QM Patient Pathway Administrator
| Posting date: | 10 November 2025 |
|---|---|
| Salary: | £29,651.00 to £31,312.00 per year |
| Additional salary information: | £29651.00 - £31312.00 a year |
| Hours: | Full time |
| Closing date: | 24 November 2025 |
| Location: | Sidcup, DA14 6LF |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9213-25-1115 |
Summary
Main Duties and Responsibilities Communication and Patient Liaison Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trusts values. Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients. Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required. Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and In-Basket. Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate. Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern. Coordinating Patient Care PTL monitoring / updating / escalating where patient pathway issues are identified if not within their scope to resolve. Responsible for booking of patients appointments, diagnostics and inpatient stays, throughout their patient pathway. Corresponding with patients, practices and internal staff. Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances. Management of patient correspondence via text reminder services. Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team member. Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes. Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required. Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner. Process and register referrals, booking outpatient appointments within Epic. To book interpreters as required. Collate required patient information at the request of clinical teams. Supporting Clinical Teams Management of clinical staff inboxes and flagging of high priority correspondence. Management of virtual clinics, where applicable. Monitoring of InBasket function for internal correspondence. Monitoring relevant work queues relating to the service. Coordinating of clinic template amendment / cancellation forms. Booking patients in line with clinical diaries as per local processes. Attendance at meetings when required. Data Management, Data Quality and Systems Responsibilities Input and access information on Epic as required. Ability to use Epic accurately, inputting data and editing entries as required. Record and capture patient information appropriately and in line with Standard Operating Procedures. Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor. Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue. Supporting data quality workstreams and work-queues where appropriate.