Job overview

The Patient Pathway Coordinator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service.

It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.

To monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies. To identify from the tracking list the next steps in the patient care pathway in line with clinical need. To ensure that pathways are actively managed and any appointments are made in line with the Trust’s Access Policy.

Furthermore, the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group. In addition, identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.

Main duties of the job

·           Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.

·           Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.

·           Resolve queries, using judgement to determine when to pass the caller on to a member of the clinical team.

·           Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.

·           Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In-Basket’.

·           Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.

·           Sending no contact letters, ad hoc letters and other correspondence as directed by senior staff.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. Transforming Healthcare is the vision at the heart of the King’s Strategy – 2026 to 2031. Together, we are pursuing six strategic ambitions: delivering high-quality patient care; being a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability.  Achieving these ambitions will require all of us to work as one Team King’s, united by a shared commitment to our values of being caring, collaborative, inclusive and innovative. By living these values every day, we will transform healthcare for our patients, our communities and each other

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.