Job summary
An exciting opportunity has arisen within the Rheumatology Administration Team. We are inviting applications for a Full Time Patient Pathway Coordinator based at Denmark Hill.
The Patient Pathway Coordinator will be an integral member of the administrative team, working closely with both multidisciplinary clinical and administrative teams to deliver high-quality administrative support, ensure a positive patient experience, and provide exceptional customer service.
The post holder will have excellent communication and interpersonal skills, pay attention to detail and communicate clearly and effectively with key personnel and patients. Possess the ability and skills to work in a fast-paced ever changing environment, supporting demands of the care group services, targets and ad-hoc requests (when required). You will manage and prioritise own workload sometimes working independently and/or as part of a team. Be polite and courteous, exercising judgement to respond to queries andinresolving issues/complaints.
NOTE: We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Main duties of the job
The Patient Pathway Coordinator will monitor and review patient care using the Patient Tracking List, ensuring strict adherence to Trust and local policies. The role involves proactively managing patient pathways, scheduling and coordinating appointments in compliance with the Trust's Access Policy to support timely and efficient care delivery. The Coordinator will develop an understanding of key milestones and timelines within patient pathways and recommend improvements to optimize both the care process and tracking systems.
Additionally, the Coordinator will provide administrative support across the department, handling phone inquiries and resolving patient, carer, and visitor queries. This includes ensuring timely, accurate responses for a positive experience. The role involves performing various administrative tasks under supervision, following standard operating procedures, and supporting other administrative functions as needed.
Key duties include effective scheduling, managing work queues, and completing administrative tasks on time while maintaining compliance with internal processes and policies. This role demands high levels of organization, attention to detail, and the ability to handle multiple priorities in a fast-paced healthcare setting.
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.
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. 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.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
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 description
Job responsibilities
1. Communication and Patient Liaison:The Patient Pathway Coordinator will communicate clearly, effectively, and compassionately with multidisciplinary teams, patients, families, visitors, and carers, always aligning with the Trusts values. The role requires managing and answering telephone calls in a courteous and prompt manner, ensuring accurate message taking and the efficient passing of information to patients. The Coordinator will resolve patient inquiries using sound judgment, escalating to clinical staff when necessary.
As the key point of contact for the department or specialty, the Coordinator will address queries from stakeholders and ensure that relevant information is communicated to the appropriate team members. The role also involves managing and triaging patient emails, monitoring and responding to patient inquiries in a timely and efficient manner, as well as handling the physical post and In-Basket communications. Complex queries will be escalated as needed, with the Coordinator providing reassurance to patients, setting expectations for response times, and offering further contact details. Additionally, the role includes sending no-contact letters, ad-hoc letters, and other correspondence as directed by senior staff.
2. Coordinating Patient Care:The Coordinator will monitor and update the Patient Tracking List (PTL), ensuring that RTT pathways are accurate and comply with Access Policies. They will proactively collaborate with clinicians and managers to resolve issues and improve treatment timelines, escalating any breaches as necessary. The Coordinator is responsible for booking patient appointments, diagnostics, and procedures, ensuring that patient pathways run smoothly and that patients are seen within clinically determined safe times.
The role also involves coordinating communication between patients, practices, and internal teams. The Coordinator will conduct reminder calls to patients and reschedule appointments where necessary to reduce non-attendance rates. They will manage patient communications via text reminder services and will oversee the scheduling of appointments, ensuring they are made within required timescales and escalating any issues as necessary. The Coordinator is also responsible for ensuring timely communication with patients, GPs, and other relevant parties regarding appointments and treatments. The role includes processing referrals, booking outpatient appointments, and organizing additional services such as interpreters or transport as needed.
3. Supporting Clinical Teams:The Patient Pathway Coordinator will manage departmental inboxes, flagging high-priority correspondence and ensuring that urgent matters are addressed promptly. They will monitor and validate relevant work queues for the service, ensuring that tasks are completed in a timely manner. The role also involves the proactive management of clinics in relation to clinician annual leave, ensuring that capacity is effectively managed and utilized. The Coordinator may be required to attend meetings and support clinical teams with rota management where appropriate.
4. Data Management, Data Quality, and Systems Responsibilities:The Coordinator will access and accurately input patient data into the Epic system, ensuring that patient information is recorded in line with standard operating procedures. They will regularly verify patient demographics and ensure that any discrepancies, such as duplicate records, are addressed appropriately. If issues fall outside their scope, they will escalate them to the line manager for resolution.
Additionally, the role involves supporting patients with the registration process on the MyChart app, guiding them to the Helpdesk for technical support as needed. The Coordinator will assist with data quality initiatives, including managing work queues and supporting various data-related tasks. They will analyse and collate data to provide management with insights that support service development projects and contribute to continuous improvement efforts.
Job description
Job responsibilities
1. Communication and Patient Liaison:The Patient Pathway Coordinator will communicate clearly, effectively, and compassionately with multidisciplinary teams, patients, families, visitors, and carers, always aligning with the Trusts values. The role requires managing and answering telephone calls in a courteous and prompt manner, ensuring accurate message taking and the efficient passing of information to patients. The Coordinator will resolve patient inquiries using sound judgment, escalating to clinical staff when necessary.
