Job Summary
The Patient Pathway Coordinator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service. It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust's Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.
To identify from the tracking list the next steps in the patient care pathway in line with clinical need. To ensure that pathways are actively managed and any appointments are made in line with the Trust's Access Policy. Furthermore the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group. Plus, identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.
Main duties of the job
This post has no supervisory responsibilities. The post holder will be required to work closely with:
* Administration colleagues across patient administration departments
* Clinicians
* Primary Care
* Divisional colleagues
* Patients, carers and the general public
About Us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job Details
Date posted: 21 January 2026
Pay scheme: Agenda for change
Band: Band 4
Salary: £33,094 to £36,195 a year per annum, including high cost allowance
Contract: Permanent
Working pattern: Full-time
Reference number: 213-Division-A-7734699
Job locations: King’s College Hospital NHS Foundation Trust, Denmark Hill, Camberwell, SE5 9RS
Job Description
Main Duties and Responsibilities
Communication and Patient Liaison
* Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trusts values.
* Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
* Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
* Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
* Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and In-Basket.
* Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
* Coordinate Patient Care; PTL monitoring/updating to ensure RTT pathways are correct and Access Policy, proactively finding resolutions to improve speed of treatment with clinicians and managers.
* Responsible for booking patient appointments, diagnostics and inpatient stays, throughout their patient pathway.
* Corresponding with patients, practices and internal staff; conduct reminder calls to patients and rearrange appointments to prevent non-attendances.
* Management of patient correspondence via text reminder services; ensure patients are accurately placed on the waiting list in the Epic system.
* Access appointment booking systems for routine pre-operative assessments, diagnostics and outcomes; check orders list daily and escalate as required.
* Send correspondence to patients, GPs or others involved in care in a timely manner; process and register referrals, booking outpatient appointments within Epic; book interpreters as required.
* Collate required patient information at the request of clinical teams.
Supporting Clinical Teams
* Management of clinical staff inboxes and flagging of high priority correspondence.
* Management of virtual clinics, where applicable; monitoring InBasket for internal correspondence; monitoring relevant work queues; coordinating clinic template amendments/cancellation forms.
* Clinical diary management for arranging leave; attendance at meetings; supporting rota management where appropriate.
* Data Management, Data Quality and Systems Responsibilities: input and access information on Epic; use Epic at an advanced level and input/edit data accurately; record and capture patient information per SOPs; ensure demographics are correct and duplicate records are escalated.
* Support patients to register on MyChart and signpost to Helpdesk as needed; support data quality workstreams and work queues.
Personal Development
* Support national audits and data collection in relevant meetings; identify and suggest improvements to the patient care pathway and tracking process.
* Engage in Continuous Professional Development and appraisal processes.
General
* Carry out general office duties; manage mail; adhere to office protocols; maintain stock levels and report faults promptly.
* Work flexibly to cover administrative areas as requested; assist volunteers; assist with induction of new staff; take minutes and action notes of meetings where required.
* Observe rules, policies and standards of King’s College Hospital NHS Foundation Trust; promote inclusion and maintain confidentiality.
Safeguarding and Infection Control
Safeguarding – attendance at mandatory safeguarding training and reporting concerns as appropriate.
Infection Control – familiarity with infection control/hygiene procedures; comply with National Code of Practice and local policies.
Person Specification
Essential
* Education and Qualifications: GCSE level or equivalent, with Grade C or above in English and Maths.
* Knowledge and Experience: experience in an administrative environment; attention to detail; strong organisational skills; proficient with Microsoft Office.
Desirable
* Proficiency in Epic, patient tracking lists and work queues.
Skills and Competencies
* Ability to handle sensitive information tactfully; ability to work as part of a multidisciplinary team and independently; strong written and verbal communication; ability to manage and prioritise workload.
Compliance and Sponsorship
Disclosure and Barring Service Check – This post is subject to the Rehabilitation of Offenders Act; a DBS disclosure may be required.
Certificate of Sponsorship – Applications from job seekers who require Skilled Worker sponsorship will be considered; see UK Visas and Immigration guidance for details.
Employer Details
King's College Hospital NHS Foundation Trust
Denmark Hill, Camberwell, SE5 9RS
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