The role of the Patient Pathway Assistant is key to ensuring our patients are supported throughout the care they receive at RNOH. The post holder is responsible for supporting the Patient Pathway Co-ordinators with the management of patient's pathways, from referral to discharge, including first outpatient appointment, diagnostics and follow-up appointments.
This job will be Monday to Friday 9am - 5pm
The post holder will effectively handle telephone calls, email correspondence, process referrals and book appointments, whilst ensuring that patients or visitors receive any information they need prior to accessing our services.
Please see the Job Description for the full specification.
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're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
24/7 access to wellbeing support through our Employee Assistance Programme.
A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace—we are committed to patients, to excellence and the wellbeing of our staff.
The post holder will effectively handle telephone calls, email correspondence, process referrals and book appointments, whilst ensuring that patients or visitors receive any information they need prior to accessing our services.
1. Answer inbound telephone calls promptly, and in a polite and friendly manner.
2. Respond appropriately to queries, using all available information sources to provide a response.
3. Proactively provide relevant and helpful information to patients and colleagues.
4. Where a query cannot be resolved, redirect the call to an appropriate contact who will be able to assist.
5. Receive & process new referrals and check hospital data systems to see if the patient has been previously registered with a hospital number.
6. Book and reschedule new, follow up and diagnostic appointments, in line with the Trust's Access Policy and Cancer Waiting Times Operational Policy
7. Ensure patient pathway status is identified and proactively monitor the pathway to ensure that all elements of patient care are scheduled in line with regulatory access targets (e.g. RTT – referral to treatment targets, DM01 – 6 week diagnostic target and various cancer targets) and as set out in the Trust's Access and Cancer Waiting Times Operational policies.
8. To review the patient tracking list (PTL), participate in PTL meetings and identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests.
Please see Job Description for full specification