Patient Pathway Co-ordinator

Royal National Orthopaedic Hospital (RNOH) NHS Trust; Greater London; On-site; GBP 31,000 - 34,000; Full time

Job summary

Join a leading orthopaedic hospital in the UK, where you will play a vital role in enhancing patient care by managing administrative processes. This position offers a dynamic working environment that supports your growth and development while ensuring that patients receive timely and effective care. You will be part of a dedicated team focused on achieving outstanding performance targets and delivering exceptional service. If you are passionate about making a difference in healthcare and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

24/7 Wellbeing Support

Rewards & Recognition Platform

Dedicated Staff Wellbeing Hub

Salary Sacrifice Schemes

Qualifications

• 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 organization.

Responsibilities

• Manage patient pathways from referral to appointment, ensuring timely care.
• Book appointments and handle patient queries efficiently.
• Monitor waiting times and escalate potential delays.

Skills

Administrative Skills

Communication Skills

Interpersonal Skills

Organizational Skills

Teamwork

Initiative

Education

Grade C or above in English and Maths GCSE

Job description

Main area Administrative Grade NHS AfC: Band 4 Contract Permanent Hours Full time - 37.5 hours per week (8am to 4pm and 10am to 6pm alternate weeks) Job ref 392-RNOH-1149

Site Royal National Orthopaedic Hospital Town Stanmore Salary £31,081 - £33,665 Per Annum Inclusive of HCAS Salary period Yearly Closing 05/02/2025 23:59

Please note in order to progress your application, your data will be processed by our 3rd 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.

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.

Job overview

The post holder will be required to act as a flexible administrative resource actively supporting patient pathway improvement projects across the Trust. The post-holder will have direct patient contact working with the wider multidisciplinary team to ensure that patient care is coordinated and delivered with minimum level of difficulty to our patients, in the service delivery of 18 week and cancer waiting time pathways and other performance targets. Any other duties commensurate with the grade and in line with the requirement of this post.

Main duties of the job

1. To be responsible for the management of the patient pathway, from referral to first outpatient appointment, through diagnostics, treatment planning, and follow-up, highlighting any potential delays in the pathway and ensuring accurate data collection to support the process.
2. To have a sound understanding of 18 week and cancer waiting time targets, rules and procedures, and to work proactively to ensure that all targets are maintained.
3. The post holder should provide a weekly update to Service Managers so they are aware of any pathway delays or potential breaches of waiting times targets.
4. To routinely attend performance review meetings and ensure that agreed actions and outcomes are requested, documented and monitored.
5. To be responsible for booking and sending out-patient, admission/pre-assessment appointment letters and telephoning patients as required.

Working for our organisation

At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:

• Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
• Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
• Ranked #1 among all Acute Specialist Trusts for "We work flexibly."

Joining our organisation means enjoying a wide range of staff benefits, including:

• 24/7 access to wellbeing support through our Employee Assistance Programme.
• A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
• A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
• Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare.

Detailed job description and main responsibilities

1. To liaise with consultants and their teams to monitor and ensure correct case mix on theatre lists, making appropriate staff aware of any changes.
2. To ensure patient cancellations are allocated new TCI dates within the specified time limits.
3. To manage pre-assessment clinics, working in close conjunction with pre-assessment staff to ensure the smooth running of clinics.
4. Monitor elective surgery/imaging waiting times, proactively identifying risks, and taking corrective actions to ensure relevant targets are not breached.
5. Deal with non-clinical queries from patients, their carers, general practitioners and members of the admin & clerical team.
6. Escalate potential breaches of waiting times or patient pathway bottlenecks to the Access Manager and Service Management Teams as appropriate.
7. To take overall responsibility for the waiting list and patient flow in conjunction with Service teams.
8. To be able to travel between the two sites and provide the necessary support and leadership that enables the delivery of services to be seamlessly achieved.
9. To assist and help support the Reception staff, and help cover if and when required.
10. To provide one to one support to the Reception staff weekly to ensure they are aware of any changes.

Person specification

Communication & Relationship Skills

• Ability to prioritise workload
• Good communication and interpersonal skills
• Ability to perform general administrative duties
• 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 work
• Knowledge and understanding of Government and Local Targets
• Excellent administrative and organisation skills
• Previous experience of managing a waiting list
• Supervisory experience
• Ability to work unsupervised and use own initiative
• Experience of working within a team

Planning & Organisational Skills

• Adaptable and approachable
• Works well with other people
• Management of own office environment and workload
• Happy to use own initiative

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.

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications.

The RNOH operates a Smoke-Free Policy. Smoking is not permitted on any of the Trust’s premises (including the grounds that those premises are sited on) or in any Trust owned vehicle.