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.
Please see the Job Description and Person Specification for further details.
Responsibilities
* Call Handling
* Referrals Administration
* Pathway Management & Bookings
* Communication and Liaison
* Supporting Clinical Teams
* General responsibilities
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
* Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
* Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
* Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we are committed to being actively anti-discriminatory and inclusive. We offer rewarding careers, supporting staff wellbeing and professional growth.
Joining our organisation includes a wide range of staff benefits, such as:
* 24/7 wellbeing support via our Employee Assistance Programme.
* A Rewards & Recognition platform with opportunities to thank colleagues, gifts, and discounts.
* A dedicated Staff Wellbeing Hub.
* Salary sacrifice schemes for transport, electrical goods and childcare.
Details about the post are provided below.
Details
Date posted: 10 September 2025
Pay scheme: Agenda for change
Band: Band 4
Salary: £32,199 to £34,876 per annum (Including Outer HCAS)
Contract: Permanent
Working pattern: Full-time
Reference number: 392-RNOH-1299
Job locations: The Royal National Orthopaedic Hospital, Brockley Hill, Stanmore, HA7 4LP
Job responsibilities
Call Handling
* Answer inbound telephone calls promptly, politely and helpfully.
* Respond to queries using available information sources; provide proactive information to patients and colleagues.
* Resolve complex queries or determine the appropriate person to resolve the issue; make outbound calls as required to patients, GPs and referrers.
Referrals Administration
* Receive new referrals, register patients without hospital numbers, and ensure accurate data entry into the EHR.
* Ensure correct patient demographics and prevent duplicates; allocate referrals to the appropriate team; use electronic systems to manage referrals and workqueues.
* Process Advice and Guidance requests, manage e-RS worklists, and liaise with commissioning teams to identify NHS eligibility.
Pathway Management & Bookings
* Manage administrative work within a designated department; book and reschedule admissions, follow-ups, and diagnostics.
* Monitor patient pathway status, ensure alignment with regulatory targets, review PTLs, and manage capacity and waiting lists.
* Prepare clinic/admission information, generate appointment letters, and coordinate with theatres for equipment as needed.
Communication and Liaison
* Communicate clearly with the multidisciplinary team, patients and families; manage telephone and written correspondence; resolve conflicts professionally.
* Arrange interpreters when required; coordinate external appointments; support patient portal registration.
Supporting Clinical Teams
* Organise meetings, provide diary management, assist with MDT preparation and outcomes distribution; support new staff and participate in audits and local initiatives.
Qualifications
Essential
* Educated to GCSE level or equivalent, with Grade C or above in English and Maths
* Experience in administration/secretarial/PA within a large organisation
* Ability to work under pressure and manage competing demands
* Ability to interpret and analyse reports, databases and spreadsheets
* Advanced IT skills
Desirable
* Previous NHS or healthcare setting experience
* Experience with patient record systems; knowledge of Epic
Skills and Attributes
Analytical & Judgment
* Decision-making in changing environments; handling sensitive information with tact and discretion; provide non-clinical advice and escalate as needed.
Communication & Relationships
* Clear and sensitive communication with diverse patients; induct new staff; maintain strong links with the clinical team.
Other
Disclosure and Barring Service (DBS) check: This post is subject to the Rehabilitation of Offenders Act and a DBS disclosure will be sought.
Certificate of Sponsorship: Applications from skilled workers will be considered. Guidance on overseas checks is available via UK Visas and Immigration.
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