Job vacancy: Patient Pathway Administrator, Royal National Orthopaedic Hospital NHS Trust, Stanmore

Job summary

Main area: Spinal Surgery
Grade: NHS AfC: Band 3
Contract: Permanent
Hours: Full time - Monday to Friday 9am - 5pm
Job ref: 392-RNOH-1293

Employer: Royal National Orthopaedic Hospital NHS Trust
Employer type: NHS
Site: Royal National Orthopaedic Hospital
Town: Stanmore
Salary: £29,651 - £31,312 Per Annum Including HCAS
Salary period: Yearly
Closing: 16/09/2025 23:59

Patient Pathway Administrator

NHS AfC: Band 3

Please note in order to progress your application, your data will be processed by our 3^rd 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.

Detailed job description and main 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 Trust’s 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 Trust’s 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 criteria

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 criteria

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 criteria

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 criteria

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 criteria

Advanced keyboard skills, and competent in the use of Microsoft Applications (Word, Excel and Outlook)

Desirable criteria

Experience of using a patient record system
Knowledge of the Epic patient electronic health record system

We are committed to equal opportunities in employment and offer a range of flexible working practices. Part-time and job share applications will be considered.

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the UKVI points based system.

By applying for this post you are agreeing to RNOH transferring the information contained in this application to its preferred applicant management system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Record (ESR) system and other secure, internal NHS workforce systems.

Additionally, by applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we want you to complete your e-learning modules prior to joining our organisation.

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

The RNOH operates a Smoke-Free Policy. Smoking is not permitted on any of the Trust’s premises (including the grounds that those premises are sited on) or in any Trust owned vehicle.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk

RNOH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of RNOH will have their original documents verified using this technology.

For further support on submitting an application please refer to the NLPSS Applicant Toolkit: https://royalfree.pagetiger.com/cuuomnr/1