Patient Pathway Concierge

The Methodist Church in Britain; Royal Borough of Kingston upon Thames; On-site; GBP 23,000 - 27,000; Full time

Job summary

Kingston and Richmond NHS Foundation Trust is seeking an administrative post within the multi-disciplinary patient pathway team in Kingston. The role involves handling referrals, scheduling outpatient and elective care, and coordinating the patient journey from referral to discharge to ensure timely treatment.

Experience in customer service, call handling and admin is essential, with ophthalmology or NHS healthcare experience as nice-to-have attributes.

Qualifications

• Customer service or front-line service experience.
• Experience handling calls and inquiries.
• Administrative experience in an office/clinical setting.

Responsibilities

• Act as the point of contact for all administrative issues relating to the patient pathway
• Process and log all referrals in line with the Trust access policy and specialty SOP
• Manage all outpatient and elective patient journeys using the 18-week referral to treatment target
• Schedule new and follow-up appointments with the most suitable clinician, using capacity efficiently and escalating issues to the line manager
• Schedule elective admissions, offering patients a choice of dates and agreeing the admission date with them
• Manage and monitor outpatient and theatre scheduling to make best use of capacity
• Support proactive management of the pathway from referral to discharge so it runs smoothly
• Apply Standard Operating Procedures consistently across the Trust, completing tasks correctly within set timescales
• Ensure high patient and clinician satisfaction through an accessible, customer-focused service

Skills

Customer service

Call handling

Admin experience

Job description

Kingston and Richmond NHS Foundation Trust is seeking an administrative post within the multi-disciplinary patient pathway team in Kingston. The role involves handling referrals, scheduling outpatient and elective care, and coordinating the patient journey from referral to discharge to ensure timely treatment.

Experience in customer service, call handling and admin is essential, with ophthalmology or NHS healthcare experience as nice-to-have attributes.