Job vacancy: Regional Patient Pathway Coordinator Support, Aneurin Bevan University Health Board, Cwmbran

Job summary

Main area: Regional Ophthalmology
Grade: Band 2
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 040-AC105-0525

Employer: Aneurin Bevan University Health Board
Employer type: NHS
Site: Ty Gwent
Town: Cwmbran
Salary: £23,970 per annum
Salary period: Yearly
Closing: 29/05/2025 23:59

Regional Patient Pathway Coordinator Support

Band 2

We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.

This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process

Detailed job description and main responsibilities

• To undertake booking of appointments in line with set criteria ensuring that all protocols are adhered to.

• Organises own day to day workload.

• Responsible for updating all waiting list entries in line with departmental standards.

• To receive, process and document referrals within agreed time scales ensuring action is taken regarding urgent referrals in line with speciality requirements.

• Any cancellations are to be undertaken following the set criteria for the speciality. Patients must be rebooked within specified time scales. Any problems meeting these criteria, including late cancellations, should be highlighted immediately to the Line Manager.

• Ensure that all appointments are booked in line with the current booking criteria.

• Ensure acknowledgement and confirmation letters are sent to patients according to set criteria and protocols.

• To receive telephone enquiries in a timely and efficient manner maintaining a high level of professionalism.

• Respond to enquiries/queries, escalating issues when necessary

• Deal with telephone queries from internal and external agencies and patients in a professional manner in accordance with Data Protection and statutory policies and procedures.

• To deal with all enquiries and complaints promptly and sympathetically and inform the supervisor of any problems immediately.

• Maintain good communication and liaison with other staff, wards, departments and the general public.

• Cancel and re-arrange existing appointments. Responsible for contacting patients by telephone regarding the cancellation of appointments at short notice.

• Record CNA (Cannot attend appointment,) DNA (Did not attend for appointment) as per protocols.

• Record accurate and complete information for all patients on relevant databases.

• All staff to liaise with colleagues regarding annual leave prior to authorisation from Line Manager.

• Assist with basic training of new staff by demonstrating own duties.

• To work within standard operating procedures with supervisor on hand to give advice when necessary.

• Clerks are responsible for covering colleagues during periods of annual leave and sickness. (Provide cross speciality cover for each other).

• All staff must have full understanding of current Welsh Assembly Referral to Treatment guidelines.

• Undertake appropriate training.

• To undertake general office duties as required.

• To follow all protocols and standards, manual and computerised, ensuring these are undertaken accurately within agreed time scales.

• Flexible to the needs of the service to ensure smooth running of the department.

• Actively participate in the duties of the department as required.

• This is a new role and therefore will be open to a significant amount of change depending on the priorities within the service.

Person specification

Qualifications and Knowledge

Essential criteria

Good general education
Understanding of a range of routine work procedures, which would require a combination of on-the-job training and a period of induction
Computer literate
Standard keyboard skills

Desirable criteria

Proficient in software packages, including Word, Excel (2)

Experience

Essential criteria

Previous clerical experience or similar

Desirable criteria

Previous Medical Records experience or knowledge of the hospitals patient administration system (PAS)

Skills and Attributes

Essential criteria

Good communication skills
Polite and professional telephone manner
Ability to perform well under pressure
Ability to prioritise workload and achieve targets within given deadlines
Ability to establish good working relationships with managers, clinicians, clerical staff at all levels
Ability to work flexibly either as part of a team or using ones own initiative

Desirable criteria

Welsh Language Skills are desirable

Other

Essential criteria

Ability to work and problem solve under pressure whilst achieving targets
Willingness to work under direction but also a self-starter
Demonstrate a commitment to achieving high quality standards of work
Flexible to the needs of the service and determined
Accurate/Methodical in all aspects of work

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.