Patient Pathway Coordinator

Transformation Unit; Leicester; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

Transformation Unit is seeking an experienced NHS administrative assistant to support ENT services at Leicester Royal Infirmary. You will manage clinician diaries, book clinics, process referrals via NerveCentre, and ensure RTT 18-week targets are met.

The role emphasises accuracy, confidential handling of patient data, and high-quality patient communication. This fixed-term maternity cover is full-time, 37.5 hours per week, Monday to Friday, 9am–5pm, salary £25,760–£27,476 per annum.

Qualifications

• GCSEs and relevant administrative training required.
• NVQ III or equivalent administrative qualification preferred.
• CLAIT or equivalent computer literacy essential.
• Experience with NHS systems is advantageous.

Responsibilities

• Receive and process referrals via NerveCentre and manage appointments.
• Prepare and validate patient clinic lists with required docs.
• Maximise utilisation of clinic slots in line with templates.
• Ensure referrals comply with RTT 18-week and cancer targets.
• Process overseas visitor referrals with Overseas Patient Manager.
• Update patient information across admin systems.
• Validate RTT PTL and book long-waiters with consultants.
• Add patients to appropriate waiting lists.

Skills

Diary management

Customer service

Confidentiality

Team player

Communication

Education

GCSEs

NVQ III or equivalent in admin

CLAIT (or equivalent)

Tools

Excel

PowerPoint

ORMIS

Booking systems

Job description

Main area Ear, Nose & Throat Department Grade NHS AfC: Band 3 Contract Fixed term: 12 months (Maternity cover for 12 months, Monday to Friday 9am to 5pm) Hours Full time - 37.5 hours per week (Monday to Friday 9am - 5pm) Job ref 358-7981006-MSK-C

Employer University Hospitals of Leicester NHS Trust Employer type NHS Site Leicester Royal Infirmary Town Leicester Salary £25,760 - £27,476 per annum Salary period Yearly Closing 23/10/2026 23:59

NHS AfC: Band 3

AI tools like chatbots and virtual assistants can support you as you complete your application. For example, they can check for spelling or grammar errors, or help you to decide what to include.

But they shouldn’t replace your own responses or be used to write the application for you.

Relying too much on AI can negatively impact your chances of success, because automatically generated answers:

• might not be specific or relevant enough to address the criteria in the recruitment profile
• often see generic and not personalised enough – an AI response won’t show your unique voice and perspective
• could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

Job overview

The post holder will provide a comprehensive administrative service for ENT services across Leicester Royal Infirmary (LRI) and EMPCC, ensuring clinician diaries and clinics are effectively managed and Trust quality standards are consistently met.

The role involves providing advice, support, and guidance to patients, carers, relatives, company representatives, and other service users, ensuring a high standard of customer care. The post holder will support the delivery of safe and efficient patient pathways in line with local and national guidelines, including Referral to Treatment (RTT 18-week requirements) and cancer pathway targets.

The role requires proactive management of clinic capacity and slot availability to maximise service efficiency in line with agreed templates, ensuring the timely management of annual leave and its impact on clinic utilisation. Prioritising workload in a fast paced moving service, working to deadline and using the trust PTL to book long waiters within the time required.

The post holder will use relevant CMG and Trust IT systems to accurately manage patient data and oversee patient pathways, supporting effective service delivery across the ENT service.

Main duties of the job

Main Duties

Receive and process referrals via NerveCentre, managing new referrals and follow-up appointments in accordance with service requirements.

Prepare and validate patient clinic lists in advance, ensuring all relevant documentation—including imaging, clinical notes, and correspondence is requested and available for appointments.

Maximise the effective utilisation of available clinic slots in line with agreed templates and service capacity.

Ensure all referrals are managed in compliance with local and national standards, including RTT 18-week requirements and cancer pathway targets.

Process overseas visitor referrals, including verifying identification documentation and referring cases to the Overseas Patient Manager as required.

Accurately check, extract, record, and update patient information across relevant patient administration systems.

Validate and maintain appointment details on the NC system in line with defined scheduling rules and Trust procedures and policies.

Working for our organisation

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals:

• high-quality care for all,
• being a great place to work,
• partnerships for impact, and
• research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

• we are compassionate,
• we are proud,
• we are inclusive, and
• we are one team

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

Detailed job description and main responsibilities

Liaise with clinicians regarding availability for clinics and make appropriate scheduling decisions, referring where necessary.

Monitor, manage and report clinic cancellations, including notice time given and utilisation of clinic time available.

Ensure case notes are retrieved and prepared in a timely manner to ensure they are available for clinics , taking appropriate actions where required information is not available.

To be responsible for patient communications associated with outpatient clinics. This will include ensuring data relating to patients’ demographic details are correct; booking of follow-up appointments on PAS and arranging

Deal with telephone queries and enquiries regarding appointments.

Ensure effective planning of the patient pathway to ensure each step in the patient’s journey is managed effectively and to elective care standards.

Provide training and support to other staff regarding PAS, ensuring pathways are managed according to Trust policy.

Request notes and utilise the PAS system to update case note tracking.

Validate RTT PTL and use this is a tool to book long waiter patients and the consultant backlog

Add patients to appropriate waiting lists.

Please see job description/person specification for full details on the role.

Person specification

Commitment to Trust Values and Behaviours

• Must be able to demonstrate behaviours consistent with the Trust’s Values and Behaviours

Training & Qualifications

• Educated to GCSEs
• NVQ III or relevant equivalent training and experience gained in administration post
• RTT/Clinic Management/Waiting List or relevant experience
• CLAIT (or equivalent)
• Experience of NHS systems and procedures Excel, Power point, ORMIS, Booking systems
• PTLS/Data Quality experience

Experience

• Secretarial or administrative experience
• Diary management experience
• Experience of dealing with customers/patients
• Understanding of medical terminology
• Medical administration experience
• Experience working in a large, complex organisation

Communication and relationship skills

• Able to manage sensitive patient conversations
• Must be a team player
• Able to maintain confidentiality
• Tact and diplomacy
• Exposure to dealing with complaints

Analytical and Judgement skills

• Able to act on own initiative
• Ability to assess information and take steps to address any shortfalls
• Ability to work without close supervision.

Planning and organisation skills

• Planning and Organisation skills with the ability to prioritise schedules and workloads
• Ability to look ahead to ensure clinic timescales are met at all times
• Managing competing timescales when booking appointments

Equality, Diversity and Inclusion

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs. All staff are expected to engage in compassionate and inclusive leadership in the provision of high- quality care and interactions with others

UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.

Disclosure and Barring Service Check

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.

The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.

The current price of a check is £38 for an enhanced and £18 for a standard check.

Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.

The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.

If it is identified that you are within a vulnerable category, we will endeavorto make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.

Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.

University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help deliver healthcare services that meets the needs of our diverse communities.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.