Patient Pathway Assistant

Homerton Healthcare NHS Foundation Trust; Royal Borough of Greenwich; On-site; GBP 21,000 - 25,000; Full time

Job summary

Homerton Healthcare NHS Foundation Trust is seeking a Patient Pathway Assistant to support RTT validation and patient pathway tracking within the Validation Team. You will help manage waiting lists, book outpatient appointments, and ensure data quality across PAS and related systems.

The role requires strong organisational and communication skills, ability to work to RTT guidance, and a commitment to excellent patient service in a fast-paced NHS environment.

Qualifications

• Experience of data collection and data entry.
• Experience of working in administration/customer service.
• Experience of using hospital administration electronic patient record systems.
• Knowledge of patient confidentiality and need for data accuracy.
• Ability to work in a team and handle public calls.

Responsibilities

• Answering calls using the Call Centre Storm System for Acute and Clinical Assessment services.
• Manage and action worklists to keep patient pathways up to date.
• Book, amend and manage outpatient appointments in line with RTT rules.
• Apply RTT guidance and escalate delays or pathway issues.
• Handle inbound and outbound calls across Acute and CAS lines.
• Liaise with clinical and booking teams to resolve queries.
• Maintain accurate records on PAS and other systems.
• Deliver high-standard customer service with professional and sensitive handling.

Skills

Able to work as part of a team

Confident with public and patient call

Work under pressure

Computer literate and keyboard skills

Personal development and training

Education

A Level or equivalent

NVQ level 2/3

Tools

PAS systems

Job description

Homerton Healthcare NHS Foundation Trust

Patient Pathway Assistant

The closing date is 30 October 2026

Please note that this vacancy may close earlier than the advertised closing date due to the high volume of applications received.

THIS ROLE IS NOT ELIGIBLE FOR SPONSORSHIP. Please ensure you have an unrestricted right to work in the UK and do not require visa sponsorship, now or in the future, before submitting an application.

The post holder will join the RTT (Referral to Treatment) Validation team within the Patient Administration Contact Centre and will be responsible for managing a wide range of administrative and patient-facing tasks.

We are looking for motivated and detail-oriented individuals with experience in RTT validation, patient pathway tracking, waiting list management and overall pathway elective standards to join our Validation Team. The successful candidate will have a strong understanding of NHS RTT rules, consultant-led pathways, clock starts and stops, and validation processes. You will play a vital role in ensuring the accuracy of RTT data, identifying, and resolving pathway discrepancies, validating patient journeys, and supporting the Trust's elective access standards. Experience of working with PTLs, PAS systems, data quality processes, and managing complex patient pathways is essential. Excellent analytical, organisational, and communication skills are required, along with the ability to work independently and collaboratively within a fast-paced performance-focused environment.

Main duties of the job

• Answering calls using our Call Centre Storm System for Acute and Clinical Assessment services.
• Manage and action worklists efficiently, ensuring patient pathways remain appropriate and up to date.
• Book, amend and manage outpatient appointments in a timely manner, in line with RTT rules and local guidance.
• Apply RTT guidance accurately, escalating concerns where delays or pathway issues are identified.
• Handle inbound and outbound calls, providing support across Acute and CAS (Clinical Assessment Service) call lines.
• Liaise effectively with clinical teams, booking teams and other departments to resolve queries and support patient pathways.
• Maintain accurate and up-to-date records on PAS and other relevant systems.
• Deliver a high standard of customer service, ensuring patient queries are handled professionally and sensitively.
• Knowledge and understanding of RTT principles and guidance is expected.
• Experience of working with worklists, appointment booking and patient administration systems.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Strong communication skills with confidence in telephone-based patient contact.
• Attention to detail and commitment to data quality and pathway accuracy.
• These roles require to include working Monday - Friday 08:00 - 20:00 shift pattern. If you are unable to work shift patterns then please do not apply.

About us

Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.

We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).

Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.

Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.

We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.

Homerton has a proud tradition of supporting and developing its staff, including its well regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.

Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents, please view the attachment/s on this page.

The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.

Person Specification

Education/ Qualifications

• oA Level or equivalent
• oNVQ level 2/3

Skills/Abilities

• oAble to work as part of a team
• oAble to confidently deal with the public and manage a range of patient calls
• oAble to work under pressure and in stressful situations
• oComputer literate with good keyboard skills
• Willingness to continue personal development and training

Experience

• oExperience of working with the public
• oExperience of data collection and data entry
• oExperience of working in administration/customer service
• Experience of using hospital administration electronic patient record systems

Knowledge

• oKnowledge/understanding of patient confidentiality
• oKnowledge/understanding of the need for accurate data

Other Requirements

• Understanding and demonstration of the Trust Values

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.

Homerton Healthcare NHS Foundation Trust