Patient Pathway Administrator

Rnoh; London Borough of Harrow; On-site; GBP 31,000 - 32,000; Full time

Job summary

Royal National Orthopaedic Hospital NHS Trust in Stanmore is seeking a post holder for imaging reception and centralised booking. You will provide a comprehensive, patient-oriented booking service and rotate between back office and front-of-house duties to support waiting lists and appointments.

The role requires clear communication and the ability to manage referrals, contact patients, and work within NHS systems to ensure timely access to imaging services across two sites.

Responsibilities

• Schedule and process all referrals / requests within defined timescales ensuring that all details are entered correctly on to relevant Trust information systems.
• Ensure that patients are offered appointments within the statutory waiting times including urgent and cancer referrals.
• Provide an efficient and friendly telephone services to patients, and other callers both internal and external to Trust.
• Where required contact patients directly to offer, reschedule, cancel appointments or confirm attendance.

Job description

Main area Imaging Grade Band 3 Contract Secondment: 6 months (Nesha Patel, 02039470221) Hours Full time - 37.5 hours per week (Weekly pattern of the following shifts: 7.30am to 3.30pm, 10am to 6pm, 12 to 8pm) Job ref 392-RNOH-16033980-A

Site Stanmore Town Stanmore Salary £30,630 - £32,346 Per Annum Including HCAS Salary period Yearly Closing 08/10/2026 18:00

Please note in order to progress your application, your data will be processed by our 3 rd party recruitment providers – North London Partners Shared Service, who conduct recruitment activities on behalf of Royal National Orthopaedic Hospital NHS Trust.

The Royal National Orthopaedic Hospital NHS Trust is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/

• Two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility
• Our Research and Innovation Centre works closely with our main academic partner, University College London
• Further major redevelopment underway across the Stanmore site – improving and modernising our facilities to maintain our position as the UK’s leading centre for orthopaedic medicine
• In the NHS staff survey, over 90% of our staff were satisfied with the quality of care they are able to give to patients - the best result of any NHS Trust in the country
• Our staff also indicated that they had the best experience of appraisals as compared to all other NHS Trusts.

This is a great time to join us and play a critical role in the next stage of RNOH’s journey to achieving an outstanding CQC rating.

Our aim is to remain a world-leading orthopaedic hospital with the best patient care and staff experience in the NHS. To do this, we have four core values that underpin everything that we do. We use our values to help ensure that we are always focused on the things that our staff and patients believe are most important:

• Patients first, always
• Excellence, in all we do
• Trust, honesty and respect, for each other
• Equality, for all

Our annual staff survey results have been improving year on year, with our staff telling us that their experience of working at the Trust is getting better and better. They also indicate that our staff feel very loyal to the RNOH and committed to its role in providing the very best care to our complex patient group. We hope that we can welcome you to our growing team soon.

Visit our Work with us page to learn more about our culture, values and also hear directly from staff in a short video sharing their experiences of working at RNOH

Artificial intelligence (AI) is a set of technology that can perform various tasks that typically required human intelligence. Your application is your opportunity to demonstrate to us how you meet the requirements of the role. We recognise that AI tools can support accessibility, equity and confidence for applicants.However, it’s important that examples and responses genuinely reflect your own experience and abilities, as these will be explored further during the selection process. AI must not be used to provide misleading or false information during any stage of the application journey. Further guidance can be found in the NLPSS Applicant Toolkit https://royalfree.pagetiger.com/cuuomnr/1 .

Royal National Orthopaedic Hospital NHS Trust is committed to ensuring that its recruitment processes are carried out with integrity, transparency, and fairness for all applicants. To help maintain these standards, we ask candidates to provide accurate and truthful information throughout the recruitment process.

If incorrect or misleading information is identified, this may affect the progression of an application, any employment offer, or continued employment. As part of our due diligence, the company may verify the information provided by applicants and take appropriate action where necessary.

We do not charge applicants any fees at any stage of the recruitment process, including applications, interviews, sponsorship arrangements, pre-employment checks, or employment offers. All vacancies are advertised through TRAC/NHS Jobs and candidates are assessed solely on their skills, qualifications, experience, and suitability for the role. If you are asked to make a payment in connection with an NHS job opportunity, please treat this as suspicious and contact the organisation directly using the details published on our official career's website.

