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Job summary

Main area
Imaging
Grade
NHS AfC: Band 3
Contract
Permanent: Nesha Patel, 02039470221
Hours
Full time - 37.5 hours per week (Saturday 7.30am to 8pm, Sunday 7.30am to 6pm, Monday 3pm to 8pm, Thursday and Friday 3pm to 8pm)
Job ref
392-RNOH-1296
Employer
Royal National Orthopaedic Hospital NHS Trust
Employer type
NHS
Site
stanmore
Town
Stanmore
Salary
£29,651 - £31,312 inclusive of Outer HCAS per annum
Salary period
Yearly
Closing
22/09/2025 23:59

Employer heading

Royal National Orthopaedic Hospital NHS Trust logo

Patient Pathway Assistant

NHS AfC: Band 3

Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers – North London Partners Shared Service, who conduct recruitment activities on behalf of Royal National Orthopaedic Hospital NHS Trust. 

The Royal National Orthopaedic Hospital NHS Trust is the largest orthopaedic hospital in the UK and a global leader in our field.  We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the Trust. The RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients

  • Rated Good by the CQC
  • Two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility
  • Our Research and Innovation Centre works closely with our main academic partner, University College London
  • Recognised as a centre of excellence,  leading on national initiatives, such as the Getting It Right First Time (GIRFT) Programme
  • Further major redevelopment underway across the Stanmore site – improving and modernising our facilities to maintain our position as the UK’s leading centre for orthopaedic medicine
  • In the NHS staff survey, over 90% of our staff were satisfied with the quality of care they are able to give to patients - the best result of any NHS Trust in the country
  • Our staff also indicated that they had the best experience of appraisals as compared to all other NHS Trusts.

This is a great time to join us and play a critical role in the next stage of RNOH’s journey to achieving an outstanding CQC rating.

Our aim is to remain a world-leading orthopaedic hospital with the best patient care and staff experience in the NHS. To do this, we have four core values that underpin everything that we do. We use our values to help ensure that we are always focused on the things that our staff and patients believe are most important:

  • Patients first, always
  • Excellence, in all we do
  • Trust, honesty and respect, for each other
  • Equality, for all

Our annual staff survey results have been improving year on year, with our staff telling us that their experience of working at the Trust is getting better and better. They also indicate that our staff feel very loyal to the RNOH and committed to its role in providing the very best care to our complex patient group. We hope that we can welcome you to our growing team soon.

Job overview

The post holder will be responsible for providing a comprehensive and patient orientated reception and booking service for the imaging/centralised booking office.

This is a multi-skilled role and the post holder will be expected to rotate on a regular basis between back office and front of house duties.  

For those who will have a reception function this will require a high level of face to face contact involving meet and greet as well as the processing of requests/referrals at front of house. The post holder will be expected to work with some unsupervised periods of time and use their judgement to make immediate, patient related decisions as necessary.

The post holder will be required to liaise with a variety of clinic and non-clinical staff both inside and outside the trust to facilitate the effective and efficient management of waiting lists and appointment booking systems.

 

Please see the Job Description and Person Specification for further details.

Main duties of the job

  • Schedule and process all referrals / requests within defined timescales ensuring that all details are entered correctly on to relevant Trust information systems.
  • Ensure that patients are offered appointments within the statutory waiting times including urgent and cancer referrals.
  • Provide an efficient and friendly telephone services to patients, and other callers both internal and external to Trust.
  • Where required contact patients directly to offer, reschedule, cancel appointments or confirm attendance.

           

Working for our organisation

RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/

Detailed job description and main responsibilities

  • At reception deal face to face with patient and visitor enquiries relating to department matter and when necessary use judgment to deal with problems or seek further advice and assistance.
  • Where necessary advise ward staff of any patient preparation for forthcoming procedures and complete relevant check lists. 
  • Ensure timely vetting of all referrals by appropriate clinician/health professional.
  • As required ascertain from patients, carers or ward staff any medical condition that may affect their appointment/admission.
  • Where necessary and after taking into account any medical condition book examinations requiring a “directly booked appointment” into appropriate slots according to type and availability.

Please see the Job Description and Person Specification for further details.

Person specification

Communication & Relationship Skills

Essential criteria
  • Good communication and interpersonal skills
  • Good organisation skills
  • Ability to prioritise workload
  • Ability to work well in a team and also on own initiative

Knowledge, Training & Experience

Essential criteria
  • Good level of general education, grade c or above in English language and maths GCSE equivalent
  • Experience of working within the NHS or a large organisation of similar size and volume of
  • Excellent administrative and organisation skills
  • Ability to work unsupervised and use own initiate
Desirable criteria
  • Knowledge, Training & Experience
  • Knowledge of ICS/RIS/Insight/ ICE or similar information systems that support the business function in the NHS

Planning & Organisational Skills

Essential criteria
  • Management of own office environment and workload
  • Happy to provide cross cover

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardApprenticeships logoNo smoking policyInvestors in People: GoldImproving working livesCare quality commission - GoodMindful employer.  Being positive about mental health.Disability confident employerNHS Rainbow badgeNational Preceptorship for Nursing Quality MarkBronze Trailblazer by Race Equality MattersDefence Employer Recognition Scheme (ERS) - GoldAccredited Menopause Friendly EmployerRoyal College of Anaesthetists AccreditedCareLeaver CovenantThe Employer Standards provide a clear framework to businesses of all shapes and sizes to maximise the impact of employer engagement with young people, ensuring mutual value and long-term business success

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

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

Documents to download

Apply online now

Further details / informal visits contact

Name
Nesha Patel
Job title
Elective Access Manager
Email address
[email protected]
Telephone number
02039470221
Additional information

My working hours are 7am to 3pm

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