Patient Pathway Assistant | Royal National Orthopaedic Hospital NHS Trust

Royal National Orthopaedic Hospital NHS Trust; London Borough of Harrow; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading orthopaedic hospital in Harrow is seeking a Receptionist to provide a comprehensive booking service. Key responsibilities include processing referrals, managing patient appointments, and providing face-to-face support. Ideal candidates should have experience in reception or patient-facing roles and strong communication skills. This role promises a dynamic work environment with opportunities for career progression.

Qualifications

• Experience of front of house reception or patient-facing roles is desirable.
• Ability to make sound judgments in unsupervised periods.

Responsibilities

• Schedule and process all referrals and requests within defined timescales.
• Provide an efficient and friendly telephone service to patients.
• Deal face to face with patient and visitor enquiries.

Skills

Strong communication skills

Interpersonal skills

Competence with information systems

Job description

Overview

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. 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.

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 service to patients, and other callers both internal and external to Trust.
• Where required contact patients directly to offer, reschedule, cancel appointments or confirm attendance.
• At reception deal face to face with patient and visitor enquiries relating to department matters 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.

About the employer

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/

Requirements

Experience of front of house reception or patient-facing roles is desirable. Strong communication and interpersonal skills, ability to make sound judgments in unsupervised periods, and competence with relevant information systems are important for this role.

This advert closes on Monday 22 Sep 2025.