The post holder will be responsible for providing a comprehensive and patient orientated reception and booking service for the imaging/centralised booking office.

This is a multi-skilled role and the post holder will be expected to rotate on a regular basis between back office and front of house duties.

For those who will have a reception function this will require a high level of face to face contact involving meet and greet as well as the processing of requests/referrals at front of house. The post holder will be expected to work with some unsupervised periods of time and use their judgement to make immediate, patient related decisions as necessary.

The post holder will be required to liaise with a variety of clinic and non-clinical staff both inside and outside the trust to facilitate the effective and efficient management of waiting lists and appointment booking systems.

Please see the Job Description and Person Specification for further details.

Main duties of the job

• Schedule and process all referrals / requests within defined timescales ensuring that all details are entered correctly on to relevant Trust information systems.
• Ensure that patients are offered appointments within the statutory waiting times including urgent and cancer referrals.
• Provide an efficient and friendly telephone services to patients, and other callers both internal and external to Trust.
• Where required contact patients directly to offer, reschedule, cancel appointments or confirm attendance.

Working for our organisation

RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the‑art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/

Detailed job description and main responsibilities

• At reception deal face to face with patient and visitor enquiries relating to department matter and when necessary use judgment to deal with problems or seek further advice and assistance.
• Where necessary advise ward staff of any patient preparation for forthcoming procedures and complete relevant check lists.
• Ensure timely vetting of all referrals by appropriate clinician/health professional.
• As required ascertain from patients, carers or ward staff any medical condition that may affect their appointment/admission.
• Where necessary and after taking into account any medical condition book examinations requiring a “directly booked appointment” into appropriate slots according to type and availability.

Please see the Job Description and Person Specification for further details.

Person specification

Communication & Relationship Skills

• Good communication and interpersonal skills
• Good organisation skills
• Ability to prioritise workload
• Ability to work well in a team and also on own initiative

Knowledge, Training & Experience

• Good level of general education, grade c or above in English language and maths GCSE equivalent
• Experience of working within the NHS or a large organisation of similar size and volume of
• Excellent administrative and organisation skills
• Ability to work unsupervised and use own initiate
• Knowledge, Training & Experience
• Knowledge of ICS/RIS/Insight/ ICE or similar information systems that support the business function in the NHS

Planning & Organisational Skills

• Management of own office environment and workload
• Happy to provide cross cover

We are committed to equal opportunities in employment and offer a range of flexible working practices. Part-time and job share applications will be considered.

You must already have the right to work in the United Kingdom or fully meet the eligibility criteria for sponsorship under the Skilled Worker visa route. We welcome applications from candidates who require visa sponsorship; however, we can only consider these where all UKVI requirements are met. Before applying, please ensure that both you and the role satisfy the relevant UK Visas and Immigration (UKVI) points‑based system criteria, as applications that do not meet these requirements cannot be progressed.

By applying for this post you are agreeing to RNOH transferring the information contained in this application to its preferred applicant management system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and as an employer, we will not be able to respond to any e‑mails sent to us via the NHS Jobs website. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Record (ESR) system and other secure, internal NHS workforce systems.

Additionally, by applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we want you to complete your e‑learning modules prior to joining our organisation.

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

If you are offered a role with one of the NLPSS partner trusts, as part of pre‑employment checks youridentity and right to work documentation will be verifiedremotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk

RNOH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of RNOH will have their original documents verified using this technology.

Our organisation does not charge any fees at any stage of the recruitment process.

Applicants should be aware that we never request payment for:

• Job applications
• Recruitment or selection processes
• Interviews or assessments
• Sponsorship, visa or immigration arrangements
• Employment offers or appointment letters
• Training, onboarding or pre‑employment checks

If you are asked to make a payment in connection with a job opportunity claiming to represent our organisation, please treat the communication as fraudulent and do not provide any money, personal information or banking details.

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.

Application numbers

This vacancy may close early if it receives a high number of applications.