Pathway Support Co-ordinator

Uhleicester; Leicester; On-site; GBP 21,000 - 26,000; Full time

Job summary

University Hospitals of Leicester NHS Trust is seeking a Pathway Support Co-ordinator to provide essential administrative support for Orthodontics and Restorative Dentistry Reception within the CMG area.

The role requires experience dealing with customers/patients, excellent organisational skills, and the ability to work both in a team and autonomously. You will manage clinic notes, referrals, and data entry using NerveCentre and related systems.

Qualifications

• Educated to GCSEs standard/equivalent.
• Experience with NHS systems and procedures.
• Familiarity with NerveCentre and related software.
• Experience dealing with patients/customers.
• ICT usage experience.

Responsibilities

• Clinic preparation, retrieval of notes and tracking in and out.
• Sitting clinic, welcoming patients and arranging appointments.
• Answer telephone enquiries and respond appropriately.
• Receive referrals and book new and follow-up appointments.
• Ensure full utilisation of clinic slots.
• Ensure all information relevant to outpatient appointments is recorded.

Skills

Customer service

Teamwork

Communication

Problem solving

Enthusiasm

Education

GCSEs or equivalent

NHS systems and procedures

HISS

Track It

NerveCentre

Tools

NerveCentre

Track It

HISS

NHS systems

Job description

Go back University Hospitals of Leicester NHS Trust

Pathway Support Co-ordinator

The closing date is 26 November 2026

The post holder will be experienced at dealing with customers / patients and able to work with accuracy in order to provide high quality administrative support.

You should be able to work well under pressure and have the ability to prioritise your own workload. Suitable applicants must possess excellent organisational skills and be able to identify and upscale any problems to the Pathway Manager in a timely manner.

You must also have good communication skills and the ability to work both as part of a team and autonomously.

The successful candidate will be required to have excellent customer services to support Orthodontics and Restorative Dentistry Reception clinic duties and provide patients with all admin queries. Must be computer literate and be able to use your own initiative and discretion. You must have enthusiasm for their work and an excellent 'team' working ethos; which is essential to service success.

Main duties of the job

Provide general administrative support to the CMG area.

To work within a team ensuring cover is provided at all times to maintain an essential service in Orthodontics & Restorative Dentistry Reception and in office admin duties.

The prepping and retrieval of patient case notes and to provide reception cover, across multiple areas of the department.

Accurate and timely processing of clinic outcomes; including adding patients to the appropriate waiting lists, book appointments, To utilise the nervecentre system to update case note tracking, calender view for appointment and good attention to detail skills.

About us

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals:

• high-quality care for all,
• being a great place to work,
• partnerships for impact, and
• research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

• we are compassionate,
• we are proud,
• we are inclusive, and
• we are one team

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

Job responsibilities

Clinic preparation specifically retrieval of notes, filing, tracking in and out

Sitting clinic, welcoming patients and arriving them to their appointment and making follow up appointments

To take telephone enquiries and respond appropriately and as directed.

To receive referrals and make new and follow up appointments

To ensure full utilisation of clinic slots.

To ensure all Local and National Standards are applied to referrals, RTT & National Cancer Targets, date stamping, data quality checks, partial booking, UHL patient Access and Data Management Policy

Add patients to appropriate waiting lists including booking

Respond to prioritised work in appropriate order to ensure work is completed within agreed targets times.

Maintain a separate to do list which identifies any patient related tasks the consultant has asked.

Work as a team member with other Administration Team colleagues to establish familiarity of terminology to enable provision of cover for absent colleagues.

Photocopying, filing, or any administrative duties as deemed necessary to support the clinical and non-clinical staff.

To utilise the Nervecentre system to update case note tracking.

To ensure all information relevant to the outpatient appointment is recorded in the case notes/CITO and Nervecentre.

To ensure all outcomes are recorded accurately both paper and electronic

To update Trust missing data report using missing data worklist from nervecentre.

Undertake any other administrative and supportive duties relevant to the role such as prepping & sitting clinics, and assistance with contacting patients.

(Please refer to the job description/person specification for further details)

Person Specification

Training & Qualifications

• Educated to GCSEs standard/equalivant
• NHS systems and procedures
• HISS
• Track It
• NerveCentre

Experience

• Experience of dealing with patients / customers
• Experience of ICT use

Communication and relationship skills

• Tact and diplomacy
• Good team player
• Dealing with complaints

Skills

• Ability to undertake the role with enthusiasm and vigour.

Equality, Diversity and Inclusion

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
• All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

Other requirements specific to the role

• Flexible approach Ability to work cross-site if required.
• This role will include filing and pulling of case notes which can be heavy and may require the use of a stepladder

Planning and Organization

• Evidence of planning and organisational skills
• Ability to prioritise workload

Commitment to Trust Values and Behaviours

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Analytical and Judgement skills

• Ability to work without close supervision

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

University Hospitals of Leicester NHS Trust