Patient Pathway Coordinator / Team Leader

Kingston and Richmond NHS Foundation Trust; Kingston upon Thames; On-site; GBP 32,000 - 35,000; Full time

Job summary

A healthcare provider in Kingston upon Thames seeks a Patient Pathway Coordinator/Team Leader to facilitate patient pathways from referral to discharge. The role includes managing a multidisciplinary team, ensuring high satisfaction levels, and utilizing SOPs for operational efficiency. Ideal candidates should possess experience in customer service and NHS appointment management, and be proficient in Microsoft Office. Offering a competitive salary of £32,199 to £34,876 per year, this full-time, permanent position embraces flexible work arrangements.

Benefits

On-site staff nursery

Wellbeing practitioners

Employee assistance programme

Qualifications

• Experience in customer service and NHS appointment management.
• Proficiency in Microsoft Office, especially Word and Excel.
• Ability to enter and manage data effectively.

Responsibilities

• Process and log all referrals according to Trust Access Policy.
• Schedule and supervise appointments for clinicians.
• Lead validation of patient tracking lists to ensure timely treatment.
• Manage admission scheduling and communicate with patients.

Skills

Customer Service

NHS Appointment Management

Microsoft Office

Data Entry

Education

A Level / NVQ Level 4 - Business Administration/Customer Care or equivalent

GCSE Maths, grade A - C (or equivalent)

Job description

Overview

Kingston and Richmond NHS Foundation Trust is seeking a Patient Pathway Coordinator/Team Leader. The closing date is 10 February 2026.

The post holder will be the point of contact for all administrative issues relating to patients' pathway of care. They will work as part of a multidisciplinary team and provide expertise in the proactive management of the patient pathway from referral to discharge, and will line manage and allocate work to the PPC team. They will ensure high levels of patient and clinician satisfaction by being an accessible, customer-focused and knowledgeable point of contact. They will use Standard Operating Procedures (SOPs) to ensure that the role's functions are carried out within given timescales.

Main duties of the job

• Process and log all referrals, in line with Trust Access Policy and specialty SOP.
• Schedule new and follow-up appointments with the most appropriate clinician, ensuring capacity is proactively and efficiently used, and supervise other staff to ensure this is done.
• Use the 18 weeks referral to treatment (RTT) to manage all outpatient and elective patient journeys.
• Lead on the validation of the RTT Patient Tracking List (PTL). Investigate and take appropriate action where pathways are incomplete to ensure patients receive timely treatment and Trust information is robust.
• Ensure that Trust agreed standard of service is delivered to patients requiring elective admission to specialty.
• Ensure details of patients to be admitted are entered onto CRS, recording accurate information.
• Schedule elective admissions, contacting patients offering them a choice of admission dates and agreeing with them the date of admission.

About us

Development and staff wellbeing

Your growth and personal happiness matter to us. After all, we can't expect the best from you if we don't invest in your development and nurture your wellbeing. From the moment you join us, we\'re committed to fostering your professional and personal development within a supportive, empowering environment. Whether you're just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed. We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.

To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery (Kingston Hospital is referenced elsewhere but this location is retained here as generic), wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.

We also take every opportunity to thank and recognise the work our teams do, through weekly 'shoutouts' and patient feedback, monthly and annual awards.

Wherever you work across our organisation, we look forward to welcoming you.

At KRFT we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.

Job responsibilities

Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.

Person Specification

Qualifications

• A Level / NVQ Level 4 - Business Administration/Customer Care or acquired equivalent experience
• GCSE Maths, grade A - C (or equivalent)

Experience

• Customer Service
• NHS Appointment Management
• Microsoft Office, including Word and Excel
• Data Entry
• Experience of working in the NHS

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Kingston and Richmond NHS Foundation Trust

Address

Kingston and Richmond NHS Foundation Trust

£32,199 to £34,876 a year pro rata, incl. HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

396-7710319-DE-GV-Y

Job locations

Kingston and Richmond NHS Foundation Trust