Patient Pathway Co-ordinator - Team Leader

Frimley Health NHS Foundation Trust; Ascot; On-site; GBP 42,000 - 56,000; Full time

Job summary

Frimley Health NHS Foundation Trust is seeking a motivated Team Leader for the Surgery directorate. The post holder will support the Service Manager and Operations Manager in delivering high-quality clinical administrative services and managing patient pathways across four hospital sites.

You will provide line management, oversee workload allocation, and support appraisals, development and performance management in a cross-site role requiring regular travel.

Qualifications

• Experience of managing/supervising an office function, preferably in an NHS or service environment.
• Experience of working in the NHS either in a hospital, private practice or for a GP.
• Experience in a busy environment and dealing with the public.
• Strong communication and interpersonal skills.

Responsibilities

• Monitor performance against local and national KPIs, escalating capacity or operational bottlenecks to the Service Manager.
• Oversee administrative processes to ensure data accuracy and compliance with Trust policies.
• Provide leadership and development support to administration teams across four hospital sites.
• Line manage administration staff, ensuring productive performance and delivery.
• Lead recruitment and selection of new staff in line with Trust procedures.

Skills

Team leadership

Line management

Workflow coordination

Communication skills

Problem solving

Organisational skills

Education

First degree

Management qualification

Tools

Epic EPR

MS Office

Job description

Qualifications

Essential criteria

Experience

Essential criteria

Job Overview

We are seeking a motivated Team Leader to join the Surgery directorate. The post holder will support the Service Manager and Operations Manager in delivering high-quality, efficient clinical administrative services and in the effective management of patient pathways and administrative team. This role is central to supporting the directorate in achieving key performance targets and maintaining smooth operational delivery. You will provide line management and operational oversight of the administration team across all four hospital sites, ensuring effective allocation of workload, supervision of staff, and support for appraisals, development, and performance management. The role is cross-site and will require regular travel between the four hospital sites to provide effective operational oversight and support to the teams. The post holder will also manage attendance, monitor compliance with mandatory training, and ensure adherence to Trust policies and procedures, contributing to a positive and productive working environment. The successful candidate will have excellent organisational, communication, and problem-solving skills, with the ability to work effectively and diplomatically with a wide range of staff and stakeholders. Applicants should have recent and relevant experience in a comparable administrative or operational role, including demonstrable experience of managing staff, coordinating workflows, and supporting teams to meet operational objectives.

Main duties of the job

• Monitor performance against local and national KPIs, escalating any capacity or operational bottlenecks to the Service Manager.
• Oversee administrative processes (such as patient bookings, tracking pathways, clinic coordination, or data entry) to ensure data accuracy and compliance with Trust policies.
• To provide practical support and advice in addressing day to day issues and problems within the directorate.
• To line manage members of the administration teams they work with, providing them with strong and clear leadership to ensure they are working effectively, efficiently and productively.
• To work in conjunction with the directorate bookings and administrative teams.
• To provide a comprehensive service to the Consultants and their team, ensuring Trust standards are adhered to in relation to all documentation and data entry concerning patient appointments and treatment.
• To lead on the development of competencies, protocols and procedures to ensure a highly efficient and smooth-running services, ensuring appropriate documentation, standard setting, monitoring and communication systems are in place.
• Responsible for monitoring, managing and reporting on leave in line with Trust systems and procedures.
• To performance manage staff where appropriate.
• Undertake and lead on recruitment and selection of new staff in line with Trust systems and policy.
• To be responsible for ensuring that staff comply with all Trust policies and procedures.

Working for our organisation

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available. Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too. We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users. Frimley Health Trust benefits on Vimeo.

Detailed Job Description And Main Responsibilities

For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.

Person specification

Qualifications

Essential criteria

• Microsoft office skills at ECDL level or equivalent experience – able to produce reports
• First degree or equivalent relevant experience

Desirable criteria

• Management qualification

Experience

Essential criteria

• Demonstrable experience of managing/supervising an office function, preferable in an NHS or service environment
• Experience of working in the NHS either in a hospital, private practice or for a GP
• Experience of a busy environment and dealing with the public

Desirable criteria

• Conversant with hospital information systems

Skills & Knowledge

Essential criteria

• Ability to manage a team
• Knowledge of data protection and issues around patient confidentiality
• Knowledge of NHS patient administration systems
• Excellent communication skills – both verbal, presentation and written
• Ability to motivate and organise people

Special Requirements

Essential criteria

• Flexibility to work varying hours
• Ability to attend meetings at different locations including Frimley Park Hospital, Heatherwood Hospital and Wexham Park Hospital

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities. Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first. We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services. We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations. Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care. Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.