Job summary
- Main area
- Audiology
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Part time
- Job ref
- 396-7833310-DE-GV-Z
- Employer
- Kingston and Richmond NHS Foundation Trust
- Employer type
- NHS
- Site
- Kingston Hospital
- Town
- Kingston Upon Thames
- Salary
- £29,651 - £31,312 per annum inclusive HCAS (Outer)
- Salary period
- Yearly
- Closing
- 30/03/2026 23:59
Employer heading
Band 3 Patient Pathway Coordinator
Band 3
Job overview
The post holder will be the point of contact for all 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.
Main duties of the job
1. Process and log all referrals, including paper and Choose and Book, in line with Trust Access Policy and speciality SOP.
2. Schedule new and follow up appointments with the most appropriate clinician, ensuring that capacity is proactively and efficiently used, escalating issues as required to the Admin Manager/Team Leader
3. Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested, including those carried out at other Trusts.
4. Assist in the co-ordination of appointments and procedures at other hospitals and organisations, where required
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.
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
- IT systems and patient data systems 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
- Experience of handling complaints
- 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
- Experience of working in a healthcare setting
- 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
- Pays attention to detail
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable criteria
- Conflict resolution 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
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
- Lee Clarke
- Job title
- Service Support Manager
- Email address
- [email protected]
- Telephone number
- 020 8934 3807
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