Job summary

An exciting opportunity has arisen for a Band 3 Patient Pathway Administrator within the Women's and Men's Health Physiotherapy team. The Women's and Men's Health Physiotherapy team delivers a comprehensive range of services in gynaecology, urogynaecology, obstetrics, urology, colorectal surgery, and sexual health. We are a team of 12 including clinical and administrative staff, and are based over three sites - the John Radcliffe, Churchill and Horton General Hospitals.

This administrative role is integral to the team, both in facilitating the patient pathway in line with the Elective Access policy, and supporting clinical staff in delivering high quality patient care. We are seeking to appoint a proactive, motivated individual who enjoys working in a busy environment. The post holder will need to have strong administrative skills. This position if for hours per week, working across 5 days (Monday to Friday).

Main duties of the job

Patient administration is critical to supporting 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 will assist the Lead Administrator with the provision of a professional, comprehensive and efficient administrative service, including :

Providing administrative support to clinical staff, including outpatient diary management, patient correspondence support and other administrative duties as required.

Supporting patients under the clinicians' care by booking relevant appointments in line with the 18-week referral to treatment (RTT) pathway.

Providing general administrative support including dealing with telephone and email enquiries.

The post holder will be expected to have strong IT skills, be capable of using his / her own initiative, take responsibility for organising the workload, and enjoy working both independently and as a team member.

About us

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

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.

We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

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.

Job description

Job responsibilities

Pathway administration

1. Assist the Lead Administrator in providing administrative support to clinical staff and all patients under their care, including diary administration, correspondence support and other administrative duties as required.

2. Support patients under the Clinicians care by booking relevant appointments in line with the 18-week referral to treatment (RTT) pathway.

3. 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 and procedures to avoid breaches.

4. Maintain an accurate waiting list through regular validation and updating of patient records on EPR.

5. Ensure that patients are informed of their appointment date and have access to all relevant supporting information.

6. Ensure that appropriate action is taken following both patient and hospital cancellations, such that utilisation of service capacity is maximised.

7. Ensure cancellations are appropriately rescheduled in accordance with Trust Policy, and escalated as required.

8. Act upon queries from referrers, patients and other relevant parties in liaison with clinical staff. Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic hospital procedures and terminology.

Communication and Relationship Responsibilities

1. Act as the first point of contact for patients and their families, demonstrating high levels of customer care and be an ambassador for customer care within the Trust.

2. To appropriately and sensitively respond to patients who may have high levels of pain, anxiety or aggression.

3. To maintain robust lines of communication and build effective working relationships with clinical and non-clinical colleagues.

4. Maintain patient confidentiality at all times.

General Administrative Duties

1. Take telephone calls from patients / carers and other professionals, dealing with callers in an efficient and helpful manner and give relevant information as appropriate adhering to data protection policy and liaising with clinical staff as necessary.

2. Respond to communication and queries including email, face to face and telephone in a timely manner.

3. Deal with sensitive / confidential information patient records, in an appropriate manner.

4. To cover as appropriate for absent colleagues where necessary to ensure the smooth running of the department.

5. Use the Trust IT systems ( EPR, Alden, etc.) to register patients, make outpatient appointments, ensure that details are correct, check in / check out outpatient appointments as instructed.

6. Attend departmental meetings and training as required to ensure that you maintain an up-to-date working knowledge of service and trust procedures.

7. 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.

8. Deputise for more senior administrative staff when required.

9. Complete and send stock / nonstock requisitions as required and present to the Principal Physiotherapist for signature. Ensure requisitions are sent to procurement as required.

10. Undertake daily administrative tasks processing new referrals, opening mail, filling, photocopying, booking appointments and ordering patient transport, etc.

11. To assist with the monitoring of stocks of equipment ( paper roll, gloves)

12. To input data onto databases as required, using Word or Excel as appropriate.

13. Any other duties which may be needed to fulfil the objectives of the post, which are appropriate to the grade.

Person Specification

Qualifications / Skills

Essential

• Good general level of education ( 5 GCSEs grade C or above or equivalent)
• Ability to prioritise.
• Ability to work independently, but also as a member of a team.
• Competence in use of various software packages
• Excellent communication skills both written and verbal

Experience

Essential