Band 5 Clinical Pathway Manager for Trauma and Orthopaedics

Job summary

To lead a team of Patient Navigators or Clinical Pathway Administrators and be responsible for the smooth running of the patient journey from referral to discharge from Trust care by ensuring that coordinated and streamlined administrative processes revolve around the patient and their individual needs

Main duties of the job

The Trauma and Orthopaedic service is looking for a dynamic and resilient clinical pathway manager to join our team. This is a pivotal role within the team and will be supported by the Service Manager. You would be responsible for maintaining service delivery and improvement within the department.

• Be able to support, lead, and manage three staff
• Be proactive, enthusiastic, and resilient
• Be able to lead in improving processes
• Be able to build collaborative working relationships with clinicians

A primary focus will be RTT managing an allocated workload as well as managing the administrative team. The successful candidate will be based at our Hampstead site with occasional travel .

The successful candidate will be expected to act with autonomy for the day to day management and supervision of the administration staff to ensure an excellent level of customer service. They will be required to demonstrate the Trust values, the responsibilities of the job description and person specification and in particular have experience of line managing staff, working with various staff groups and excellent communication & organisational skills.

About us

The Royal Free London NHS Foundation Trust is one of the UK's biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.

Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top.

For more information please follow linkhttps://www.royalfreelondonjobs.co.uk/

Job description

Job responsibilities

MANAGEMENT DUTIES AND RESPONSIBILITIES

• Supervise the day to day work of the administrative team.
• Ensure that patient navigators and other members of the administrative team adhere to Trust policies and standard operating procedures at all times, highlighting to senior management any situations where this is not achievable.
• Manage sickness/absence and recording of annual leave of the team, ensuring service delivery is not compromised.
• Ensure ESR information including annual leave, sickness absence and any changes in employment contracts for the administrative team are maintained in conjunction with HR and payroll.
• Ensure an equitable allocation and distribution of workload across all teams, with staff working flexibly to accommodate the needs of the patients and the clinicians they are supporting.
• Manage the recruitment process for the appointment of new staff with support from the service manager.
• Coordinate and engage in the induction of new team members across the Trust, sharing knowledge and expertise of administrative processes and functions.
• Monitor individual and team performance regularly, holding 1:1 meetings, appraisals (SDRs) according to Trust Policy and team meetings.
• With the support of the relevant manager, be responsible for conducting any investigation with regards to performance and conduct issues in line with Trust policy & guidelines.
• Review probationary periods in line with the policy.
• Ensure the team is compliant with mandatory and statutory training (MaST) in line with Trust requirements for administrative staff, and appropriately trained and competent in standard operating procedures relating to their role including all relevant electronic systems.
• Ensure bank/agency staff time sheets are submitted and actioned in a timely way if required and manage the use of bank/agency staff in a cost effective way.
• Offering support and guidance to team members and where necessary make recommendations to professional services e.g. OH; counselling services etc.
• To order and maintain agreed levels of stationery/non-stock items in the department and authorise orders where appropriate working within allocated budget limits.
• Report and coordinate any maintenance work needed within the department.
• Provide new doctors with instruction for the use of digital dictation and an overview of the administrative support available to them.
• Provide reasonable cross-cover for other administration managers and staff members within the team to ensure a consistent and effective service is maintained at all times.
• Process confidential patient-sensitive documentation to and from patients, other healthcare professionals and external agencies.
• Set expectations regarding levels of World Class Care customer services and ensure all staff understand these and maintain them.
• Provide guidance and operate as the repository of expertise for the specialty areas and patient pathways covered.
• Deal with concerns/complaints as appropriate, immediately escalating where necessary to the appropriate manager for prompt action.
• This job description outlines the current main responsibilities of the post. However the duties of the post may change and develop over time and may therefore be amended in consultation with the post holder.

PATIENT PATHWAY PLANNING

• Understand the standard operating procedures for navigator functions and ensure that team members work to the standard.
• Cascade and/or escalate details of any delays or bottlenecks identified by patient navigators and administrators within the booking process which will affect the patient journey and/or delivery of clinical services.
• Ensure all written or verbal enquiries from patients, carers and external agencies in relation to hospital admissions, appointments and general enquiries are received and responded to in a courteous and diplomatic manner and managed efficiently by the administrative team.
• Ensure patients are communicated with effectively and in a timely fashion in relation to their appointments via email, phone or letter.
• Ensure patient records (manual and electronic) are updated in a timely manner; ensuring that information entered onto the system is in line with the Trust data quality standards.
• Ensure patients appointments are booked or changed in line with the Trust access policy, highlighting issues and taking corrective action where necessary.
• Where necessary liaise with the overseas patient officer regarding individual cases.

