ABOUT MEDEFER

Medefer is an innovative CQC registered healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient and effective.

Founded by Consultants and GPs working in the NHS, our culture is driven by a deeply held commitment to the NHS and delivering transformational change to the patient experience. We are a passionate, dedicated and patient-focused team striving to make healthcare fit for the 21st century. Our vision is to completely re-frame the way that healthcare is delivered.

Medefer’s technology platform delivers world-class leading safety, whilst delivering a unique approach in delivering a national service to patients, from referral, to treatment and discharge.

AT MEDEFER WE BELIEVE THAT EVERY NHS PATIENT DESERVES THE BEST POSSIBLE HEALTHCARE.

JOB TITLE: Patient Validator

REPORTING TO: Operational Supervisor - Leadership

LOCATION: Remote

Join us in our mission to transform patient care and be part of a dynamic and innovative team. We pride ourselves on a supportive, collaborative and inclusive culture and you will have the opportunity to work alongside a team of intelligent, driven and compassionate people who care deeply about transforming the way healthcare is delivered.

ROLE OVERVIEW:

Facilitating the delivery of outstanding care by being responsible for the co-ordination of administrative tasks and processes, ensuring these are managed in accordance with targets and agreed timescales. You are responsible for providing a high standard of professional and patient focused services across a range of specialities and modalities.

You will lead on validating and reporting regularly on the data from relevant Patient Tracking Lists, identifying data quality issues and potential breaches of RTT and DM01 targets, escalating appropriately.

KEY RESPONSIBILITIES

Operational/Service Delivery Requirements

• Regularly validate waiting list pathways to ensure they are accurate and amend pathways to correct data quality errors in accordance with agreed validation and clinical governance guidelines. This will involve liaising with clinical teams to arrange for pathways to be updated, where appropriate. All data validation activities will be carried out in accordance with the agreed guidelines and any changes documented and evidenced.
• Contact patients to validate patient information and/or arrange bookings where required, explicitly under the instruction of the pathway manager
• Understand and apply the waiting times rules to individual pathways.
• Gain an understanding of how waiting times are captured and managed in the Electronic patient record and any new systems that are implemented across the Trust and provide expert support to colleagues in the use of the system to manage patient pathways of care.
• Produce reports from the system (PowerBI or Report Manager) and ensure these reports are easy to use and interpret.
• Validate patient pathway data thoroughly to ensure that pathway coding is correct and potential breaches are reported in a timely manner
• Work within a dedicated hub/team to facilitate the smooth running of the patient journey by ensuring co-ordinated and streamlined administrative processes revolve around the patient and their individual needs.
• Provide cross-cover for other admin team members as required.
• Ensure patient records are maintained and that all correspondence, reports and results are uploaded correctly and in a timely manner.
• Be a role model demonstrating excellent communication skills and ensuring robust and open communication with all patients, staff, and clients.
• Communicate information to patients that may require a sensitive, understanding manner.
• Responsible for ensuring that the patient, family, and carers are at the centre of everything you do.
• Ensure that our clients’ experiences of the Medefer pathway is the best it can be and that we learn from feedback and continuously improve how we operate.
• Monitor and review patient pathways utilising patient tracking information to identify pathways delays, to expedite care pathways and to escalate issues causing delay to patients.
• Provide high-quality patient experiences and prompt treatment, as part of an innovative virtual Healthcare service.
• Ensure that each patient progresses in their pathway as expected, without any unnecessary delay.
• Track patients in accordance with RTT and DM01 guidance and standards.
• Deliver exceptional customer service to every patient you interact with via phone, chat and email.
• Going above and beyond to make every patient feel important.
• Identifying pathway exceptions and providing prompt resolutions.
• Communicating clearly and patiently with GPs, Registrars, Consultants and Patients to troubleshoot pathway issues and escalating any complex issues to relevant manager/supervisor.

Training & Quality

• Commit to learning about safety, continually striving to improve excellent care.
• Help to create and implement new Standard Operating Procedures with the team.
• Participate in various projects to improve patient experiences.
• Undertake appropriate training, hands-on learning, and onboarding processes.

