Emergency Department Performance Coordinator

'This staff group feels strongly supported in maintaining a good balance between a home and work life, scoring 57.1%' 'NHS Staff Survey 2024'

'We care We communicate We collaborate We contribute'

You will work closely with consultants, nurses, specialty teams, site managers, bed managers and senior operational leaders, developing a broad understanding of how a hospital functions and building relationships across the organisation.The Performance Coordinator plays a vital role in supporting the operational management and performance of the Emergency Department.

Working collaboratively with the Nurse in Charge (NIC), Emergency Practitioner in Charge (EPIC), clinical teams, speciality services and site management teams, the postholder will provide real-time oversight of patient flow through the Emergency Department. They will proactively identify and escalate delays, facilitate progression of patient care plans, and support delivery of national emergency care standards.

The postholder will act as the central operational point of coordination within the department, ensuring effective communication between teams, supporting patient safety, enhancing patient experience and contributing to the Trust's urgent and emergency care performance objectives.

This is a non-clinical role. All clinical decisions regarding patients remain the responsibility of the Nurse in Charge, EPIC, or other appropriately qualified clinicians.

Patient Flow and Performance

Act as the central coordination point for patient flow within the Emergency Department.

Maintain real-time oversight of all patients within the department using electronic patient tracking systems.

Identify actual or potential capacity constraints and escalating demand within the Emergency Department.

Escalate delays, bottlenecks and operational risks in accordance with departmental escalation processes.

Liaise with specialty services regarding referral outcomes, review times and admission decisions.

Monitor specialty attendance and response times within the department and escalate delays where appropriate.

Maintain accurate patient tracking records and ensure all relevant information is updated in real time.

Act as a departmental super-user for electronic systems including E-Care, FirstNet, Capacity Management Systems and associated patient flow applications.

Provide non-clinical advice to patients and relatives regarding waiting times and departmental processes.

Communicate complex, sensitive and potentially contentious information to patients, relatives, clinicians and operational teams during periods of operational pressure, using tact, empathy and negotiation skills to manage expectations, resolve concerns and secure cooperation in support of safe and effective patient flow.

Coordinate patient transport requirements, porter requests and other operational arrangements to facilitate timely patient movement.

Support management of departmental equipment issues and operational resources.

Follow and apply Trust and departmental policies, procedures and standard operating processes relevant to the role. Comment on proposed policy and procedural changes that affect Emergency Department patient flow, performance coordination and data quality.

Demonstrate administrative, patient-flow and performance-monitoring procedures to new starters and less experienced employees.

Provide practical induction and day-to-day support on relevant departmental systems, including E-Care, FirstNet, capacity management systems and associated patient-flow applications, within the postholder's level of competence.

Please refer to the Job Description for further details

Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.

As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.

We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre. We have just opened the Oak Wards - a new ward block featuring two 24-bed wards.

Further investment is underway, including the recently approved Women and Children's Centre, set to open by 2030.

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For further information about Milton Keynes please visit - Visit Milton Keynes

Qualifications and knowledge

Experience

Essential: - Experience working in an administrative role.; - Experience of working in the NHS.

Desirable: - Experience of working in the Emergency Department.

Skills

Personal and people development

Communication

Essential: - Excellent communication skills.; - Negotiating and Influencing skills.; - Self-aware.; - Calm and reasonable.; - Approachable.