Overview
The Patient Pathway Coordinator will work as an integral member of multi-disciplinary teams, providing a pro-active and facilitative clinical pathway navigation service by supporting clinical teams in ensuring that patient care is delivered in an effective and timely manner in accordance with national guidance. The post holder is responsible for the management of the whole patient pathway, from referral to discharge, including first outpatient appointment, diagnostics, planning of treatment, treatment, and follow-up appointments. The role includes handling telephone calls, correspondence, processing complex referrals, booking appointments and admissions, and ensuring patients or visitors receive necessary information prior to accessing services. This role supports consultants and their teams and works in close cooperation with staff and other health professionals. At the Royal National Orthopaedic Hospital (RNOH), we are committed to patient care and enabling teams to deliver high-quality service.
Further details about the position are available in the Job Description and Person Specification.
Responsibilities
* Call Handling: Answer inbound telephone calls promptly and politely; respond to queries; proactively provide information to patients and colleagues; resolve complex queries or identify who can resolve them; make outbound calls as required to patients, GPs and referrers.
* Referrals Administration: Receive and check referrals; register patients without hospital numbers; ensure accurate data entry on the Electronic Health Record; verify patient demographics; screen referrals and allocate to the appropriate team; scan and attach referrals; action triage decisions and communicate outcomes; contact referrers for clarification; action Advice and Guidance requests on e-RS; manage e-RS worklists and escalations; dispose of paper referrals per Information Governance policy; liaise with commissioning to identify NHS eligibility.
* Pathway Management & Bookings: Manage administrative work within designated specialty; book and reschedule admissions, new, follow-up and diagnostic appointments; monitor pathway status against regulatory targets (RTT, DM01, cancer targets); review PTL and participate in PTL meetings; manage key workqueues; ensure no patient is lost to follow up; generate appointment letters and provide pre-appointment information; prepare for clinics/admissions with investigations; procure items for admissions or theatres; identify capacity issues and collaborate with teams to address them; fill vacant slots to optimise clinic/theatre lists; monitor case mix on theatre lists and notify staff of changes; process cancellations and ensure timely rebooking; investigate DNAs/deferrals and update systems accordingly.
* Communication and Liaison: Communicate clearly with multidisciplinary teams, patients, families, and other clinicians; manage calls professionally; resolve stressful situations with empathy; ensure clear verbal and written communications; generate and distribute patient letters and leaflets; produce accurate correspondence using hospital systems; handle urgent/cancer MDT outcomes with priority; respond to referrers and external queries; coordinate appointments with other hospitals when required; support patient portal registration; attend weekly planning meetings and maintain clinically appropriate lists; oversee clinic outcomes, imaging and therapy requests; maintain strong links with clinical teams.
* Supporting Clinical Teams: Organise and support meetings for clinical teams, including secretarial tasks, diary management, and leave handling; assist with MDT preparations and facilitation; prepare information for MDT meetings; ensure distribution of outcomes and proper EHR documentation; advise on Trust administrative processes; support and onboard new clinical team members; contribute to local audits and patient surveys as required.
Benefits and Equality, Diversity & Inclusion
* At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS and actively promote inclusivity and anti-discrimination.
* Staff benefits include: 24/7 wellbeing support via Employee Assistance Programme; Rewards & Recognition platform; Staff Wellbeing Hub; salary sacrifice schemes for transport, electrical goods, and childcare.
Application information
This advert closes on Monday 15 Sep 2025.
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