As the key point of contact for the department or specialty, the Coordinator will address queries from stakeholders and ensure that relevant information is communicated to the appropriate team members. The role also involves managing and triaging patient emails, monitoring and responding to patient inquiries in a timely and efficient manner, as well as handling the physical post and In-Basket communications. Complex queries will be escalated as needed, with the Coordinator providing reassurance to patients, setting expectations for response times, and offering further contact details. Additionally, the role includes sending no-contact letters, ad-hoc letters, and other correspondence as directed by senior staff.
2. Coordinating Patient Care:The Coordinator will monitor and update the Patient Tracking List (PTL), ensuring that RTT pathways are accurate and comply with Access Policies. They will proactively collaborate with clinicians and managers to resolve issues and improve treatment timelines, escalating any breaches as necessary. The Coordinator is responsible for booking patient appointments, diagnostics, and procedures, ensuring that patient pathways run smoothly and that patients are seen within clinically determined safe times.
The role also involves coordinating communication between patients, practices, and internal teams. The Coordinator will conduct reminder calls to patients and reschedule appointments where necessary to reduce non-attendance rates. They will manage patient communications via text reminder services and will oversee the scheduling of appointments, ensuring they are made within required timescales and escalating any issues as necessary. The Coordinator is also responsible for ensuring timely communication with patients, GPs, and other relevant parties regarding appointments and treatments. The role includes processing referrals, booking outpatient appointments, and organizing additional services such as interpreters or transport as needed.
3. Supporting Clinical Teams:The Patient Pathway Coordinator will manage departmental inboxes, flagging high-priority correspondence and ensuring that urgent matters are addressed promptly. They will monitor and validate relevant work queues for the service, ensuring that tasks are completed in a timely manner. The role also involves the proactive management of clinics in relation to clinician annual leave, ensuring that capacity is effectively managed and utilized. The Coordinator may be required to attend meetings and support clinical teams with rota management where appropriate.
4. Data Management, Data Quality, and Systems Responsibilities:The Coordinator will access and accurately input patient data into the Epic system, ensuring that patient information is recorded in line with standard operating procedures. They will regularly verify patient demographics and ensure that any discrepancies, such as duplicate records, are addressed appropriately. If issues fall outside their scope, they will escalate them to the line manager for resolution.
Additionally, the role involves supporting patients with the registration process on the MyChart app, guiding them to the Helpdesk for technical support as needed. The Coordinator will assist with data quality initiatives, including managing work queues and supporting various data-related tasks. They will analyse and collate data to provide management with insights that support service development projects and contribute to continuous improvement efforts.
Person Specification
Education
Essential
- Educated to GCSE level or Equivalent, with Grade C or above in English and Maths.
Knowledge and Experience
Essential
- Experience of working in an administrative environment
- Strong computer skills, including familiarity with Microsoft Office Suite
- Prior experience in healthcare administration, medical office, or scheduling roles
- Understanding of Patient Access Targets
Desirable
- Proficiency in EPIC, Patient tracking lists and Work-queues.
Skills and Competencies
Essential
- Ability to deal with sensitive information with tact and diplomacy.
- Ability to work as part of a multidisciplinary team (team player)
- Attention to detail and strong organisational abilities.
- Flexibility to organise and respond quickly to changes.
- Ability to multitask and work in a fast-paced healthcare environment.
- Ability to work organise and prioritise own workload to meet deadlines/targets.
- Keen to further own training and development
- Evidence of positive approach to working in complex environments
- Excellent communication and interpersonal skills
- Calm temperament and able to maintain a professional attitude.
- Excellent problem solving skills
Person Specification
Education
Essential
- Educated to GCSE level or Equivalent, with Grade C or above in English and Maths.
Knowledge and Experience
Essential
- Experience of working in an administrative environment
- Strong computer skills, including familiarity with Microsoft Office Suite
- Prior experience in healthcare administration, medical office, or scheduling roles
- Understanding of Patient Access Targets
Desirable
- Proficiency in EPIC, Patient tracking lists and Work-queues.
Skills and Competencies
Essential
- Ability to deal with sensitive information with tact and diplomacy.
- Ability to work as part of a multidisciplinary team (team player)
- Attention to detail and strong organisational abilities.
- Flexibility to organise and respond quickly to changes.
- Ability to multitask and work in a fast-paced healthcare environment.
- Ability to work organise and prioritise own workload to meet deadlines/targets.
- Keen to further own training and development
- Evidence of positive approach to working in complex environments
- Excellent communication and interpersonal skills
- Calm temperament and able to maintain a professional attitude.
- Excellent problem solving skills
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
King's College Hospital NHS Foundation Trust
Address
King's College Hospital NHS Foundation Trust
Denmark Hill
London
SE5 9RS
Employer's website
https://www.kch.nhs.uk/ (Opens in a new tab)
