Patient Pathway Co-ordinator - Contact Centre

Integrated Care System; Colchester; On-site; GBP 24,000 - 28,000; Full time

Job summary

An Integrated Care System is seeking a Patient Pathway Coordinator for a fixed-term contract, based at Colchester General Hospital. The role involves managing patient appointments, handling referrals, and ensuring exceptional customer service within a busy environment. Candidates should possess good organizational skills and prior experience in a healthcare setting, particularly in patient interactions. Opportunities for professional development and flexible working arrangements are part of the employment package.

Benefits

Generous pension scheme

27 days annual leave on commencement

Access to NHS discounts

Flexible working options

Qualifications

• Previous experience in a customer service environment preferably within the NHS.
• Ability to work under pressure in a crowded environment.
• Knowledge of hospital work and systems is advantageous.

Responsibilities

• Book patients' appointments and manage electronic referrals.
• Provide customer service supporting patients via telephone.
• Ensure compliance with Referral to Treatment (RTT) pathways.

Skills

Communication Skills

Organizational Skills

Customer Service

Education

GCSE Grade C in English/Maths

Tools

Medway

Job description

Go back East Suffolk and North Essex NHS Foundation Trust

Patient Pathway Co-ordinator - Contact Centre

The closing date is 29 July 2025

We are currently recruiting for a dynamic and flexible outpatient Patient Pathway Coordinator - Fixed Term contract until the 31st December 2025.

You will be based at Colchester General Hospital, but may need to cover at other Trust sites on occasion to meet the needs of the service. You will be working within a very demanding but rewarding environment and will need to be flexible.

You will be required to work across a 5 day working week within the opening hours of the Contact Centre which is Monday to Thrday 08:00 - 18:30, Friday 0800 - 1700 with Saturday working (optional) as and when needed to meet the service needs.

Main duties of the job

The role will consist of booking patients appointments, referral management and providing customer service to patients in an efficient and sensitive manner via telephone.

You willhave previous experience working in a customer service environment preferably within the NHS and will possess good organisational and communication skills in order to liaise with various areas internally and external to the Trust. You must possess a clear and confident telephone manner.

The ability to effectively & efficiently organise workload is essential. You will be required to work within Referral to Treatment (RTT) pathways, and comply with national and local waiting time outpatient targets. Knowledge of NHS computer systems would be advantageous, but you may also be familiar with other computerised booking systems.

About us

We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.

We are one of the largest NHS organisations in England, employing more than 12,000 staff.

We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.

Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.

Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.

We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.

If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.

Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A

Job responsibilities

Main Duties and Responsibilities:-

• Check GP referral letters and register patients on Medway and CAB where necessary.
• To be aware of the 18 week RTTP Target and the Trust and patients responsibilities therein.
• Submit referrals for assessment and make new outpatient appointments as prioritised by the Consultants.
• Telephone patients to negotiate appointments, or print and send partial booking letters as appropriate.
• Manage all electronic referrals as Trust policy.
• To work progressively towards the implementation of ERS project through direction from management team.
• To amend work processes as directed in line with changes to booking practices as instructed by management team in the implementation of ERS and partial booking.
• Deal with patient telephone enquiries across a range of specialties.
• Make follow up appointments, in line with partial booking, as requested by Medical Secretaries, Wards, Clinics, Departments & other hospital sites.
• Cancel and re-arrange clinics as requested, and inform patients of such arrangements.
• Liaise with the Senior Patient Pathway Manager and Supervisors, and Nursing Staff/Medical Secretaries/Medical Records/other departments and outlying hospital sites.
• Assist in the maintenance and control of the clinics to ensure an efficient service to both the patients and the Doctors.
• Any other duties as delegated by the Patient Pathway Supervisors/ Patient Pathway Manager
• To ensure that patients are offered appropriate appointments, in line with
• Departmental protocols and guidelines, maintaining 18 week RTT rules whilst adhering to the Trust Access policy
• To deal with telephone callers politely and efficiently, either in person or by transferring to the relevant department.
• To help and support all members of the Team by having a flexible approach to both workload and working patterns.

Please see attached job description for full details

Person Specification

Qualifications

• GCSE Grade C (or equivalent) standard in English/Maths

Knowledge

• Able to use initiative and judgment and organise own work and work within a team
• Clerical skills
• Previous knowledge of hospital work and systems
• Knowledge of computer data systems and/or Medway
• Knowledge of confidentiality

Experience

• Should be able to work in a crowded and stressful environment

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

East Suffolk and North Essex NHS Foundation Trust