Patient Pathway Administrator

2 weeks ago

London, Greater London, United Kingdom North Middlesex University Hospital Full time

Job overview

The opportunity has arisen for a 37.5 hour Band 3 Patient Pathway Administrator within the Specialist Medicine Departments. This area covers a number of specialities including - Clinical Haematology, Diabetes, Dermatology, Endocrine, Nephrology and Rheumatology.

The role is essentially administrative and will require great organisational skills and attention to detail. You will require excellent communication skills as a large part of the role will involve liaising with both clinical and support staff. You will receive initial training for the role but knowledge of the NHS, NHS pathways and referral processes would be a significant advantage. You will need to be able to cope well under pressure, use your initiative to work individually and work well as part of a team.

Previous experience of office duties is essential, preferably within the healthcare setting, and all candidates must meet the criteria laid out within the person specification included in the job description.

Main duties of the job

The post holder will be the first 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 prove support in the proactive management of the patient pathway from referral to discharge, ensuring
the entire pathway is management smoothly.

This includes:

Supporting the proactive management of the patient pathway from referral to discharge,
ensuring the entire pathway is managed smoothly. Dealing with telephone and face to face queries in a professional and courteous manner. Monitoring incoming referrals for the trust and ensuring all inappropriate referrals are dealt with in the correct manner. Liaise with Specialist Medicine Managers on a daily basis ensuring capacity is provided.

Working for our organisation

North Middlesex University Hospital NHS Hospital Trust (NMUH) is one of London's busiest healthcare providers, providing hospital care and community services for the 350,000 people living in Enfield, Haringey and beyond.

Our specialist services include HIV, cardiology, blood disorders, diabetes, fertility, sickle cell and thalassemia. In addition to a full range of cancer diagnosis and treatment services, the Helen Rollason Cancer Support Centre is based on-site and provides services to support cancer patients' wellbeing.

We also provide community services and have a dedicated 0-19 service for children and young people in Enfield so that they can get the best possible start in life. This includes health visitors and school nurses who are delivering the national Healthy Child Programme, which provides a structured framework for the delivery of key interventions to support the health and wellbeing of children and families from 0 to 5 and school aged children from 5-19. The 0-19 service aims to improve pathways and partnerships with services in the hospital and deliver excellent care for the children and families.

For more information, please access the following link:

Detailed job description and main responsibilities

Process and log all referrals, including paper and Choose and Book, in line with Trust Access & Administration Process Policy and specialty Standard Operating Procedures (SOPs). Schedule new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups. Complete clinic cancellation forms and process according to SOP Reschedule outpatient clinics as requested – to be done in line with waiting time targets. Liaise with patient records staff, clinical colleagues, other admin teams and other organisations to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultations. Recognise when patients are on cancer pathways and, liaise with Cancer Services MDT co-ordinators to ensure patients are handed over appropriately. To understand 18weeks referral to treatment (RTT) rules and use them to manage all outpatient and elective patient journeys. Support the identification and escalation of any issues to the PPC which compromises delivery of the 18-Week RTT pathway, e.g. lack of capacity either in outpatients or theatres. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust. To be the friendly, sensitive and accessible focus for patient and carer communication, ensuring that all patients have the opportunity to agree their appointment and admission dates. Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate. Send written confirmation of appointments and admissions to all patients. Support the team in producing timely written and verbal communications with patients, clinicians, nursing staff and management. Provide cross cover within specialty/admin team.

Person specification

Education and Qualifications

Essential criteria

Educated to GCSE or equivalent Level 2 Literacy and Level 2 Numeracy

Desirable criteria

Business Administration Level 2 qualification Microsoft Office IT qualification

Skills and Abilities

Essential criteria

Willingness to learn and committed to studies in order to achieve qualifications Ability to develop effective working relationships across the organization Maintain a professional approach: Smart and presentable Ability to communicate effectively and sensitively with others from a variety of backgrounds, both verbal and written Demonstrate understanding re the importance of patient confidentiality and data protection.

Experience and Knowledge

Essential criteria

Good working knowledge of IT Microsoft Packages such as Outlook, Word, Excel and other relevant programmes.

Desirable criteria

Working in an NHS Hospital

Personal Qualities

Essential criteria

Team member with a flexible approach to work, willing to adapt to changing situations

Trust Values

Essential criteria

Demonstrable ability to meet Trust values

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

You will only be contacted by the Recruitment Team via email if you are shortlisted for this post. Please ensure therefore that you check your e-mail account regularly.

Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers – North London Partners Shared Service, (NLPSS) who conduct recruitment activities on behalf of NMUH.

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

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

By applying for this post you are agreeing to NMUH transferring the information contained in this application to its preferred applicant management system. All subsequent information regarding your application will be generated from 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.

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.

If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK.

If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the

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