Patient Pathway Co-ordinator - Contact Centre

Job overview

We are currently recruiting for a dynamic and flexible outpatient Patient Pathway Coordinator - Fixed Term contract until the 31st December 2025.

You will be based at Colchester General Hospital, but may need to cover at other Trust sites on occasion to meet the needs of the service. You will be working within a very demanding but rewarding environment and will need to be flexible.

You will be required to work across a 5 day working week within the opening hours of the Contact Centre which is Monday to Thrday 08:00 - 18:30, Friday 0800 - 1700 with Saturday working (optional) as and when needed to meet the service needs.

Main duties of the job

The role will consist of booking patients appointments, referral management and providing customer service to patients in an efficient and sensitive manner via telephone.

You will  have previous experience working in a customer service environment preferably within the NHS and will possess good organisational and communication skills in order to liaise with various areas internally and external to the Trust.  You must possess a clear and confident telephone manner.

The ability to effectively & efficiently organise workload is essential. You will be required to work within Referral to Treatment (RTT) pathways, and comply with national and local waiting time outpatient targets. Knowledge of NHS computer systems would be advantageous, but you may also be familiar with other computerised booking systems.

Detailed job description and main responsibilities

Main Duties and Responsibilities:-

• Check GP referral letters and register patients on Medway and CAB where necessary.
• To be aware of the 18 week RTTP Target and the Trust and patient’s responsibilities therein.
• Submit referrals for assessment and make new outpatient appointments as prioritised by the Consultants.
• Telephone patients to negotiate appointments, or print and send partial booking letters as appropriate.
• Manage all electronic referrals as Trust policy.
• To work progressively towards the implementation of ERS project through direction from management team.
• To amend work processes as directed in line with changes to booking practices as instructed by management team in the implementation of ERS and partial booking.
• Deal with patient telephone enquiries across a range of specialties.
• Make follow up appointments, in line with partial booking, as requested by Medical Secretaries, Wards, Clinics, Departments & other hospital sites.
• Cancel and re-arrange clinics as requested, and inform patients of such arrangements.
• Liaise with the Senior Patient Pathway Manager and Supervisors, and Nursing Staff/Medical Secretaries/Medical Records/other departments and outlying hospital sites.
• Assist in the maintenance and control of the clinics to ensure an efficient service to both the patients and the Doctors.
• Any other duties as delegated by the Patient Pathway Supervisors/ Patient Pathway Manager

• To ensure that patients are offered appropriate appointments, in line with
• Departmental protocols and guidelines, maintaining 18 week RTT rules whilst adhering to the Trust Access policy
• To deal with telephone callers politely and efficiently, either in person or by transferring to the relevant department.
• To help and support all members of the Team by having a flexible approach to both workload and working patterns.

Please see attached job description for full details