Governance

• Continuously seek to reduce harm by speaking up to managers and leaders if you believe that a lack of skills, knowledge, or resources place patients at a risk of harm or if your concerns are not being listened to.
• Continuously review and escalate as necessary all key risks within the service to the relevant manager/supervisor.
• Assist the Clinical Governance team and Medical Director in ad-hoc and regular audits across the business as requested
• Exceed SLAs and KPIs.
• Maintain strict confidentiality and to adhere to the local and national Health and Safety regulations and Medefer’s Policies and Procedures.

Self-management

• Act within the limits of your competence and authority, i.e. adhere to local protocols and procedures. Work without direct supervision but seek guidance when appropriate.
• Be resilient, working under constant pressure with competing agendas and ever-changing priorities.
• Be open, honest, and willing to acknowledge when something has gone wrong. Make timely apologies and take action to report incidents, including near misses; to ensure that as an organisation we learn.
• Actively promote and demonstrate a positive organisational culture.
• Keep up to date with service and process changes, ensuring tasks are completed accurately and efficiently.
• Build an understanding of all relevant Medefer and NHS systems to support the business.
• Be responsible for keeping up to date with Medefer Mandatory Training.
• Act independently ensuring that daily tasks and ongoing workloads are prioritised and completed in agreed time frames as determined by the clinical team and/or line manager.

General

• Be flexible in your working hours to cover team absences and busy periods.
• Attend and participate in team meetings.
• Conduct any further duties which may be requested by the Service Delivery team and/or management team, and in keeping with the purpose of the post.

PERSON SPECIFICATION

Skills & Abilities

• Incredible patient-focus, you have empathy, emotional intelligence and exceptional attention to detail.
• You inspire an open learning culture, never judgmental and always willing to learn personally and teach others.
• Professional manner, self-motivated, resilient, independent, and driven to improve how things work by proactively seeking out solutions to any challenges which arise.
• Ability to manage own workload and work as part of a team.
• Adaptability, flexibility, and ability to multitask.
• Desire to achieve and sustain high standards.
• Strong prioritisation skills with the ability to manage competing demands and deadlines effectively.
• Excellent verbal & written communications skills with the ability to communicate effectively by phone, in writing, and in person.
• Ability to cope with a high volume, pressured environment.

Experience

• Have knowledge and understanding of RTT and DM01 reporting requirements. A minimum of 6 months experience with RTT/DM01 targets
• Experienced and knowledgeable of elective patient pathways, with the ability to apply Referral to Treatment Time guidance and local policy, and importantly be confident to apply your judgement to progress pathways in the best interest of the patient.
• Have a reputation for delivering and enjoy working under pressure and within tight timescales.
• A minimum of 6 months experience in similar role.
• Experience of working within a healthcare environment is desirable.
• Experience of using Microsoft Office applications i.e., Excel reporting, Word & Outlook

Personal Qualities

• A methodical and logical thinker who enjoys problem solving.
• You thrive in a fast-paced dynamic environment and able to implement structure in a constantly adapting space.
• You love technology and are comfortable working across multiple systems simultaneously.
• You enjoy working autonomously yet appreciate the benefits of being a team player.
• Patient, calm approach and sensitivity in dealing with patients.
• Able to cope with sensitive nature of work, and to deal with challenging and difficult behaviour in an appropriate manner.
• A love of healthcare and genuine interest in technology.

Other

• Be a champion of Medefer’s values in everything you do.

BENEFITS

• Workplace pension scheme
• 28 days annual leave in addition to the normal bank holidays (pro-rated for part time hours)
• Private Healthcare Insurance
• Discount schemes
• Employee Assistance Programme
• Health and wellbeing scheme that provides free access to a confidential phoneline, GP and counselling services
• Career development and opportunities for progression and training
  

WORKING ARRANGEMENTS AND KEY TERMS:

• This is a permanent full-time position being offered over the five-day working week.
• 35 hours per week, working on a rota between 8.00am and 6.00pm with an unpaid lunch break of one hour.
• Must have the right to work in the UK.
• A relevant level DBS check will be requested at the point of offer, and this is funded by Medefer.
• Subject to two satisfactory employment references, one being the most recent employer.
• Copies of relevant qualifications should be shared prior to the commencement of employment.
• A private and confidential space to work in at home when working remotely.

To apply and/or register your interest in joining our Team, please visit us via https://medefer.teamtailor.com/.

Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds.

Department

Operations

Locations

Medefer HQ, London

Remote status

Fully Remote

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