JOB DESCRIPTION

JOB TITLE: Patient Navigator

DIVISION: Cardiovascular

SALARY BAND: 4

RESPONSIBLE TO: Clinical Pathway Manager

Service Manager/Assistant Operations

ACCOUNTABLE TO:
Manager / Operations Manager

HOURS PER WEEK: 37.5 hours / week

LOCATION Royal Free

Directly: None

MANAGES:

Indirectly: None

JOB PURPOSE
The postholder will support patients through their hospital care journey, providing the patient with
a single named point of contact who will coordinate their care.

Work as part of a team within a dedicated speciality/patient group to ensure that all administrative
functions for patients from the time of GP referral to the time of discharge are coordinated in line
with specific care pathway instructions to facilitate the smooth running of the patients’ journey.
Where a patient has multiple specialist needs, assist the patient in coordinating their pathways
to reduce multiple appointments across the Trust.

KEY WORKING RELATIONSHIPS

This involves working closely with all key members of the multi-disciplinary team within primary
and secondary care and service users relating to the specialty they cover to ensure all patients
receive a consistent and effective service.

Key contacts include:

- Consultants
- Medical, nursing and therapy teams
- Divisional and operational managers
 - Outpatient Appointment Centre (OAC)
- Admissions team
- Diagnostics and imaging departments
- Ward administrators
- CNSs and MDT teams
- Phlebotomy and pathology
- Clinic reception and clinic nurses
- Patient navigators and clinical pathway administrators
- Clinical team PAs
- Team leaders
- GPs
Other external agencies (e.g. other hospitals, social services, police etc.)

MAIN DUTIES AND RESPONSIBILITIES

Royal Free World Class Values

The post holder will offer World Class Care to service users, staff, colleagues, clients and patients alike
so that everyone at the Royal Free can feel:

 all of the time  confident because we are clearly

 and cared for  that they are always in safe hands

1. GENERAL DUTIES AND RESPONSIBILITIES

1.1 Understands and follows the administrative input required to support the patient’s
standard clinical pathways from the time the patient is referred through to discharge.
1.2 Coordinates all administrative processes for each patient’s pathway to ensure it is
managed smoothly and within agreed time frames.
1.3 Ensure all patient demographics and contact details are kept up to date on Cerner.
1.4 When accessing patient records ensure computerised tracking systems are used
appropriately.
1.5 Phone patients to provide instructions, reminders and information where necessary.
1.6 Attend and participate in meetings relevant to the role as required.
1.7 Provide patient navigation services for satellite and off site locations where required.
1.8 Check with Admissions on a regular basis that patients have been added appropriately
to the elective waiting list.
1.9 Provide cross-cover for other patient navigators to ensure a consistent and effective
administration service is maintained at all times.
1.10 Process confidential patient-sensitive documentation to and from patients,
other healthcare professionals and external agencies.
1.11 Deal with concerns/complaints as appropriate, immediately escalating where
necessary to the appropriate manager for prompt action.
2. PATIENT PATHWAY PLANNING

2.1 Manage referrals received by the specialty by working closely with clinicians to ensure
that patients are placed on the correct clinical pathway.
2.2 Ensure that simple tests or pre-investigations have been ordered where necessary.
2.3 Ensure effective communication channels are in place and that key stakeholders
including patients, families and carers are informed of the communication details and
hours of work.
2.4 Arrange transport (in line with trust procedure) and translation services where
necessary.
2.5 Identify and seek to resolve bottlenecks or delays in the patients’ pathways, escalating
issues where necessary to the clinical pathway manager. Ensure that all patient
administration is carried out in line with Trust policies and procedures.
2.6 Coordinate appropriate appointments for patients in partnership with the OAC
(including rescheduling and booking follow- up appointments) as directed by the
clinicians in line with the clinical pathway and the patient’s individual needs to prevent
multiple hospital attendances.
2.7 Monitor clinic lists to assess workflow and escalate any issues where necessary.
2.8 Ensure the patient understands their care pathway and is aware of appointments and
any changes.
2.9 Monitor investigations and tests to ensure they have been completed and
results/reports are available prior to appointments and consultations with the clinical
team.
2.10 Ensure all appointments are compliant with the Trust Access Policy and
national targets. Where appointments are cancelled these should be rebooked within
the appropriate time frame.

