Patient Pathway Administrator | Royal National Orthopaedic Hospital NHS Trust

Patient Pathway Administrator

Supporting the orthotics team in managing patient pathways from referral through to appointment and follow‑up. Integral to the department’s daily operations.

Responsibilities

• Answer inbound telephone calls promptly, respond to queries, provide relevant information and, when required, redirect calls.
• Handle outbound calls to patients, GPs and referrers.
• Process new referrals, check patient registration status, and enter accurate data into the Electronic Health Record (EHR).
• Screen and allocate referrals to the appropriate team, triage referrals, and follow up with clinicians if needed.
• Ensure patients are not lost to follow‑up, maintain appointment lists, and book or reschedule appointments in line with Trust policy.
• Generate appointment letters, prepare clinical information for staff and send patient correspondence promptly.
• Manage telephone and email communication for patients and visitors, offering reassurance and resolving queries.
• Maintain patient confidentiality, adhere to GDPR, and support the Trust’s data protection policies.
• Maintain stock levels, handle mail, scan documents to the electronic record and report equipment faults.
• Provide flexible cover across departments, support staff induction and offer improvement suggestions for the administrative service.

Qualifications

• Previous experience working within the NHS or a similar healthcare setting.
• Excellent administrative and organisational skills.
• Strong verbal and written communication skills.
• Proficient IT skills, including electronic patient record systems.
• Attention to detail and the ability to prioritise workload effectively.

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