information is entered and captured.

Undertake general typing duties for clinic letters, specialist and/or confidential reports e.g. DVLA, Registration of blind patients, inquests, police reports.

Investigate any patient DNAs and deferrals, communicating the results to the Consultants and business unit team as appropriate, updating CRS and waitlists accordingly.

Cancellations – communicate the details to the Clinician ensuring that all information is available. Notify the General Practitioner and update CRS and waitlists.

Monitor and manage clinic lists for review by consultants.

Facilitate and arrange meetings and room bookings, related to the management of the patient pathway.

Provision of PA support to Palliative and EOL Care consultants and their teams as directed.

Please refer to the attached Job Description for further details.

We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.

MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.

This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.

Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.

Person specification

Qualifications and knowledge

• Good general education including English at GCSE (Grade C or above) or equivalent
• Good standard of spoken English.
• Strong IT skills Word/Excel to NVQ level 3 or equivalent.

• Typing qualification or equivalent experience.
• ECDL qualification or equivalent.
• First line management qualification or relevant supervisory experience.

Experience

• Relevant secretarial / administration experience working within a clinical environment.
• Experience of using IT / patient data systems.
• Ability to accurately input and retrieve information on a computerized system, whilst adhering to complex local and national policies and guidelines.
• Experience of handling inbound and outbound telephone calls of a potentially sensitive nature

• Worked within a hospital environment.

Skills

• Effective verbal and written communication skills / good telephone manner.
• Experience of working in a team and developing effective working relationships with staff at all levels.
• Evidence of working under pressure to deadlines and dealing with difficult situations eg, patients and public.
• Organisational skills and ability to prioritise workload.
• Good attention to detail
• Take responsibility for own actions, behaviours and achievements of work objectives and goals.
• Manage and interpret data correctly to inform decision making.
• Knowledge of medical terminology.

Personal and people development

• Must be able to work as a team member
• Flexible and positive approach to working.
• Professional attitude and appearance and demonstrate courtesy at all times.
• Stay composed with conflicting priorities

Communication

• Good communication skills in all circumstances
• Ability to communicate sensitively.

Specific requirements

• Able to perform the duties of the post with reasonable aids and adaptations