Patient Pathway Co-Ordinator | Royal National Orthopaedic Hospital NHS Trust

Royal National Orthopaedic Hospital NHS Trust; London Borough of Harrow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider in Harrow is seeking an Administrative Support Coordinator to manage patient pathways and ensure efficient service delivery. This role requires excellent organizational and communication skills, as well as experience in administrative processes within a healthcare setting. You will work closely with multidisciplinary teams, contributing to improving patient experiences and meeting performance targets. Join us to support our commitment to patient care and staff wellbeing.

Benefits

24/7 access to wellbeing support

Employee recognition platform

Dedicated Staff Wellbeing Hub

Salary sacrifice schemes

Qualifications

• Experience in managing patient pathways or similar administrative roles.
• Understanding of healthcare operational processes.
• Ability to work collaboratively within a multidisciplinary team.

Responsibilities

• Manage patient pathways from referral to appointment.
• Ensure compliance with waiting time targets.
• Provide updates on pathway delays to service managers.
• Book patient appointments and manage communications.
• Monitor waiting times and escalate issues as needed.

Skills

Organizational skills

Communication skills

Attention to detail

Education

Relevant administrative qualification

Job description

The post holder will 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 patient care is coordinated and delivered with the 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.

Responsibilities

• Manage the patient pathway from referral to first outpatient appointment, through diagnostics, treatment planning, treatment, and follow-up; highlight any potential delays in the pathway and ensure accurate data collection to support the process.
• Have a sound understanding of 18 week and cancer waiting time targets, rules and procedures; work proactively to ensure that all targets are maintained.
• Provide a weekly update to Service Managers so they are aware of any pathway delays or potential breaches of waiting times targets.
• Routinely attend performance review meetings and ensure that agreed actions and outcomes are requested, documented and monitored.
• Be responsible for booking and sending out-patient, admission/pre-assessment appointment letters and telephoning patients as required.
• To liaise with consultants and their teams to monitor and ensure correct case mix on theatre lists, making appropriate staff aware of any changes, including Site/Bed manager and Medical Records staff using the agreed protocols / shared files.
• To ensure patient cancellations are allocated new TCI dates within the specified time limits.
• To manage pre-assessment clinics, working in close conjunction with pre-assessment staff to ensure the smooth running of clinics.
• Monitor elective surgery / imaging waiting times, proactively identifying risks, and taking corrective actions to ensure relevant targets are not breached, in conjunction with the Service teams, and clinical teams.
• Deal with non-clinical queries from patients, their carers, general practitioners and members of the admin & clerical team.
• Escalate potential breaches of waiting times or patient pathway bottlenecks to the Access Manager and Service Management Teams as appropriate.
• Take overall responsibility for the waiting list and patient flow in conjunction with Service teams.
• 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.
• Assist and help support the Reception staff, and help cover if and when required.
• Provide one to one support to the Reception staff weekly to ensure they are aware of any changes and updated of room closures and other changes in lists.

About Us and Benefits

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."

At RNOH, we’re committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.

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.

At RNOH, we are more than a workplace—we are committed to patients, to excellence and the wellbeing of our staff.

To liaise with consultants and their teams to monitor and ensure correct case mix on theatre lists, making appropriate staff aware of any changes, including Site/Bed manager and Medical Records staff using the agreed protocols / shared files.

To ensure patient cancellations are allocated new TCI dates within the specified time limits.

To manage pre-assessment clinics, working in close conjunction with pre-assessment staff to ensure the smooth running of clinics.

Monitor elective surgery / imaging waiting times, proactively identifying risks, and taking corrective actions to ensure relevant targets are not breached, in conjunction with the Service teams, and clinical teams.

Deal with non-clinical queries from patients, their carers, general practitioners and members of the admin & clerical team.

Escalate potential breaches of waiting times or patient pathway bottlenecks to the Access Manager and Service Management Teams as appropriate.

To take overall responsibility for the waiting list and patient flow in conjunction with Service teams.

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.

To assist and help support the Reception staff, and help cover if and when required.

To provide one to one support to the Reception staff weekly to ensure they are aware of any changes and updated of room closures and other changes in lists.

This advert closes on Monday 22 Sep 2025