Senior Pensions Officer

Job overview

The Weight Management Patient Pathway Coordinator is a vital role within the newly established weight management service. The post holder will work as part of the endocrinology administrative team, supporting the multidisciplinary weight management team to deliver a high-quality administrative service. At all times providing a positive patient experience, and maintaining excellent customer service throughout the patient's journey.

The role is responsible for monitoring and managing weight management patient pathways, actively working with patients and the clinical team. This includes reviewing patient progress, identifying the next appropriate clinical step, and coordinating outpatient appointments, diagnostic investigations, follow-up appointments and education sessions in line with the clinical pathway and Trust policy.

As such, the post holder will need to develop a thorough understanding of the weight management pathway. As this position is a key link between the weight management MDT and the patient, frequently liaising between weight management specialties and our patients.

The post holder will also be responsible for preparing the MDT, supporting patients with completing their questionnaires, identifying potential pathway delays, supporting service improvement initiatives and pathway changes that enhance patient flow, reduce RTT breaches, and improve the overall patient experience.

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.
• 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.
• Work closely with the endocrinology and therapies administration teams to coordinate the booking of outpatient appointments
• Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
• Responsible for checking all patients are accurately placed on the waiting list on the Epic system.
• Responsible for checking and making sure that work queues are up to date in terms of appointment bookings.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

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

Detailed job description and main responsibilities

1. Coordinating Patient Care

• PTL monitoring / updating to ensure RTT pathways are correct and Access Policy. Plus, proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers with any escalation of breaches as required.
• Responsible for working closely with OPAC and the OP Systems Team in booking of patient’s appointments, diagnostics and inpatient stays, throughout their patient pathway.
• Work closely with the endocrinology and therapies administrative teams to coordinate patient care.
• Corresponding with patients, practices and internal staff.
• Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
• Management of patient correspondence via text reminder services.
• Responsible for checking all patients are accurately placed on the waiting list on the Epic system.
• Responsible for checking and making sure that work queues are up to date in terms of appointment bookings.
• Support compliance with NHS RTT waiting time standards by proactively tracking patients, identifying delays and escalating concerns to relevant clinical and operational teams.
• Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.

2. Supporting Clinical Teams

• Management of virtual clinics, where applicable.
• Monitoring relevant work queues relating to the service.
• Coordinating of clinic template amendment / cancellation forms.
• Attendance at meetings when required, including minute taking

3. Data Management, Data Quality and Systems Responsibilities

• Input and access information on Epic as required.
• Ability to use Epic to an advanced level and accurately inputting data and editing entries as required.
• Record and capture patient information appropriately and in line with Standard Operating Procedures.
• Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
• Supporting patients to successfully register on MyChart App
• Supporting data quality workstreams and work-queues where appropriate

4. Personal Development

• Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process
• Actively engage in Continuous Professional Development opportunities in line with set objectives
• Actively engage in appraisal process.

Person specification

Essential & Desirable

Essential criteria

• Educated to GCSE level or equivalent, with Grade 4/C or above in English and Maths.
• Experience of working in an administrative environment.
• Proficiency in Epic, Patient tracking lists and Work-queues.

Desirable criteria

• Understanding of Patient Access Targets

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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• might not be specific or relevant enough to address the criteria in the recruitment profile
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