Job summary
- Main area
- Rheumatology
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 396-8030227-DE-GV-Y
- Employer
- Kingston and Richmond NHS Foundation Trust
- Employer type
- NHS
- Site
- Kingston Hospital
- Town
- Kingston Upon Thames
- Salary
- £30,630 - £32,346 per annum inclusive HCAS (Outer)
- Salary period
- Yearly
- Closing
- 23/06/2026 23:59
Employer heading
Band 3 Patient Pathway Coordinator
Band 3
Job overview
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
1. Process and log all referrals, including paper and Choose and Book, in line with Trust Access Policy and speciality SOP.
2. 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
3. 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.
4. Assist in the co-ordination of appointments and procedures at other hospitals and organisations, where required
Working for our organisation
Kingston and Richmond NHS Foundation Trust has four key values and we want to employ and work with people who share these values and demonstrate behaviours that support them. They are:
Compassionate - We treat everyone with kindness, understanding and empathy
Inclusive - We are respectful, fair and open, valuing everyone’s unique contribution
Collaborative - We work together across our teams and with our partners and are helpful, positive and supportive
Inspiring - We strive for the best for patients, communities, staff and partners and are always learning and improving
Detailed job description and main responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Person specification
Experience
Essential criteria
- 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 criteria
- 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
Skills
Essential criteria
- 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 criteria
- Conflict resolution skills
- Appropriate assertiveness skills
Knowledge
Essential criteria
- 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 criteria
- 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
Other
Essential criteria
- 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
Desirable criteria
- Knowledge of the local area
Qualifications
Essential criteria
- 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 criteria
- Computer Literacy Course e.g. ECDL
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Lee Clarke
- Job title
- Service Support Manager
- Email address
- [email protected]
- Telephone number
- 020 8934 3794
- Additional information
Donna Green
Deputy Service Manager
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