MSK Pathway Manager

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Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 - the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as "good" or "outstanding" in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King's College London's GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.

Job overview

The MSK service is looking for a dynamic and resilient clinical pathway manager to join the team. This is a crucial role within the team and will be supported by the Service Manager to maintain service delivery and improvement within the department.

The successful candidate will be expected to demonstrate a strong commitment to high quality patient care, good organisational skills and be able to demonstrate prioritisation of workload. Key components of the role will be to ensure the service offer a safe, caring, responsive and well-led service.

Ideally you will have experience of line managing staff, working with various staff groups and excellent communication & organisational skills.

Please note - We may not be able to offer sponsorship for this post.

Main duties of the job

As a Pathway Manager, you will be expected to provide support, advice and supervision to a small team of patient coordinators and ensure operational oversight. You will ensure that the team are able to deliver a smooth patient journey from referral to discharge, through coordinated and streamlined administrative processes that revolve around the patient and their individual needs.

Please note - We may not be able to offer sponsorship for this post.

Working for our organisation

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

Detailed job description and main responsibilities

Job Summary:

The postholder will be responsible for providing oversight and management of the MSK patient pathway, ensuring a high-quality patient experience and supporting service development to maintain this. They will work closely with the clinical team to ensure the delivery of key national targets in relation to efficient delivery of a high-quality service.

Leading a small team of administrative staff, the postholder will be responsible for the smooth running of the patient journey by ensuring that coordinated and streamlined administrative processes revolve around the patient and their individual needs.

Main Duties and Responsibilities
• Provide advice and guidance and operate as the person of expertise for the MSK service and patient pathways.
• Support the APPs with e-RS related triage administration and queries to ensure timely management of MSK referrals.
• Maintain robust knowledge and understanding of Trust and Department of Health targets in relation to RTT pathways, the Access Policy, and NHS Digital initiatives in relation to Outpatients and e-Referrals.
• Interpret, monitor and analyse MSK waiting list reports and patient activity with high attention to detail and provide accurate and timely information to senior staff regarding patient wait times and capacity shortfalls. Skilled in extracting and validating complex and sensitive data.
• Provide expert advice and guidance where necessary, to the outpatient booking team using detailed MKS service knowledge to ensure RTT targets are met.
• Monitor for effective clinic utilisation and identifyanyclinic capacity issues that will impact waiting times, and lead on implementing solutions with support from clinicians and operational team.
• To manage the booking of all, follow up appointments in such a way as to maximise the use of available resources, giving due regard to activity levels and waiting times.
• Identify service improvements or modernisation initiatives that will enhance the patient experience, improve the quality of care provided or enable improvements in performance and work with the clinical and operational team to implement.
• Ensure effective processes and procedures are in place to monitor and track performance to meet the service and Trust targets, participating in and/or provide data information for audits.
• Receive information from Senior Managers and clinicians that requires processing and action including routine and non-routine information using judgmental and analytical skills to make decisions based on the information received.
• To schedule and attend the monthly MDT meeting, ensuring detailed relevant patient information is disseminated for discussion and MDT outcomes are accurately recorded.
• Work independently and unsupervised, referring to and liaising with senior staff, to ensure patients concerns, complaints and unacceptable standards of care are investigated and resolved appropriately, ensuring corrective action is taken in line with Trust policy.
• Monitor quality of customer care delivered, ensuring high standards are delivered and maintained at all times and patient enquiries are dealt with efficiently, professionally and appropriately.
• Ensure patients are communicated with effectively and in a timely manner in relation to their appointments via email, phone or letter.
• To oversee the generation of appointment letters, giving accurate, clear and concise information, ensuring additional information is included as necessary, in the form of information leaflets.
• To supervise, support and organise the day to day running of the service, identifying resource needs, distributing workloads and ensuring staff levels are adequate to meet the demand and priorities of the service.
• Identify performance and capability issues within the service and work to develop improvements to ensure the best outcome for the service and patients
• Monitor staff adherence to Trust and departmental policies, procedures and mandatory training and identifying any training needs for self-development and those of the team.
• Provide induction and training to all new staff within the department.
• First line management of patient pathway coordinators, including regular one to one meetings, appraisal, and sickness and performance monitoring.
• Manage and monitor the ordering and maintenance of stationery stock within the department and authorise orders where appropriate, operating within allocated budget limits.
• Identify own training and development needs and undertake appropriate training / education as required.
• Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed.

Person specification

Qualifications and Training

Essential criteria

• Educated to Degree level or equivalent work experience and knowledge gained in the NHS.
• Evidence of continuing professional development

Desirable criteria

• NVQ Level 4 or 2 years experience in senior administrative role

Experience

Essential criteria

• Two years' experience in a senior administrative support role in a patient focussed setting.
• Experience of managing policies and procedures
• Experience of analysing data to identify areas for improvements and make recommendations for action.
• Experience of defining and formulating new processes and policies
• Experience of working with Cerner (iCare), eRS or any relevant patient record management system
• Experience of staff management and performance appraisals. Experience of supervising the workload of others

Desirable criteria

• Understanding of Primary Care, GP and Community Services

Knowledge

Essential criteria

• Detailed knowledge of NHS processes and procedures.
• Experience of analysing data to identify areas for improvements and make recommendations for action.
• Knowledge of RTT performance targets; experience of monitoring patient pathways
• Knowledge of HR practices to support sickness management, performance and conduct issues

Desirable criteria

• Experience of using e-RS, and other patient record management systems

Personal Qualities

Essential criteria

• Dynamic, flexible personality capable of inspiring confidence
• Proactive, forward-thinking, quick problem-solving attitude
• Ability to maintain excellent communication channels and good customer service
• Excellent organisational skills.

We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.

As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women's staff networks to bring staff together and celebrate diversity across our whole workforce.

Please note, not all roles will meet the criteria for a skilled worker visa.

Employer certification / accreditation badges

Documents to download

• Job Description & Person Spec (PDF, 317.5KB)
• Working at LGT (PDF, 4.2MB)