Job summary
We are seeking an organised and motivated Pathway Support Administrator to join our friendly and supportive team at Riversdale Surgery, a busy GP practice rated Good by CQC and caring for approximately 13,600 patients.
This is an important administrative role within our secretarial team, focused on managing patient referrals, correspondence and care pathways to ensure patients receive safe, timely and high-quality care. You will work closely with clinicians, hospitals and patients to track referrals, resolve issues and escalate urgent cases where required.
The position would suit someone who enjoys problem solving, has excellent attention to detail and communicates confidently and sensitively with patients and healthcare professionals. Previous healthcare experience is helpful but not essential full training will be provided.
Main duties of the job
The post holder will support the safe and timely progression of patients through their healthcare pathways by coordinating referrals and clinical correspondence. This includes tracking referrals, resolving queries with hospitals and contacting patients where action is required. The role also involves identifying and escalating urgent or delayed cases to clinicians, maintaining accurate records on the clinical system and contributing to the smooth day-to-day running of the administrative team.
You will work closely with clinicians, administrative colleagues and external providers, ensuring communication is clear, professional and patient-focused at all times.
About us
Riversdale Surgery is a well-established GP practice located in the heart of Belper, caring for approximately 13,600 patients and rated Good by the Care Quality Commission (CQC). We are a friendly, forward-thinking practice committed to providing safe, effective and compassionate care to our local community.
Our team includes GPs, nurses, healthcare assistants and a dedicated administrative and reception team who work closely together to support patients. We promote a supportive and respectful working environment where colleagues help one another, share knowledge and take pride in delivering a high standard of service.
We value reliability, teamwork and a positive approach to problem solving. Staff are encouraged to develop their skills and confidence within primary care, with training and guidance provided.
Benefits of working with us include NHS Pension, free on-site parking and being part of a welcoming team where your role directly contributes to patient care.
Job description
Job responsibilities
Job Title: Pathway Support Administrator
Hours: 25 hours per week (5 hours per day, Monday to Friday)
Line Manager: Lead Secretary & Deputy Practice Manager
Accountable to: Practice Manager and Partners
Job summary
To provide efficient and effective administrative support within the secretarial team. Working collaboratively to manage referrals, correspondence and patient pathway processes, you will help ensure patients receive safe, timely and high-quality care.
Key responsibilities
-
Manage GP referrals using the NHS e-Referral Service (e-RS), ensuring prompt and accurate submission of referral letters
-
Process urgent two-week wait cancer referrals and ensure appropriate follow-up and escalation
-
Monitor and track outgoing referrals, chasing appointments and outcomes to support timely patient care
-
Manage e-RS worklists including rejected, awaiting booking and advice & guidance referrals
-
Liaise with hospitals and external providers regarding referral queries, delays and non-attendance
-
Contact patients regarding outstanding appointments or further information required
-
Escalate delayed, rejected or urgent referrals to clinicians in a timely manner
-
Maintain and action SystmOne workflow tasks daily, escalating where necessary
-
Process incoming clinical correspondence and ensure accurate workflow allocation
-
Maintain accurate records and audit trails of referral activity on the clinical system
-
Provide administrative support relating to referral management and patient pathways
-
Manage and respond to emails appropriately and within required timescales
-
Answer telephone queries professionally and efficiently
-
Manage incoming and outgoing post
-
Maintain stock control and order stationery supplies
-
Undertake any other duties appropriate to the role
Confidentiality
The post holder must maintain strict confidentiality in relation to patient and staff information in accordance with GDPR, NHS guidance and practice policies.
Health & Safety
The post holder will comply with practice health and safety policies and procedures and report any hazards or incidents appropriately.
Equality and Diversity
The post holder will support the practices commitment to equality, diversity and inclusion, treating colleagues and patients with dignity and respect at all times.
Job description
Job responsibilities
Job Title: Pathway Support Administrator
Hours: 25 hours per week (5 hours per day, Monday to Friday)
Line Manager: Lead Secretary & Deputy Practice Manager
Accountable to: Practice Manager and Partners
Job summary
To provide efficient and effective administrative support within the secretarial team. Working collaboratively to manage referrals, correspondence and patient pathway processes, you will help ensure patients receive safe, timely and high-quality care.
Key responsibilities
-
Manage GP referrals using the NHS e-Referral Service (e-RS), ensuring prompt and accurate submission of referral letters
-
Process urgent two-week wait cancer referrals and ensure appropriate follow-up and escalation
-
Monitor and track outgoing referrals, chasing appointments and outcomes to support timely patient care
-
Manage e-RS worklists including rejected, awaiting booking and advice & guidance referrals
-
Liaise with hospitals and external providers regarding referral queries, delays and non-attendance
-
Contact patients regarding outstanding appointments or further information required
-
Escalate delayed, rejected or urgent referrals to clinicians in a timely manner
-
Maintain and action SystmOne workflow tasks daily, escalating where necessary
-
Process incoming clinical correspondence and ensure accurate workflow allocation
-
Maintain accurate records and audit trails of referral activity on the clinical system
-
Provide administrative support relating to referral management and patient pathways
-
Manage and respond to emails appropriately and within required timescales
-
Answer telephone queries professionally and efficiently
-
Manage incoming and outgoing post
-
Maintain stock control and order stationery supplies
-
Undertake any other duties appropriate to the role
Confidentiality
The post holder must maintain strict confidentiality in relation to patient and staff information in accordance with GDPR, NHS guidance and practice policies.
Health & Safety
The post holder will comply with practice health and safety policies and procedures and report any hazards or incidents appropriately.
Equality and Diversity
The post holder will support the practices commitment to equality, diversity and inclusion, treating colleagues and patients with dignity and respect at all times.
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills to include Outlook, Excel and Word
- Clear, polite telephone manner
- Proved accuracy and organisational skills
- Ability to work as a team member and autonomously
- Excellent interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Qualifications
Essential
- Good standard of English GCSE or equivalent
Personal qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Problem solver
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Experience
Essential
- Previous customer care experience
- Experience of administrative duties
Desirable
- Experience of working in a healthcare setting
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills to include Outlook, Excel and Word
- Clear, polite telephone manner
- Proved accuracy and organisational skills
- Ability to work as a team member and autonomously
- Excellent interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills to include Outlook, Excel and Word
- Clear, polite telephone manner
- Proved accuracy and organisational skills
- Ability to work as a team member and autonomously
- Excellent interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Qualifications
Essential
- Good standard of English GCSE or equivalent
Personal qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Problem solver
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Experience
Essential
- Previous customer care experience
- Experience of administrative duties
Desirable
- Experience of working in a healthcare setting
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills to include Outlook, Excel and Word
- Clear, polite telephone manner
- Proved accuracy and organisational skills
- Ability to work as a team member and autonomously
- Excellent interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
