Patient Pathway Coordinator (Outpatients Bookings) Urology

Frimley Health NHS Foundation Trust; Ascot; On-site; GBP 26,000 - 38,000; Full time

Job summary

Frimley Health NHS Foundation Trust in Ascot is seeking a highly organised Patient Pathway Coordinator for the Outpatients department at Heatherwood Hospital. The role leads the speciality administration team, coordinates appointment bookings and supports NHS targets and patient care standards.

You will work closely with clinical and admin colleagues to manage patient pathways, maintain records and ensure confidentiality while delivering a professional and efficient outpatient service.

Qualifications

• Degree or equivalent relevant experience.
• Experience in a customer care environment.
• Experience in an NHS acute hospital setting.
• 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.

Responsibilities

• Manage the speciality administration team, including supervising and directly line managing the outpatient appointment booking team.
• Ensure agreed appointment booking procedures are followed consistently and effectively.
• Coordinate administrative resources to maximise clinic capacity and ensure optimum utilisation of available appointments.
• Support the achievement of NHS national targets, waiting time standards and required patient pathway timescales.
• Monitor appointment booking processes and help identify and resolve issues that may cause delays to patient care.
• Promote a patient‑centred approach, ensuring that patients receive a professional, responsive and compassionate service.
• Work collaboratively with clinical teams, administrative colleagues and other departments to support the smooth running of outpatient services.
• Maintain accurate patient records and ensure confidentiality and compliance with relevant policies and procedures.
• Support continuous service improvement, effective team performance and the delivery of efficient outpatient services.

Skills

Team management

Patient pathway coordination

NHS processes

Stakeholder communication

Prioritisation

Education

Degree or equivalent relevant experience

Management qualification

Tools

Hospital information systems

Job description

Job Overview

Patient Pathway Coordinator (Outpatients) – General Surgery and Urology

Location: Heatherwood Hospital, Ascot

Contract: 12-month fixed-term contract or secondment

We are seeking a highly organised, proactive and patient-focused individual to join our Outpatients Department as a Patient Pathway Coordinator for General Surgery and Urology.

The successful candidate will manage the speciality administration team, including supervising and directly line managing the outpatient appointment booking team. Responsibilities include ensuring booking procedures are followed, maximising clinic capacity, coordinating administrative resources and supporting the achievement of NHS national targets and waiting time standards. You will work closely with clinical and administrative teams to ensure patient pathways are managed efficiently, appointments are coordinated within required timescales and patients receive a high standard of customer care. The ideal candidate will have excellent organisational, communication and leadership skills, the ability to manage competing priorities, and a commitment to teamwork, confidentiality and continuous service improvement. This is an excellent opportunity to contribute to efficient outpatient services and help deliver a positive patient experience at Heatherwood Hospital.

Main duties of the job

• Manage the speciality administration team, including supervising and directly line managing the outpatient appointment booking team.
• Ensure agreed appointment booking procedures are followed consistently and effectively.
• Coordinate administrative resources to maximise clinic capacity and ensure optimum utilisation of available appointments.
• Support the achievement of NHS national targets, waiting time standards and required patient pathway timescales.
• Monitor appointment booking processes and help identify and resolve issues that may cause delays to patient care.
• Promote a patient‑centred approach, ensuring that patients receive a professional, responsive and compassionate service.
• Work collaboratively with clinical teams, administrative colleagues and other departments to support the smooth running of outpatient services.
• Maintain accurate patient records and ensure confidentiality and compliance with relevant policies and procedures.
• Support continuous service improvement, effective team performance and the delivery of efficient outpatient services.

Working for our organisation

Visa Sponsorship

This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.

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 (SDP’s) 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

• Degree or equivalent relevant experience

Desirable criteria

• Management qualification

Experience

Essential criteria

• Experience in a customer care environment
• 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.