Job summary
The role of the Patient Pathway Co-ordinator is key to ensuring our patients are supported throughout the care they receive at RNOH. The post holder is responsible for the management of the whole patient pathway, from referral to discharge, including first outpatient appointment, diagnostics, planning of treatment, treatment, and follow-up appointments.The post holder will effectively handle telephone calls, correspondence, process complex referrals, book appointments and admissions, whilst ensuring that patients or visitors receive any information they need prior to accessing our services.
Main duties of the job
The Patient Pathway Co-ordinator will work closely with clinicians and Patient Pathway Leads to ensure that the full care pathway of all patients is effectively managed. The post holder will have direct patient contact working with the wider multidisciplinary team to ensure that patient care is well co-ordinated and delivered effectively to our patients, whilst considering the relevant performance rules and targets.
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
Receive new referrals and check hospital data systems to see if the patient has been previously registered with a hospital number.Register all patients who do not already have a hospital number, ensuring clear and accurate information is entered onto the Electronic Health Record (EHR) and that no duplicate records are created.Record and capture patient information appropriately and in line with Standard Operating Procedures.Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the medical records team.Screen referrals and allocate the referral to the appropriate team, using knowledge and judgement to assign complex referrals to the correct area.Use electronic patient information systems to scan, attach referrals, and create and action workqueues.Review triaging information from consultants and action the required next steps, communicating a consultants decision not to treat or to accept the referral back to a patient, ensuring documentation is sent to the referrer and patient with the referrer and patient, as required.Contact referrers to clarify the information provided in referrals if this is unclear or incomplete.To action Advice and Guidance (A&G) requests on the e-RS system with responses from the clinical team, escalating where required.Manage the e-RS (e-Referrals System) worklists to ensure ASIs (appointment slot issues) and referrals are appropriately managed, escalating where required.Use tact, negotiation and persuasion to ensure that referrals are triaged by the clinical team in a timely fashion, and follow up with clinicians where referrals are not triaged in the expected time frame.Dispose of paper referral documentation in line with the Trusts Information Governance policy.Responsible for liaising with the commissioning team, in order to identify NHS eligibility for treatment.
Job description
Job responsibilities
Receive new referrals and check hospital data systems to see if the patient has been previously registered with a hospital number.Register all patients who do not already have a hospital number, ensuring clear and accurate information is entered onto the Electronic Health Record (EHR) and that no duplicate records are created.Record and capture patient information appropriately and in line with Standard Operating Procedures.Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the medical records team.Screen referrals and allocate the referral to the appropriate team, using knowledge and judgement to assign complex referrals to the correct area.Use electronic patient information systems to scan, attach referrals, and create and action workqueues.Review triaging information from consultants and action the required next steps, communicating a consultants decision not to treat or to accept the referral back to a patient, ensuring documentation is sent to the referrer and patient with the referrer and patient, as required.Contact referrers to clarify the information provided in referrals if this is unclear or incomplete.To action Advice and Guidance (A&G) requests on the e-RS system with responses from the clinical team, escalating where required.Manage the e-RS (e-Referrals System) worklists to ensure ASIs (appointment slot issues) and referrals are appropriately managed, escalating where required.Use tact, negotiation and persuasion to ensure that referrals are triaged by the clinical team in a timely fashion, and follow up with clinicians where referrals are not triaged in the expected time frame.Dispose of paper referral documentation in line with the Trusts Information Governance policy.Responsible for liaising with the commissioning team, in order to identify NHS eligibility for treatment.
Person Specification
Communication and 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 induct new staff into the department, demonstrating tasks to colleagues.
Desirable
Knowledge, Training and Experience
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Previous experience in administration/secretarial/personal assistant capacity in a large and complex organisation.
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
- Data analysis experience.
Analytical & Judgment Skills
Essential
- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary
- Able to deal with sensitive information with tact, diplomacy and understanding.
Desirable
- Ability to work unsupervised and use own initiate
Person Specification
Communication and 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 induct new staff into the department, demonstrating tasks to colleagues.
Desirable
Knowledge, Training and Experience
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Previous experience in administration/secretarial/personal assistant capacity in a large and complex organisation.
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
- Data analysis experience.
Analytical & Judgment Skills
Essential
- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary
- Able to deal with sensitive information with tact, diplomacy and understanding.
Desirable
- Ability to work unsupervised and use own initiate
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).
