Role Information:
OneWelbeck was founded by a group of leading clinicians whose objective is to develop a state-of-the-art private day-case centre in the greater London area. OneWelbeck offers outpatient procedural and day-case intervention work in a unique dedicated setting to include procedures such as Ear, Nose & Throat, Permanent Pacemaker Implantation, Cryo AF Ablation, Orthopaedic, Gynaecological and Gastro-Intestinal procedures. Welbeck Health Partners are developing several other day centres across the UK in addition to the flagship centre at 1 Welbeck Street. Further centres are also planned internationally.
- Closing Date: Friday, December 13, 2024
- Salary: Competitive
- Location: Level 3, 1 Welbeck Street, London W1G 0AR
Job Summary:
This Lead Patient Pathway Administrator role is a pivotal leadership position within the administrative team
supporting OneWelbeck Heart Health and OneWelbeck Lung Health. In this fast-paced and dynamic environment,
you’ll play a key role in managing and developing a large team, working closely with the Business Manager to
ensure smooth operations across two high-profile centres. With a team of over 12 permanent staff and
approximately 5 bank staff, this role is ideal for an individual with experience in smaller management roles who is
ready to step up and take on a larger, more impactful position.
You will be responsible for managing the Patient Pathway Administrators, who oversee the end-to-end patient
pathway, delivering exceptional, world-class service throughout the patient journey. This includes ensuring that
patient care standards are upheld with empathy and professionalism, handling complex bookings, and fostering a
positive, collaborative environment that prioritises an outstanding patient experience at every stage. This position
offers an exciting opportunity to make a meaningful impact in a growing healthcare setting.
Key Relationships & Stakeholders:
• Patients
• Centre Staff
• Consultants & PA’s
• Centre Directors
• Senior Managers
• External Referrers
• Insurance companies
• All OneWelbeck Centres
Main Duties and Responsibilities:
• Provide day-to-day leadership within the team, fostering a collaborative and goal-oriented work
environment.
• Ensure smooth operations in the absence of the Business Manager, effectively managing delegated
responsibilities to maintain seamless service.
• Lead the recruitment, onboarding, and induction processes for new team members, ensuring each new hire
is well-integrated and set up for success.
• Oversee HR processes, ensuring that all new and existing staff have up-to-date and complete staff files with
the necessary documentation for compliance and operational effectiveness.
• Conduct regular one-on-one meetings with team members, setting clear objectives and providing the
support needed for goal achievement and continuous improvement.
• Deliver a comprehensive CPD (Continuous Professional Development) program for the admin team,
presenting and facilitating sessions on essential topics such as data protection, sales in healthcare, and
conflict resolution to enhance team skills and knowledge.
• Promote continuous professional development for all team members by identifying training needs and
providing opportunities for skill enhancement, fostering a culture of growth and excellence.
• Handle scheduling and shift planning, ensuring adequate coverage that meets patient demand and
operational needs.
• Regularly assess team performance, conducting annual and mid-year appraisals to provide structured
feedback and set clear developmental goals.
• Lead the team in delivering an exceptional guest experience to every patient, upholding One Welbeck’s
values of empathy, respect, and professionalism, and ensuring the team consistently provides this level of
care.
• Demonstrate a thorough knowledge of all cardiology and respiratory tests and maintain a comprehensive
understanding of all services delivered at One Welbeck to effectively support patient and team needs.
• Demonstrate a strong understanding of invasive booking procedures and provide guidance to the team in
managing these sensitive and complex bookings with precision and professionalism.
• Build and maintain strong cross-centre relationships, collaborating effectively with other departments to
ensure continuity of care and a unified approach to patient service.
• Respond to patient concerns promptly and professionally, with a focus on de-escalation and resolution to
prevent formal complaints.
• Demonstrate a good understanding of complex financial issues related to patient pathways, promptly
addressing and resolving these issues to maintain patient satisfaction and operational efficiency.
• Continually review and improve administrative systems in collaboration with the Business Manager to
enhance the patient pathway experience, ensuring efficiency and a seamless patient journey.
Quality Care & Governance:
• Ensure compliance with all relevant regulations and standards.
• Adhere to all mandatory training necessary to carry out your role.
