Patient Initiated Follow-Up Pathway Coordinator

Job Advert: Patient Initiated Follow-Up (PIFU) Pathway Coordinator Band 4 - 2 Years Fixed-Term Contract
Are you an experienced and motivated individual with a passion for improving patient care and pathway management? We're looking for a Patient Initiated Follow-Up Pathway Coordinator to join our dynamic team within the Surgery department.
In this pivotal role, you will work closely with the Assistant Specialty Manager to enhance the efficiency and effectiveness of patient initiated follow-up pathways. This includes proactively managing Patient Tracking Lists (PTLs) and implementing PIFU (Patient Initiated Follow Up) pathways., To cover administrative, Patient Initiated Follow-Up responsibilities and project implementation support for the department. To support the Specialty Manager, Consultants, nurses and Cancer Navigator with a range of responsibilities within the Surgery department to provide a safe, efficient and caring patient pathway.
To provide a full range of administrative assistance, appointment booking and project implementation assistance to Specialty Managers and their team. Manage own workload, demonstrate efficient organisation and oversee the smooth effective implementation of the Patient Initiated Follow-Up Pathway. To work autonomously within a team, providing full organisational support to the department. To ensure procedures and working practices are in place so that the specialty and Trust can deliver a service that meets the standards and targets that have been set. To provide a considerate, patient focused service in all dealings with patients and with staff around the hospital and throughout the whole system.
To provide a full range of administrative assistance to the Surgery department. The PIFU pathway coordinator will be required to manage their own workload, demonstrate efficient organisation and oversee the smooth effective coordination of the patient pathways. To work collaboratively within the team to deliver a service, that meets Trust standards and outstanding patient care., This section outlines the roles and responsibilities required as the PIFU pathway co-ordinator within the Royal Surrey County Hospital.
1. To undertake a full range of administrative duties for the department.
2. To deal with all post, faxes, e-mails, results etc. on a daily basis and prioritise as necessary to ensure consultants and their team are aware of urgent results and information. To ensure all correspondence is managed and prioritised as necessary on a daily basis.
3. Take responsibility for all new referrals; liaise with the appointment centre staff and other coordinators such as specialist nurses and cancer navigators and MDT coordinators, other nursing and medical staff to ensure new referrals are promptly seen/treated in line with the current guidelines. To help maintain the departments joint referral inbox to ensure they are being reviewed and actioned accordingly
4. Make appointments as required. To liaise with outpatients and other specialties to ensure patients appointments are being actioned/requested in a timely manner and liaise with the Assistant Specialty Manager to raise any capacity concerns.
5. To play a key role in establishing and implementing PIFU (Patient Initiated Follow Up) within cancer services to ensure working practices meet the above standards/targets and is centred around patient care.
6. To monitor the PIFU request queues and ensure appointments are booked in a timely manner.
7. To play a key role in establishing and implementing local policies and procedures that ensure working practices meet the above standards/targets and is centred around patient care.
8. Listen to and feel confident with managing patient concerns on the phone and in person in an empathetic and caring manner. This may involve difficult conversations with patients or relatives who may be upset, angry or concerned. This involves listening to and as far as possible resolving situations that can be highly distressing to patients/relatives who may be upset, angry or concerned.
9. Understanding of the Trust's PALS & complaints structure and/or escalating if needed. Use initiative to resolve complaints from patients and any other individuals as far as possible. Escalate outstanding concerns as required.
10. Manage the implications of annual leave, organise the amendment of clinics, other fixed commitments and arrange cover for consultants during their absence. Liaising with the Assistant Specialty Manager & Outpatients regarding implications of Consultants leave and management of their clinics in the event of annual leave.
11. To effectively manage last minute clinic changes and requirements.
12. To maintain efficient filing and information tracking systems to ensure continuity of care, including electronic case note tracking. To maintain an efficient use of the various patient information tracking systems (E.G, Cerner, ICE etc.)
13. Send out information leaflets where appropriate and provide telephone information/advice to patients as agreed within the team and in accordance with guidelines.
14. To provide short-term cover for annual leave and emergency cover for other Patient Pathway Coordinator and Reception staff as required.
15. Be willing to adjust own working practices and support speciality wide and trust wide changes that will occur.
16. Any other duties appropriate to the grade and nature of the post.
17. Agree individual Personal Development Plan with line manager.

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme alongside a strong commitment to developing your career. Our diverse and welcoming Royal Surrey family ensures you feel valued from your initial interview and throughout your time with us.
We are clinically led and provide joined-up care by bridging hospital and community services, alongside delivering regional specialist cancer care. Our main acute hospital site is in Guildford, with community sites at Milford, Haslemere and Cranleigh, and services delivered in patients' homes across Guildford and Waverley.
We work in partnership with Ashford & St Peter's Hospitals NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.
The Care Quality Commission (CQC) has rated us as Outstanding. We are proud of our achievements and continue to invest in our people and infrastructure.
To learn more about life at Royal Surrey, please watch our short video: https://www.youtube.com/watch?v=R96pMboIYdo