MONITORING AND REPORTING

• Monitor performance of the team in relation to achieving identified key performance indicators, national waiting list targets, and compliance with standard operating procedures and Trust access policies.
• Ensure effective audit trails are in place to evaluate care pathways and models of practice.
• Produce reports (routine and ad-hoc) as requested by the management team.
• Agree measures with clinicians to monitor outcomes from clinics and or specified services (e.g. the number of attendances, source of referral, DNA rate etc.) and produce monthly performance reports.
• Ensure that patient feedback is captured and cascaded to relevant staff groups.

Job description
Job responsibilities

MANAGEMENT DUTIES AND RESPONSIBILITIES

• Supervise the day to day work of the administrative team.
• Ensure that patient navigators and other members of the administrative team adhere to Trust policies and standard operating procedures at all times, highlighting to senior management any situations where this is not achievable.
• Manage sickness/absence and recording of annual leave of the team, ensuring service delivery is not compromised.
• Ensure ESR information including annual leave, sickness absence and any changes in employment contracts for the administrative team are maintained in conjunction with HR and payroll.
• Ensure an equitable allocation and distribution of workload across all teams, with staff working flexibly to accommodate the needs of the patients and the clinicians they are supporting.
• Manage the recruitment process for the appointment of new staff with support from the service manager.
• Coordinate and engage in the induction of new team members across the Trust, sharing knowledge and expertise of administrative processes and functions.
• Monitor individual and team performance regularly, holding 1:1 meetings, appraisals (SDRs) according to Trust Policy and team meetings.
• With the support of the relevant manager, be responsible for conducting any investigation with regards to performance and conduct issues in line with Trust policy & guidelines.
• Review probationary periods in line with the policy.
• Ensure the team is compliant with mandatory and statutory training (MaST) in line with Trust requirements for administrative staff, and appropriately trained and competent in standard operating procedures relating to their role including all relevant electronic systems.
• Ensure bank/agency staff time sheets are submitted and actioned in a timely way if required and manage the use of bank/agency staff in a cost effective way.
• Offering support and guidance to team members and where necessary make recommendations to professional services e.g. OH; counselling services etc.
• To order and maintain agreed levels of stationery/non-stock items in the department and authorise orders where appropriate working within allocated budget limits.
• Report and coordinate any maintenance work needed within the department.
• Provide new doctors with instruction for the use of digital dictation and an overview of the administrative support available to them.
• Provide reasonable cross-cover for other administration managers and staff members within the team to ensure a consistent and effective service is maintained at all times.
• Process confidential patient-sensitive documentation to and from patients, other healthcare professionals and external agencies.
• Set expectations regarding levels of World Class Care customer services and ensure all staff understand these and maintain them.
• Provide guidance and operate as the repository of expertise for the specialty areas and patient pathways covered.
• Deal with concerns/complaints as appropriate, immediately escalating where necessary to the appropriate manager for prompt action.
• This job description outlines the current main responsibilities of the post. However the duties of the post may change and develop over time and may therefore be amended in consultation with the post holder.

PATIENT PATHWAY PLANNING

• Understand the standard operating procedures for navigator functions and ensure that team members work to the standard.
• Cascade and/or escalate details of any delays or bottlenecks identified by patient navigators and administrators within the booking process which will affect the patient journey and/or delivery of clinical services.
• Ensure all written or verbal enquiries from patients, carers and external agencies in relation to hospital admissions, appointments and general enquiries are received and responded to in a courteous and diplomatic manner and managed efficiently by the administrative team.
• Ensure patients are communicated with effectively and in a timely fashion in relation to their appointments via email, phone or letter.
• Ensure patient records (manual and electronic) are updated in a timely manner; ensuring that information entered onto the system is in line with the Trust data quality standards.
• Ensure patients appointments are booked or changed in line with the Trust access policy, highlighting issues and taking corrective action where necessary.
• Where necessary liaise with the overseas patient officer regarding individual cases.

MONITORING AND REPORTING

• Monitor performance of the team in relation to achieving identified key performance indicators, national waiting list targets, and compliance with standard operating procedures and Trust access policies.
• Ensure effective audit trails are in place to evaluate care pathways and models of practice.
• Produce reports (routine and ad-hoc) as requested by the management team.
• Agree measures with clinicians to monitor outcomes from clinics and or specified services (e.g. the number of attendances, source of referral, DNA rate etc.) and produce monthly performance reports.
• Ensure that patient feedback is captured and cascaded to relevant staff groups.

