Patient Pathway Administrator

Royal National Orthopaedic Hospital NHS Trust; Stanmore; On-site; GBP 31,000 - 32,000; Full time

Job summary

Royal National Orthopaedic Hospital NHS Trust in Stanmore is seeking a Patient Pathway Administrator to support the Prosthetic Rehabilitation Unit and Orthotics Department. You will handle administrative duties, book appointments, maintain patient records, and liaise with clinicians to ensure smooth patient pathways.

The role requires excellent communication, organisational and IT skills, with a solid understanding of confidentiality and GDPR.

Qualifications

• GCSE English and Maths at grade C/4 or above.
• Understanding of confidentiality and GDPR requirements.
• Experience in administrative environment with high accuracy and attention to detail.
• Previous NHS experience desirable.

Responsibilities

• Coordinate, book and amend patient appointments to optimise clinic utilisation.
• Respond to patient enquiries by phone, email or face-to-face in a professional manner.
• Record, validate and maintain patient activity and demographic information in the Trust's PAS.
• Monitor and action administrative tasks within Trust systems to progress patient pathways.
• Manage the handling and dispatch of goods and related documentation.
• Liaise with clinicians and other departments to ensure smooth clinic operations.
• Support waiting list management and keep patient records updated.

Skills

Communication skills

Organisational skills

IT skills

Teamwork

Education

GCSE English & Maths

NVQ Level 3 in Business Administration

Tools

Microsoft Office

PAS systems

Epic EHR

Job description

Royal National Orthopaedic Hospital NHS Trust

Patient Pathway Administrator

The closing date is 19 November 2026

Following a review of the role against the current Home Office sponsorship requirements, it has been determined that this role does not satisfy the relevant eligibility requirements for sponsorship and therefore we are NOT in a position to offer sponsorship for this vacancy. Candidates applying for this role must therefore have the right to work in the UK without the need for employer sponsored immigration status.

An exciting opportunity has become available for highly motivated and professional individuals to join the Royal National Orthopaedic Hospital as Patient Pathway Assistant within our Prosthetic Rehabilitation Unit and Orthotics Department.

In this pivotal role, you will provide essential administrative and clerical support to two dynamic, multidisciplinary teams comprising Consultants, Therapists, Prosthetists, and Orthotists. Your contribution will help ensure the smooth delivery of patient care and operational excellence across both departments.

Please see JD for further information.

For further details contact Lidiya Dimitrov, Deputy Service Manager for Prosthetics and Orthotics via 020 394 70 265 or [e-mail]. We are recruiting for 37.5 hours (1.00 FTE) to cover between Monday to Friday and the working hours are between 8am-5pm.

Main duties of the job

We are seeking a proactive, organised and motivated individual who thrives in a fast-paced environment to join our busy Prosthetic Rehabilitation Unit administrative team. The post holder will play a key role in supporting the delivery of a high-volume outpatient service, working closely with patients, clinicians and multidisciplinary teams to ensure patient pathways are managed efficiently and effectively. Excellent communication, organisational and IT skills are essential, together with a commitment to delivering a high-quality patient experience and outstanding administrative support.

Key Responsibilities

• Coordinate, book, amend and reschedule patient appointments, ensuring efficient clinic utilisation and timely access to services.
• Respond to patient telephone, email and face-to-face enquiries in a professional, courteous and empathetic manner.
• Accurately record, validate and maintain patient activity and demographic information using the Trust's systems.
• Monitor and action administrative tasks within Trust electronic systems, ensuring patient pathways are progressed appropriately.
• Manage the handling and dispatch of goods and its related documentation.
• Liaise with clinicians, administrative colleagues and other internal departments to facilitate the smooth running of clinics and day-to-day service operations.
• Support waiting list management and ensure patient records and appointments are maintained in line with Trust policies and performance standards.

