Pathway Manager

Job overview

To lead a team of administrators who are responsible for providing a front-line reception service in the pre-assessment service and provide administrative support to the Nursing Staff working within the pre-assessment.

They will deliver a high standard of customer care to a wide range of client groups, including clinic multi-disciplinary teams, patients, relatives, and their carers. The post holder will be responsible for the smooth running of the patient journey within the service and assist to streamline administrative processes revolving around the patient and their individual needs.

The post-holder will develop strong working relationships and work closely with staff cross site, nursing staff, anaesthetists and members of the complex Multi-Disciplinary team. This includes working with consultants, divisional and operational managers. The post holder will be expected to directly line manage the administrative staff working in pre-assessment and provide cross- cover to their role in the event of absence and annual leave.

The post-holder must undertake effective forward planning to ensure that the administrative needs of the service are met and carry out a range of effective administration processes to support the delivery of high-quality patient care.

The administrator manager is responsible for the management and prioritisation of their own workload and the day-to-day management of the administrative team.

Main duties of the job

• Supervise the day-to-day work of the administrative team.
• Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction. Including to coordinate and engage in the patient feedback (FFT)
• Ensure that patient navigators and other members of the administrative team always adhere to Trust policies and standard operating procedures, 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, coordinating duty rosters of team where appropriate.
• Ensure ESR information including annual leave, sickness absence and any changes in employment contracts for the administrative team are maintained in conjunction with ER and payroll.
• Ensure an equitable and allocation and distribution of the workload across the team, 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 to the department with support of the service manager
• Coordinate and engage in the induction of new team members, sharing knowledge and expertise of the administrative processes and functions.
• Monitor individual and team performance regularly, holding 1:1 meetings, appraisals according to Trust Policy and Team meetings.

Detailed job description and main responsibilities

Supervise the day-to-day work of the administrative team.

Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction. Including to coordinate and engage in the patient feedback (FFT)

Ensure that patient navigators and other members of the administrative team always adhere to Trust policies and standard operating procedures, 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, coordinating duty rosters of team where appropriate.

Ensure ESR information including annual leave, sickness absence and any changes in employment contracts for the administrative team are maintained in conjunction with ER and payroll.

Ensure an equitable and allocation and distribution of the workload across the team, 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 to the department with support of the service manager

Coordinate and engage in the induction of new team members, sharing knowledge and expertise of the administrative processes and functions.

Monitor individual and team performance regularly, holding 1:1 meetings, appraisals according to Trust Policy and Team meetings.

Review probationary periods in line with the policy.

With the support of the service manager, be responsible for conducting any investigation with regards to performance and conduct in line with Trust Guidelines.

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 and agency shifts on the e-roster system are submitted and actioned in a timely way of required and manage the use of bank/agency staff in a cost-effective way.

Offer support and guidance to team members and where necessary make recommendations to professional services e.g Occupational health and counselling services.

Order and maintain agreed levels of stationary/non-stock items in the department and authorise orders where appropriate working within allocated budget limits.

To report and coordinate any maintenance work needed within the department including the emptying of confidential waste bins.

Provide reasonable cross-cover within the team to ensure a consistent and effective service is always maintained.

Process confidential patient-sensitive documentation to and from patients, other healthcare professionals and external agencies.

Set expectations and be a role model regarding World Class Care customer services and ensure all staff understand and maintain these values.

Provide guidance and operate as the repository of expertise for the pre-assessment area and patient pathways covered.

Deal with concerns/complaints are appropriate, immediately escalating where necessary to the appropriate manager for action.

Support department projects are directed by the service and unit manager.

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 and 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 effectively by the management 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.

Communicate/escalate details from complex peri-operative MDT outcome meetings.

Coordinate and monitor the patient pathway ensuring appropriate and timely scheduling of POA appointments.

Agree measures with clinicians to monitor outcomes from clinics and or specified services (e.g. the number of attendances, source of referral, DNA rate, number of reassessments, number of walkarounds etc) and produce monthly performance reports.

Organise and take part in department meetings, including minute taking.

PROFESSIONAL AND PERSONAL DEVELOPMENT

Complete MaST requirements for administrative staff as outlined in the Trust Mandatory Training Framework

Be proficient in the use of all electronic systems in relation to patient data and undertake training as required if new technology/electronic systems or standard operating procedures are introduced, to ensure that competencies are maintained, and efficiencies of the administrative processes are maximized

Arrange appropriate training and self-development where updating of skills/knowledge is required.

GENERAL RESPONSIBILITIES

Infection Control

Infection control is everyone’s responsibility. All staff, both clinical and non clinical, are required to adhere to the Trust’s Infection Prevention and Control policies and procedures and the Health Act (2006) Code of Practice for the prevention and control healthcare associated infections and make every effort to maintain high standards of infection control at all times thereby reducing the risk of Healthcare Associated infections.

It is the duty of every member of staff to take personal responsibility for the prevention and control of infection, as laid down in the Trust’s polices and procedures which reflect the statutory requirements of the Hygiene Code.

• To work in close collaboration with the Infection Control Team.
• To ensure that monitoring of clinical practice is undertaken at the agreed frequency.
• To ensure that the ward environments are cleaned and maintained to the highest standards; ensuring that shortfalls are rectified, or escalate as necessary.
• To ensure that all relevant monitoring data and issues are provided to the Directorate’s Governance structures.
• To ensure that all staff are released to attend infection control-related educational sessions and staff with specialist roles, e.g. link practitioners, are released to undertake their duties.

Health and Safety at Work

The post holder is required to:

• Take reasonable care for the health and safety of himself/herself and other persons who may be affected by their actions or omissions at work.
• Co-operate with the employer in ensuring that all statutory and other requirements are complied with.

Confidentiality & Data Protection

The post holder has a responsibility to comply with the Data Protection Act 1998 and maintain confidentiality of staff, patients and Trust business.

If you are required to process information, you should do so in a fair and lawful way, ensuring accuracy is maintained. You should hold information only for the specific registered purpose and not use or disclose it in any way incompatible with such a purpose.

You should disclose information only to authorised persons or organisations as instructed. Breaches of confidentiality in relation to information will result in disciplinary action, which may include dismissal. Employees are expected to comply with all Trust policies and procedures and to work in accordance of the Data Protection Act 1998. For those posts where there is management or supervision of other staff it is the responsibility of that employee to ensure that their staff receive appropriate training (e.g. HISS induction, organising refresher sessions for staff when necessary.)

Conflict of Interest

The Trust is responsible for ensuring that the services for patients in its care meet the highest standards. Equally, it is responsible for ensuring that staff do not abuse their official position, to gain or benefit themselves, their family or friends.

Equality and Diversity

The Trust values equality and diversity in employment and in the services we provide. It is committed to promoting equality and diversity in employment and will keep under review our policies and procedures to ensure that the job related needs of all staff working in the Trust are recognised. The Trust aims to ensure that all job applicants, employees or clients are treated fairly and valued equally regardless of sex, marital status, domestic circumstances, age, race, colour, disablement, ethnic or national origin, social background or employment status, sexual orientation, religion, beliefs, HIV status, gender reassignment, political affiliation or trade union membership. Selection for training and development and promotion will be on the basis of the individual’s ability to meet the requirements for the job.

You are responsible for ensuring that the Trust’s policies, procedures and obligation in respect of promoting equality and diversity are adhered to in relation to both staff and services.

Vulnerable Groups

• To carry out responsibilities in such a away as to minimise risk of harm to children, young people and vulnerable adults and to promote their welfare in accordance with the Children Act 2004, Working Together to Safeguard Children (2006) and No Secrets guidance (DH 2000).