Pathway Support Co-ordinator

Transformation Unit; Leicester; On-site; GBP 23,000 - 28,000; Full time

Job summary

University Hospitals of Leicester NHS Trust is seeking an administrative support officer to provide high-quality reception and office admin duties within the CMG area and Orthodontics & Restorative Dentistry. You will handle patient queries, manage appointments, and maintain accurate case notes using NHS systems.

The role requires strong organisational skills, the ability to work in a team and autonomously, and a patient-centric approach to ensure smooth clinic operations and data integrity.

Qualifications

• GCSEs standard or equivalent.
• NHS systems and procedures.
• HISS familiarity.
• Track It experience.
• NerveCentre familiarity.

Responsibilities

• Provide general administrative support to the CMG area.
• Work within a team to ensure cover for essential services in Orthodontics & Restorative Dentistry Reception and office admin duties.
• Prepping and retrieval of patient case notes and reception cover across department areas.
• Accurate processing of clinic outcomes; update waiting lists and book appointments; update case notes in NerveCentre.

Skills

Customer service

Communication

Organisational skills

Teamwork

Education

GCSEs or equivalent

Tools

NerveCentre

Track It

HISS

Job description

Employer University Hospitals of Leicester NHS Trust Employer type NHS Site Glenfield Hospital Town Leicester Salary £25,272 Per annum Salary period Yearly Closing 26/11/2026 23:59

NHS AfC: Band 2

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But they shouldn't replace your own responses or be used to write the application for you.

Relying too much on AI can negatively impact your chances of success, because automatically generated answers:

• might not be specific or relevant enough to address the criteria in the recruitment profile
• often seem generic and not personalised enough – an AI response won't show your unique voice and perspective
• could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

Job overview

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 escalte 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.

Working for our organisation

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,
• 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:

Detailed job description and main 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)

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

Additional Information

UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.

Disclosure and Barring Service Check

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.

The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.

The current price of a check is £38 for an enhanced and £18 for a standard check.

Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.

The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.

If it is identified that you are within a vulnerable category, we will endeavorto make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.

Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.

University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help delivery healthcare services that meets the needs of our diverse communities.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.