Royal Free London NHS Foundation Trust

Senior Patient Pathway Coordinator

The closing date is 11 June 2025

Job summary

The post holder will be the point of contact for all clinical 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.

The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

Main duties of the job

1. RESPONSIBILITIES

1.1.Process and log all referrals, including paper, and Choose and Book, in line with Trust Access & Administration Process Policy and specialty Standard Operating Procedures (SOPs)

1.2.Schedule new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups.

1.3.Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested and that the results are available for consultations. This will include those that are carried out at other Trusts.

1.4.Co-ordinate appointments and procedures at other hospitals and organisations, where the pathway requires input from these.

1.5.Reschedule outpatient clinics as requested - to be done in line with waiting time targets.

1.6.Use the Trust's medical transcription system and ensure that letters are processed in accordance with SOPs.

1.7.Liaise with patient records staff, clinical colleagues, other administrative colleagues, and other organisations, to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultations.

1.8.Recognise when patients are on cancer pathways and, liaise with Cancer Services MDT co-ordinators to ensure patients are handed over appropriately.

About us

North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.

We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.

Take a tour of our hospital here

Date posted

04 June 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£29,176 to £30,225 a year per annum inclusive of HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

391-NMUH-7201790

Job locations

North Middlesex University Hospital

Sterling Way

London

N18 1QX

Job description

Job responsibilities

Pathway Tracking

1. To understand 18weeks referral to treatment (RTT) rules and use them to manage all outpatient and elective patient journeys.

2. Assist in the validation of the RTT Patient Tracking List (PTL) including investigation and taking the appropriate action where pathways are incomplete to ensure that patients are receiving timely treatment and Trust Information is robust.

3. Support the identification and escalation of any issues to the PPC which compromises delivery of the 18-Week RTT pathway, e.g. lack of capacity either in outpatients or theatres.

4. Ensure inter-provider transfers are timely and that the appropriate paperwork has been completed and sent or received.

5. Liaise with internal and external colleagues to share patient pathway and diagnostic information.

6. Manage and monitor outpatient and theatre scheduling making best use of capacity.

7. Ensure Trust systems are updated with patient pathway status information and that data quality is maintained.

8. Proactively support the management of the patient pathway to avoid breaches and take steps to resolve any issues, or escalate where necessary

Inpatient Pathway

9. Ensure that Trust agreed standard of service is delivered to patients requiring elective admission to specialty.

10. Ensure details of patients to be admitted are entered onto EPR, recording accurate information.

11. Contact patients offering them a choice of admission dates and agree with them the date of admission.

12. Book pre-operative assessment appointments with the agreed timescales.

13. Act on outcome of pre-operative assessments in timely manner

14. Ensure that appropriate tests and investigations are arranged and completed, as requested, with results available before surgery.

15. Liaise with theatres to ensure that specialist equipment is available where needed and that theatre slots are utilised appropriately.

16. Ensure ward, surgery areas and clinical teams are aware of patients who have been booked in for surgery and any special requirements for the admission.

17. In line with departmental protocols, communicate basic clinical information to patients relating to their procedures and treatments, ensuring appropriate distribution of patient information.

General Administrative

18. Use Trust IT systems and specialty databases to ensure relevant and accurate information is recorded.

19. Support the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriate.

20. Communicate details of cancellations to the clinician ensuring all information is available.

21. Ensure healthcare records are tracked to the correct location.

22. Handle correspondence according to SOP

23. Manage consultant diaries in accordance with SOP.

24. Undertake general secretarial duties such as typing duties e.g. references and medical reports and taking notes of departmental meetings.

25. Provide cross cover within specialty/admin team.

26. Attend meetings for service development initiatives as required and contribute to service improvements and process efficiency.

27. To carry out any other duties reasonably requested and consistent with the post as required by the Patient Pathway Manager/ Coordinator.

28. Ensure adequate stocks of stationery, supplies and forms are maintained and used cost effectively within the department, liaising as appropriate with the relevant team lead when stocks need to be replenished.

29. Assist with induction programmes for new staff within department.

Communications/Customer service

30. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust as a friendly, sensitive and accessible focus for patient and carer communication, ensuring that all patients have the opportunity to agree their appointment and admission dates.

31. Be part of the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisations.

32. Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate.

33. Ensure interpreting equipment is available when required for patient consultations.

34. Inform transport department of patients who require transport following Trust protocols.

35. Send written confirmation of appointments and admissions to all patients.

36. Support the team in producing timely written and verbal communications with patients, clinicians, nursing staff and management.

37. Ensure that all information distributed to patients is accurate and up-to-date.

38. Attend clinics where appropriate to co-ordinate the patient pathway.