3. RESPONSIBILITY FOR INFORMATION AND RESOURCES

3.1 Ensure there is a sufficient supply of specialty specific patient information leaflets
relating to different pathways and conditions. Ensure that contact details on leaflets
remain up-to-date.
3.2 Notify relevant departments and Medical Records when informed of the death of a
patient and cancel future appointments to prevent further distress for families.
3.3 Oversee the transfer of all relevant information including electronic forms and referral
letters to the Trust Minimum Data Set (MDS) team for the patient’s 18-week RTT
pathway when the patient is referred to another trust.
3.4 Ensure a high standard of data quality is maintained, supporting the team with audits
and data validation as required.

4. PROFESSIONAL AND PERSONAL DEVELOPMENT

4.1 Attend mandatory training required for administrative staff as outlined in the Trust
Mandatory Training Framework and any training where updating of skills/knowledge is
required.
4.2 Be proficient in the use of all electronic systems in relation to patient data and
undertake training as required if new technology/electronic systems are introduced, to
ensure competencies are maintained and efficiencies of the administrative processes
maximised.
4.3 Participate in yearly staff appraisal, identifying professional development objectives
and learning requirements.
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).
 To demonstrate an understanding of and adhere to the trust’s child protection policies.

Smoke Free

The Trust implements a Smoke Free policy that applies to all staff. Staff are not allowed to
smoke while wearing a recognisable Trust uniform or visible trust identification badge, and not
allowed to smoke anywhere on hospital grounds. Staff are not allowed to take additional
breaks in order to smoke. They may smoke during designated breaks but only out of uniform
and off site. Staff contravening this policy may be subject to disciplinary procedures.

Standards of dress

All staff are expected to abide by the Trust’s guidance on standards of dress.

This job description outlines the current main responsibilities of the post. However the duties
of the post may change and develop over time and may therefore be amended in consultation
with the post holder.
 PERSON SPECIFICATION
PATIENT NAVIGATOR

Essential Assessed
(E) / through:
Desirable App form
(D) (A) /
Interview (I)
Test (T)
Royal Free
World Class  Demonstrable ability to meet the Trust Values  E  A/I
Values

Education  Diploma level qualification or equivalent experience  D  A

and  RSA 2 or RSA 3 word processing/typing or equivalent  E  A
professional experience  E  A
qualifications  Knowledge of medical terminology  E  A
 English and Maths at GCSE level or equivalent  D  A/I
 Courses / further study attended to demonstrate evidence of
personal development
Experience  Previous experience of working with the public and/or  E  A/I
patients in a healthcare environment  E  A/I
 Experience of interaction with all levels of staff  E  A/I
 Previous administrative and organisational experience  D  A/I
 Experience of managing and prioritising own workload and  E  A/I
working to deadlines
 Experience of dealing with non-routine and complex
problems

Skills and
aptitudes  Excellent written and verbal communication skills  E  I
 Excellent organisational skills with meticulous attention to  E  I
detail  E  I
 Excellent customer care practice, being polite, sympathetic,  E  I
patient and diplomatic
 Understanding patient confidentiality  E  I
 Knowledge of Cerner  D  I
 Awareness of National and Trust pathway targets  D  I
(such as 18 week RTT target)
 Ability to confidently interact and share knowledge with  D  I
staff at all levels  D  I
 Proof of continuous learning and development  D  I
 Ability to learn and assimilate information quickly  D  I
 Ability to use databases
Personal
qualities and  Ability to maintain excellent communication channels and  E  I
attributes good customer services
 Maintain a high level of professionalism in manner  E  I
 Ability to work under pressure and use own initiative to
prioritise tasks  E  I
 Good interpersonal skills having a friendly and approachable
manner  E  I
 Proactive, forward-thinking, quick problem solving attitude
 E  I

Others
 Ability to work flexibly to accommodate peaks and troughs of  D  I
activity  E  A/I
 Team work and ability to develop strong collaborative working
relationships within different teams and relevant
administrative, clinical and management staff
 Ability to work without direct supervision  E  A/I
 Reliability – good time keeping  E  I