Person Specification

Royal Free World Class Values

Essential

• Demonstrable ability to meet the Trust Values

Education and professional qualifications

Essential

• Educated to degree level or equivalent experience.
• Customer Services attendance certificate
• Strong working knowledge and proficient in the use of Outlook package - Power point, Excel, Microsoft Word as well as Access, email, Internet.
• Courses / further study attended to demonstrate evidence of personal development

Desirable

• RSA 2 or RSA 3 word processing/typing or equivalent experience.
• Knowledge of medical terminology.
• Courses / further study attended to demonstrate evidence of personal development.
• Knowledge of Cerner

Experience

Essential

• Previous experience of working with the public and/or patients in a healthcare environment
• Experience of interaction with all levels of staff
• Previous administrative and organisational experience
• Experience of managing and prioritising own workload and working to deadlines
• Experience of dealing with non -routine and complex problems
• Experience of managing staff
• Previous administrative and organisational experience

Desirable

• Experience of drawing up staff rosters
• Experience of dealing with non-routine and complex problems, progress chasing, resource and staff allocation

Skills and aptitudes

Essential

• Excellent written and verbal communication skills
• Excellent organisational skills with meticulous attention to detail
• Excellent customer care practice, being polite, sympathetic, patient and diplomatic
• Understanding patient confidentiality
• Ability to confidently interact and share knowledge with staff at all levels
• Proof of continuous learning and development
• Ability to use databases

Desirable

• Knowledge of Cerner
• Awareness of National and Trust pathway targets (such as 18 week RTT target)
• Ability to learn and assimilate information quickly

Personal qualities and attributes

Essential

• Ability to maintain excellent communication channels and good customer services
• Maintain a high level of professionalism in manner
• Ability to work under pressure and use own initiative to prioritise tasks
• Good interpersonal skills having a friendly and approachable manner
• Proactive, forward-thinking, quick problem solving attitude

Others

Essential

• Team work and ability to develop strong collaborative working relationships within different teams and relevant administrative, clinical and management staff
• Ability to work without direct supervision
• Reliability - good time keeping
• Ability to maintain excellent communication channels and good customer services
• Maintain a high level of professionalism in manner
• Ability to work under pressure and use own initiative

Desirable

• Ability to work flexibly to accommodate peaks and troughs of activity
• Ability to work without direct supervision

Person Specification
Royal Free World Class Values

Essential

• Demonstrable ability to meet the Trust Values

Education and professional qualifications

Essential

• Educated to degree level or equivalent experience.
• Customer Services attendance certificate
• Strong working knowledge and proficient in the use of Outlook package - Power point, Excel, Microsoft Word as well as Access, email, Internet.
• Courses / further study attended to demonstrate evidence of personal development

Desirable

• RSA 2 or RSA 3 word processing/typing or equivalent experience.
• Knowledge of medical terminology.
• Courses / further study attended to demonstrate evidence of personal development.
• Knowledge of Cerner

Experience

Essential

• Previous experience of working with the public and/or patients in a healthcare environment
• Experience of interaction with all levels of staff
• Previous administrative and organisational experience
• Experience of managing and prioritising own workload and working to deadlines
• Experience of dealing with non -routine and complex problems
• Experience of managing staff
• Previous administrative and organisational experience

Desirable

• Experience of drawing up staff rosters
• Experience of dealing with non-routine and complex problems, progress chasing, resource and staff allocation

Skills and aptitudes

Essential

• Excellent written and verbal communication skills
• Excellent organisational skills with meticulous attention to detail
• Excellent customer care practice, being polite, sympathetic, patient and diplomatic
• Understanding patient confidentiality
• Ability to confidently interact and share knowledge with staff at all levels
• Proof of continuous learning and development
• Ability to use databases

Desirable

• Knowledge of Cerner
• Awareness of National and Trust pathway targets (such as 18 week RTT target)
• Ability to learn and assimilate information quickly

Personal qualities and attributes

Essential

• Ability to maintain excellent communication channels and good customer services
• Maintain a high level of professionalism in manner
• Ability to work under pressure and use own initiative to prioritise tasks
• Good interpersonal skills having a friendly and approachable manner
• Proactive, forward-thinking, quick problem solving attitude

Others

Essential

• Team work and ability to develop strong collaborative working relationships within different teams and relevant administrative, clinical and management staff
• Ability to work without direct supervision
• Reliability - good time keeping
• Ability to maintain excellent communication channels and good customer services
• Maintain a high level of professionalism in manner
• Ability to work under pressure and use own initiative

Desirable

• Ability to work flexibly to accommodate peaks and troughs of activity
• Ability to work without direct supervision

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

Royal Free London NHS Foundation Trust
Address

Barnet Hospital

Wellhouse Lane

Barnet

EN5 3DJ

Employer's website