Patient Pathway Coordinator

Frimley Health NHS Foundation Trust; Camberley; On-site; GBP 26,000 - 34,000; Full time

Job summary

Frimley Health NHS Foundation Trust is seeking a motivated Band 5 Patient Coordinator to oversee the day-to-day management of the specialty administrative team at Frimley Park Hospital, with occasional cover at other sites when required.

You will monitor the Patient Tracking List (PTL) and work queues to ensure patients progress through their pathways efficiently, meet NHS waiting time targets, and maintain local performance standards.

Qualifications

• First degree or equivalent relevant experience.
• Management qualification is desirable.
• Experience in a customer care environment is essential.
• Two years' NHS acute hospital experience is essential.
• Ability to manage a team and work under pressure.
• Understanding of current NHS standards and targets, and ability to negotiate with stakeholders.

Responsibilities

• Supervise and line manage the outpatient appointment booking team.
• Ensure booking procedures and administration optimise capacity and meet national targets.
• Develop action plans with service managers to maintain performance targets.
• Identify capacity issues and escalate to service managers and clinicians.
• Collaborate across clinical and non-clinical teams to ensure smooth patient access.

Skills

People management

Customer care

NHS experience

Team leadership

Data interpretation

Education

First degree or equivalent

Management qualification

Tools

Hospital information systems

Job description

Job Overview

An exciting opportunity has arisen for a motivated and organised Band 5 Patient Coordinator to join our team working at Frimley Park Hospital with occasional cover at other sites when required. The post holder will oversee the day-to-day management of the specialty administrative team, providing supervision and line management to clinical administrative staff.

Job Overview

An exciting opportunity has arisen for a motivated and organised Band 5 Patient Coordinator to join our team working at Frimley Park Hospital with occasional cover at other sites when required. The post holder will oversee the day-to-day management of the specialty administrative team, providing supervision and line management to clinical administrative staff.

You will be responsible for monitoring the Patient Tracking List (PTL) and work queues, ensuring patients progress through their pathways efficiently and that NHS waiting time targets and local performance standards are achieved.

Working closely with clinical and operational colleagues, you will ensure booking processes are delivered effectively, administrative resources are utilised to maximise capacity, and patients receive a high-quality, customer-focused service throughout their care journey.

Main duties of the job

• To assist the Service Manager, Deputy Operations Managers and Operations Manager with achieving and sustaining key performance targets.
• 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.

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.

Detailed Job Description And Main Responsibilities

• Manage the speciality team, which will involve supervising and direct line managing the outpatient appointment booking team.
• Ensuring agreed booking procedures, and administration resources deliver optimum utilisation of capacity, within national targets and timescales, and ensuring the service is customer care focused at all times.
• To manage the performance of agreed booking procedures required to meet and maintain the national targets following standard operating procedures (SDPs) that allow for efficient booking and utilisation of existing capacity by speciality.
• To manage the performance of processes which will ensure early identification of capacity issues for escalation and discussion with service managers and clinicians.
• To agree action plans in line with service managers to constantly maintain the delivery of the Trust's performance targets.
• To review procedures within the Directorates, which affect patient access, identify and implement changes in order to improve efficiency and effectiveness for patients.
• To work closely with members of the clinical and non-clinical teams across the Trust in developing and refining policies and procedures to ensure seamless management of patients across all departments.
• To ensure that the team maintains a professional and positive approach at all times.

Person specification

Qualifications

Essential criteria

• First degree or equivalent relevant experience

Desirable criteria

• Management qualification

Experience

Essential criteria

• Experience in a customer care environment
• Two years' experience of working in an NHS acute hospital setting

Desirable criteria

• Conversant with hospital information systems

Skills and Knowledge

Essential criteria

• Ability to manage a team
• Understanding of current national NHS standards and targets
• Ability to negotiate at all levels and work in partnership with all relevant stakeholders
• Ability to work under pressure

Desirable criteria

• Highly developed analytical skills and competency in interpreting complex data
• Knowledge of medical terminology

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.