Job summary
- Main area
- Gastroenterology
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 396-7597498-DE-GV-Z
- Employer
- Kingston and Richmond NHS Foundation Trust
- Employer type
- NHS
- Site
- kingston Hospital
- Town
- Kingston
- Salary
- £29,651 - £31,312 pa pro rata incl. HCAS
- Salary period
- Yearly
- Closing
- 05/02/2026 23:59
Employer heading
Patient pathway coordinator
Band 3
Home, community, hospital
Kingston and Richmond NHS Foundation Trust offers a range of fantastic opportunities to grow your career across both hospital and community settings in south London. Whether you're looking to build new skills or take your experience to the next level, we are uniquely placed to provide the right environment to support your professional development. With colleagues working in people’s homes, in community clinics, and in our two hospitals, we have an outstanding breadth of knowledge and experience to draw from.
Our commitment to exceptional care is reflected in being the first trust of our kind in London to achieve an ‘Outstanding’ rating from the CQC for both overall quality and leadership. We exist to provide the best possible care for our patients and we do that by giving our colleagues what they need to be their best at work. We have won numerous awards from the HSJ and Nursing Times for the way we support our colleagues across all our services.
We are proud to be recognised for our outstanding cancer care, children's services, pioneering surgical teams, and exceptional rehabilitation services. Our maternity services have been rated the "Best in London" by women surveyed by the Care Quality Commission (CQC), with parents travelling to Kingston to take advantage of our considerable experience and expertise.
Our Trust values
These words are important reminders, but it’s our behaviours that tell people who we are. We expect all colleagues to bring our values to life in their work.
- Compassionate: We provide care with kindness, understanding, and empathy for all.
- Inclusive: We embrace diversity and respect the unique contributions of every individual.
- Collaborative: We foster teamwork across all levels, working together and with our partners to deliver the best outcomes.
- Inspiring: We are committed to continuous improvement and excellence in patient care, staff development, and innovation.
Job overview
You will be the first point of contact for all administrative issues relating to a patient’s pathway of care. You will work as part of a multi-disciplinary team and provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire process is managed smoothly.
The work is fast-paced and can be complex but you will have the opportunity to support our patients and make sure they receive the best possible care. To do this you will need to be able to work in a calm, logical way and be able to multi-task as each day can be different and challenging.
These roles will ideally suit those with experience within a customer services environment or call centre background with a passion for providing the best possible service to our patients and service users.
In return for your dedication and skills, we offer an optional apprenticeship programme with protected time for study, as well as tailor-made training and development for career growth. You will learn skills that will equip you to progress in a rewarding career supporting NHS clinical services whilst working towards nationally recognised apprenticeship qualifications. We also offer support and a buddying system so that new team members quickly find their feet and help each other learn in a supportive way.
Main duties of the job
Outpatient Pathway
1. Process and log all referrals, including paper and Choose and Book, in line with Trust Access Policy and
speciality SOP.
...
Pathway Tracking
11. To use the 18weeks referral to treatment (RTT) to manage all outpatient and elective patient journeys.
...
Inpatient Pathway (Speciality Specific)
19. Ensure that Trust agreed standard of service is delivered to patients requiring elective admission to speciality
...
General Administrative
27. Use Trust IT systems and speciality databases to ensure relevant and accurate information is recorded.
...
Communications/Customer service
38. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
...
Education and Training/Self-Development
49. Identify own training and development needs and undertake appropriate training/education as required.
...
53. Adhere to all Trust Policies as applicable.
***Please see the attached JD which contains more information about the role in the job description and person specification***
Working for our organisation
Development and staff wellbeing
Your growth and personal happiness matters to us. After all, we can’t expect the best from you if we don’t invest in your development and nurture your wellbeing. From the moment you join us, we’re committed to fostering your professional and personal development within a supportive, empowering environment. Whether you’re just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed. We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.
To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.
We also take every opportunity to thank and recognise the work our teams do, through weekly ‘shoutouts’ and patient feedback, monthly and annual awards.
Wherever you work across our organisation, we look forward to welcoming you.
Detailed job description and main responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
** Please note only full time posts available **
Person specification
Qualifications
Essential criteria
- Educated to A-level, or NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience
- Customer services qualification via an Apprenticeship (This role offers a mandatory enrolment to gain this qualification).
- GCSE or equivalent in English and Maths, grades A-C
Desirable criteria
- Computer Literacy Course e.g. ECDL
Experience
Essential criteria
- Experience of using full range of IT systems and patient data systems
- Experience of using Microsoft Office, including Word and Excel
- Experience of working in a multi-disciplinary team
- Exceptional customer service background
Desirable criteria
- Experience of working in the NHS or healthcare setting
- Experience of using digital dictation systems
- Experience of scheduling outpatient appointments and/or admissions
- Previous call centre / call handling experience
Skills
Essential criteria
- Accurate data entry, typing and checking skills
- Ability to produce letters / reports using Word and Excel Excellent interpersonal skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Ability to plan, prioritise and delegate workload
- Manage and interpret data correctly to inform decision making
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable criteria
- Conflict resolution skills
- Appropriate assertiveness skills
Knowledge
Essential criteria
- Understanding of patient priorities and performance targets related to appointments and waiting times
- Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
Desirable criteria
- Understanding of Primary Care, GP and community services
- Basic knowledge of medical terminology
- In depth understanding of medical technology appropriate to specialism
- Good knowledge of speciality specific patient pathways
- Thorough knowledge of healthcare administrative systems and processes
Other
Essential criteria
- Ability to work for long periods on computer
- Ability to maintain a professional approach at all times
- Ability to follow and work to policies and protocols
- Reliable and adaptable
Employer certification / accreditation badges
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Applicant requirements
You must have appropriate UK professional registration.
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Jordan Bussey
- Job title
- Administration manager
- Email address
- [email protected]
- Telephone number
- 020 8546 7711
- Additional information
Jordan Bussey, x2622
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