Job Summary
The post holder will be the point of contact for all administrative issues relating to patients' pathway of care. The post holder will work as part of a multi‑disciplinary team and will provide support in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly.
Main Duties of the Job
* Process and log all referrals, including paper and Choose and Book, in line with Trust Access Policy and speciality SOP.
* Schedule new and follow up appointments with the most appropriate clinician, ensuring that capacity is proactively and efficiently used, escalating issues as required to the Admin Manager/Team Leader.
* Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested, including those carried out at other Trusts.
* Assist in the co‑ordination of appointments and procedures at other hospitals and organisations, where required.
About Us
Your growth and personal happiness matter to us. We invest in development and nurture wellbeing. We support research, quality improvement and innovation. We offer a comprehensive range of resources for staff wellbeing, including an on‑site staff nursery, wellbeing practitioners, classes, a physiotherapist, occupational health services, 24/7 employee assistance programme and more. We recognise our teams through shoutouts and awards.
Job Details
Date posted: 19 January 2026
Pay scheme: Agenda for change
Band: Band 3
Salary: £29,651 to £31,312 a year per annum inclusive HCAS (Outer)
Contract: Permanent
Working pattern: Full‑time
Reference number: 396-7717356-DE-GV-Y
Job location: Kingston Hospital, Galsworthy Road, Kingston Upon Thames, KT2 7QB
Job Description
Please note: For further details, refer to the supporting documents containing the role description and person specification.
Person Specification
Essential Qualifications
* Educated to A-level, or NVQ Level 3 in Business
* Administration/Customer Care or acquired equivalent experience
* Customer services qualification via an Apprenticeship (This role offers a mandatory enrolment to gain this qualification).
* GCSE or equivalent in English and Maths, grades A-C
Desirable Qualifications
* Computer Literacy Course e.g. ECDL
Essential Experience
* IT systems and patient data systems experience of using full range of IT systems and patient data systems
* Experience of using Microsoft Office, including Word and Excel
* Experience of working in a multi‑disciplinary team
* Experience of handling complaints
* Exceptional customer service background
Desirable Experience
* Experience of working in the NHS or healthcare setting
* Experience of using digital dictation systems
* Experience of scheduling outpatient appointments and/or admissions
* Experience of working in a healthcare setting
* Previous call centre / call handling experience
Essential Skills
* Accurate data entry, typing and checking skills
* Ability to produce letters / reports using Word and Excel
* Excellent interpersonal skills
* Ability to communicate effectively with people at all levels
* Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
* Ability to plan, prioritise and delegate workload
* Manage and interpret data correctly to inform decision making
* Pays attention to detail
* Ability to initiate & coordinate change to own working practices
* Excellent IT skills
Desirable Skills
* Conflict resolution skills
Essential Knowledge
* Understanding of patient priorities and performance targets related to appointments and waiting times
* Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
Desirable Knowledge
* Understanding of Primary Care, GP and community services
* Basic knowledge of medical terminology
* In depth understanding of medical technology appropriate to specialism
* Good knowledge of speciality specific patient pathways
* Thorough knowledge of healthcare administrative systems and processes
Additional Essential
* Ability to work for long periods on computer
* Ability to maintain a professional approach at all times
* Ability to follow and work to policies and protocols
* Reliable and adaptable
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A submission for Disclosure to the Disclosure and Barring Service will be required.
Employer Details
Kingston and Richmond NHS Foundation Trust
Address: Kingston Hospital, Galsworthy Road, Kingston Upon Thames, KT2 7QB
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