• Understand and identify potential risks to patient safety and quality of care ensuring these are reported in a
timely manner.
Reporting:
• Maintain clear lines of communication with direct line managers, business manager and centre director.
• Support the business leads, business manager and centre directors as needed.
Resource/Financial Management:
• Manage payments with precision and accuracy.
• Ensure invoices for appointments are promptly generated.
• Provide meticulous attention to quoting patients for appointments.
• Possess a comprehensive grasp of financial inquiries and transaction processing.
• Demonstrate a good understanding of self-funding and Private Medical Insurance (PMI) procedures.
Infection Prevention & Control:
All OneWelbeck employees, whether involved directly or indirectly in the provision of healthcare, have a duty to cooperate with and implement Business policies and procedures in preventing and controlling infection. This includes co-operation with colleagues and contractors also involved in providing healthcare so far as is necessary to enable the Business to meet its obligations under the Health and Social Care Act 2008.
Safeguarding:
OneWelbeck is committed to safeguarding and promoting the welfare of children, young people and adults at risk and expects all staff and volunteers to share this commitment and ensure they work in accordance with the OneWelbeck Safeguarding Child and Adult at Risks Policies and Procedures.
Employees should ensure that they remain up to date with safeguarding training requirements and know how to report safeguarding concerns or allegations against staff and should follow safeguarding policy and procedures and the allegations against staff policy.
Confidentiality:
Maintain confidentiality in relation to personal data held for colleagues and patients, ensuring that it is processed lawfully; for no purpose other than that for which it was obtained; is relevant to that purpose; is retained for no longer than is necessary; is processed in accordance with the rights of the subject to access and accuracy; and is protected from accidental loss or damage by the requirements of the Data Protection Act (as amended), and records management guidance.
Maintain confidentiality of patient-identifiable personal data using a non-identifiable alternative, where practicable, and limiting access on a strictly need-to-know basis under the responsibilities of the OneWelbeck Caldicott Guardian.
Risk:
Accept personal responsibility for contributing to the OneWelbeck management of risk, including the reasonable avoidance of any action which would knowingly cause unacceptable risk to self, others, or to the Business. As far as is reasonably practicable attempt to prevent other people from undertaking tasks or actions which would knowingly cause risks to self, others, or to the Business, following the Business policy and training. Identify and report actual or potential hazards/ risks in the work environment per Business policies and take immediate action to minimise risks where it is reasonably practicable to do so.
Identify and report to the appropriate authority incidents of risk, neglect, abuse or endangerment to vulnerable
adults and children. Follow Welbeck Health Partners policy on the use of Personal Protective Equipment e.g., Masks, Gloves, Visors etc. Awareness of and compliance with Health and Safety Regulations.
Equality & Diversity:
The Business recognises the benefits of a diverse workforce reflective of the communities that we serve and is committed to equal opportunities in employment with a devotion to eliminating all forms of unlawful
discrimination. The Business aims to promote equality of opportunity and good relations between staff and patients (including volunteers, contractors and bank staff). All individuals have a duty to adhere to the Business Equality and Diversity policy and individual responsibility towards the application and understanding of the Equality Act 2010. Inequitable behaviour will not be tolerated, and every person has a responsibility to highlight discriminatory practices.
Health and Safety at Work:
In addition to the Business responsibilities under the Health and Safety legislation, you are reminded of your
responsibilities for health and safety at work under the Health and Safety at Work Act 1974 (as amended) and
associated legislation. These include the duty to take reasonable care of the health and safety of yourself and
others in your work activities and to cooperate with your employer in the discharge of its statutory duties. You must adhere strictly to the Business policies and procedures on health and safety and report all accidents, dangerous occurrences, unsafe practices or damage to your manager promptly using the Business incident reporting system. You must make use of appropriate training, safety equipment, protective clothing and footwear and attend training. Failure to comply with these requirements may result in disciplinary action.
Disclosure and Barring Service (DBS):
If the post you are undertaking requires you to complete a DBS disclosure, this will be managed and processed in line with the DBS Policy, and you will be required to sign up and maintain your subscription to the DBS Update Service.
To apply, please send you CV to: chloe.wright@onewelbeck.com