Patient Pathway Officer

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Royal Free London NHS Foundation Trust Patient Pathway Officer

The closing date is 13 November 2026

Apply for this job

Job summary

It is a very exciting time to be joining the Patient Access Department - Outpatient Team at North Middlesex University Hospital, the post holder will have day-to-day responsibility for providing a high quality reception and clericalservice to the outpatient clinics, you will need to be available to work some weekends and be flexible with their working hours, you will cross cover departments for other staff as and when required. Ensuring that all patient attendances are accurately recorded on all appropriate hospital IT systems including our PAS called Medway.

The post holder will also be responsible for the timely and accurate checking in and out of patients, confirming attendances with patients. They will also be responsible for answering the telephone, Pre-Assessment Department and Theatres along with liaising with the multi-disciplinary team, other departments and services to answer queries. To ensure that all patient notes are available in a timely manner.

The successful candidate should be flexible with regards to working occasional late shifts, with good IT skills, and experience in filing and other clerical duties. Previous experience of office or reception 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.For further information please contact:

Shanil Velliani [email protected]

Service Manager

Main duties of the job

• Booking patients follow up onto the computer system.
• Update all demographics details.
• Complete outcomes of clinics and accurate recording of 18 weeks pathway.
• Generate DNA letters to patients and GP's.
• Deal with telephone and face to face enquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
• Communicate verbally in a sensitive and caring manner at all times.
• Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
• To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
• To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
• In the event of the hospital system failure the relevant disaster recovery procedure is followed.
• To provide and support for junior staff as required.
• Track case notes and other documentation in line with trust protocols.
• To collect notes from medical records., as needed.
• To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
• To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.

About us

North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.

We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.

Take a tour of our hospitalhere

Details

Date posted

02 November 2026

Pay scheme

Agenda for change

Band

Band 2

Salary

£30,142 a year Per Annum Including HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

391-NMUH-8225197

Job locations

North Middlesex University Hospital

Sterling Way

London

N18 1QX

United Kingdom

Job description

Job responsibilities

Prioritise and manage workload without direct supervision.

Provide a high quality reception and administrative service for the Outpatient department and to ensure appointments are made in line with Trust policies, guidelines and departmental protocols, additionalduties will include:

• Preparation of medical notes for relevant clinics
• Booking patients follow up onto the computer system.
• Update all demographics details.
• Complete outcomes of clinics and accurate recording of 18 weeks pathway
• Generate DNA letters to patients and GPs
• Deal with telephone and face to face inquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
• Communicate verbally in a sensitive and caring manner at all times.
• Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
• To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
• To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
• In the event of the hospital system failure the relevant disaster recovery procedure is followed.
• To provide and support for junior staff as required.
• Track case notes and other documentation in line with trust protocols.
• To collect notes from medical records., as needed.
• To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
• To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.
• To monitor and escalate shortages in stock e.g. stationary, paper etc. to team leaders for ordering.
• To undertake mandatory training.
• To participate in the Trust Performance Development scheme for staff.

Job description

Job responsibilities

Prioritise and manage workload without direct supervision.

Provide a high quality reception and administrative service for the Outpatient department and to ensure appointments are made in line with Trust policies, guidelines and departmental protocols, additionalduties will include:

• Preparation of medical notes for relevant clinics
• Booking patients follow up onto the computer system.
• Update all demographics details.
• Complete outcomes of clinics and accurate recording of 18 weeks pathway
• Generate DNA letters to patients and GPs
• Deal with telephone and face to face inquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
• Communicate verbally in a sensitive and caring manner at all times.
• Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
• To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
• To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
• In the event of the hospital system failure the relevant disaster recovery procedure is followed.
• To provide and support for junior staff as required.
• Track case notes and other documentation in line with trust protocols.
• To collect notes from medical records., as needed.
• To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
• To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.
• To monitor and escalate shortages in stock e.g. stationary, paper etc. to team leaders for ordering.
• To undertake mandatory training.
• To participate in the Trust Performance Development scheme for staff.

Person Specification

Education & Qualifications

Essential

• GCSE or equivalent standard of education with emphasis on numeracy and literacy
• Customer service experience

Desirable

• Working in NHS or other healthcare settings

Skills & Abilities

Desirable

• Ability to prioritise own workload and that of others Customer orientation
• Ability to effectively manage a diverse workload and meet deadlines
• Ability to communicate clearly, orally and in writing

Experience

Desirable

• Working effectively as part of a team
• Clear communication, Flexible, Multi tasking
• Patient Administration (e.g. secretarial/receptionist or clerical)

Personal Qualities

Essential

• Polite and helpful Teamwork
• Clear communication
• Ability to deal with stressful situations

Person Specification

Education & Qualifications

Essential

• GCSE or equivalent standard of education with emphasis on numeracy and literacy
• Customer service experience

Desirable

• Working in NHS or other healthcare settings

Skills & Abilities

Desirable

• Ability to prioritise own workload and that of others Customer orientation
• Ability to effectively manage a diverse workload and meet deadlines
• Ability to communicate clearly, orally and in writing

Experience

Desirable

• Working effectively as part of a team
• Clear communication, Flexible, Multi tasking
• Patient Administration (e.g. secretarial/receptionist or clerical)

Personal Qualities

Essential

• Polite and helpful Teamwork
• Clear communication
• Ability to deal with stressful situations

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Royal Free London NHS Foundation Trust

Address

North Middlesex University Hospital

Sterling Way

London

N18 1QX

United Kingdom

Employer's website

https://www.royalfreelondonjobs.co.uk/ (Opens in a new tab)

Employer details

Employer name

Royal Free London NHS Foundation Trust

Address

North Middlesex University Hospital

Sterling Way

London

N18 1QX

United Kingdom

Employer's website

https://www.royalfreelondonjobs.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Deputy Service Manager

Shanil Velliani

[email protected]

02088873119

Details

Date posted

02 November 2026

Pay scheme

Agenda for change

Band

Band 2

Salary

£30,142 a year Per Annum Including HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

391-NMUH-8225197

Job locations

North Middlesex University Hospital

Sterling Way

London

N18 1QX

United Kingdom

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