About us

This role offers the opportunity to work collaboratively with the Patient Pathway Coordinators within the Prosthetics and Orthotics team, contributing to a supportive and forward-thinking environment. We are committed to nurturing professional development, with tailored training and regular shared learning sessions that foster growth, innovation, and excellence across the department.

The Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK, and is regarded as a leader in the field of orthopaedics both in the UK and world-wide. The RNOH provides a comprehensive range of neuro-musculoskeletal health care, ranging from acute spinal injury or complex bone tumour to orthopaedic medicine and specialist rehabilitation. This broad range of services is unique within the NHS.

As a national centre of excellence, the RNOH treats patients from across the country, many of whom have been referred by other hospital consultants for second opinions or for treatment of complex or rare conditions. Patients benefit from a team of highly specialised consultants, many of whom are nationally and internationally recognised for their expertise and experience. Consultants are supported in their work by nurses, therapists and other specialist clinical staff who are trained experts in their particular fields of orthopaedic care.

Job responsibilities

This role will primarily focus on supporting the Clinical Team within the Prosthetic Rehabilitation Unit and Orthotics Department.

Duties will include managing patient correspondence, chasing clinical results, cashing up clinics, monitoring and actioning the shared departmental inbox, maximising clinic utilisation, recording and validating activity on PAS systems, and liaising with a range of internal stakeholders to support the delivery of patient care.

A good understanding of the 18-week Referral to Treatment (RTT) standard and experience of waiting list management are desirable.

Please see the attached Job Description for further information about this role.

Please note that this role is unlikely to meet the eligibility requirements for Skilled Worker visa sponsorship. Applicants requiring sponsorship should ensure they meet the current UKVI eligibility criteria before applying.

Person Specification

Communication & Relationship Skills

• Able to communicate clearly and sensitively with a wide range of patients, colleagues and external stakeholders, including in situations where there may be barriers to understanding (e.g. language difficulties or patients and relatives who are anxious or distressed).
• Able to work effectively as part of a team in line with standard operating procedures.
• Able to work effectively autonomously, in line with standard operating procedures.
• Able to demonstrate tasks and procedures to colleagues.
• Able to support the induction of new staff within the department.

Knowledge, Training & Experience

• Educated to GCSE level (or equivalent), including English and Mathematics at Grade C/Level 4 or above.
• Understanding of the importance of maintaining confidentiality and handling sensitive information in accordance with Data Protection and GDPR requirements.
• Knowledge of administrative procedures gained through training and/or previous experience in an administrative environment, with a high level of accuracy and attention to detail
• Experience of working in a busy environment.
• Experience managing competing priorities.
• Experience of working in a non-routine environment, with demonstrable problem-solving skills (acquired through experience and/or training to Vocational Level 3 or equivalent).
• The ability to resolve issues as they arise (acquired through experience and/or training to Vocational Level 3 or equivalent).
• Experience of delivering a high-quality customer or patient-focused service within a busy environment.
• Knowledge of a broad range of administrative procedures.
• NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or an equivalent qualification.
• Previous NHS experience.
• Previous experience of working within a healthcare setting.

Analytical & Judgment Skills

• Ability to make decisions in a constantly changing environment, using judgement to resolve queries or elevate them where appropriate.
• Able to handle sensitive information with tact, diplomacy and understanding.

Planning & Organisational Skills

• Able to work independently.
• Able to manage and prioritise own workload, which is often varied, to meet competing deadlines.
• Advanced keyboard skills.
• Proficiency in the use of Microsoft Office applications (Word, Excel, Outlook).
• Experience of using a patient record system.
• Knowledge of the Epic electronic health record (EHR) system.

Responsibility for Equality, Diversity and Inclusion

• Demonstrable commitment to anti-discriminatory behaviours and practices.
• Demonstrable commitment to inclusive behaviours and practices.

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.

Employer name

Royal National Orthopaedic Hospital NHS Trust

£30,630 to £32,346 a yearPer Annum Including HCAS