Job summary
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
Main duties of the job
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.
About us
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.
Job description
Job responsibilities
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 Trusts 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 Trusts 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
Job description
Job responsibilities
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 Trusts 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 Trusts 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
Person Specification
Communication & Relationship Skills
Essential
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
- Able to work as part of a team, or autonomously in line with standard operating procedures.
- Able to induct new staff into the department, demonstrating tasks to colleagues.
Knowledge, Training & Experience
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Experience of working in a non- routine environment, with demonstrable evidence of problem solving and resolving issues as they arise
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
- NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Analytical & Judgment Skills
Essential
- Able to work independently, managing own workload and prioritising tasks.
- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary.
- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary
IT skills
Essential
- Advanced keyboard skills, and competent in the use of Microsoft Applications (Word, Excel and Outlook)
Desirable
- Experience of using a patient record system
- Knowledge of the Epic patient electronic health record system
Person Specification
Communication & Relationship Skills
Essential
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
- Able to work as part of a team, or autonomously in line with standard operating procedures.
- Able to induct new staff into the department, demonstrating tasks to colleagues.
Knowledge, Training & Experience
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Experience of working in a non- routine environment, with demonstrable evidence of problem solving and resolving issues as they arise
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
- NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Analytical & Judgment Skills
Essential
- Able to work independently, managing own workload and prioritising tasks.
- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary.
- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary
IT skills
Essential
- Advanced keyboard skills, and competent in the use of Microsoft Applications (Word, Excel and Outlook)
Desirable
- Experience of using a patient record system
- Knowledge of the Epic patient electronic health record system
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).
