DWLO Senior Patient Pathway Coordinator

The post holder will be responsible for the line management of the administrative staff and for ensuring the smooth running of the directorate in relation to its administration functions. Theywill manage the administrative, clerical, secretarial and patient co-ordination needs of the directorate. Plus, ensure, through careful monitoring of workloads that activity targets are metand that patient management is in line with the patient access policy. Other key tasks will include managing various projects/developments from inception to implementation. To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work.Main duties of the job Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient. Manage and answer telephone calls related to the service in a courteous and prompt manner. Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team. Support administration staff to resolve complex queries that they have escalated. 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 or departments as required. Receive and respond to e-mail and 'In-Basket' queries, monitoring, managing and triaging email correspondence to generic inboxes. Using hospital information systems including Epic, produce accurate correspondence for patients, GP's and others involved in care, and ensure its timely dissemination to stakeholders. Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values. Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient., Ensure appropriate handover of any outstanding administrative procedures related to clinical care at the end of a shift, or before periods of absence. Provide secretariat support for the department or division, including organising and administering meetings. Maintain adequate stock levels for the department, using Trust systems to procure required items. Coordinate department diaries or rotas to ensure an efficient service is maintained. Responsible for identifying and reporting environmental issues, resolving general office maintenance issues and reports those that fall beyond personal capabilities. Manage generic inboxes, triaging and ensuring responses are sent by the relevant person in a timely fashion. Maintain patient confidentiality at all times. Report any faults with equipment or the environment to the relevant department promptly, and as appropriate. Adhere to the Trusts Dress Code policy, and ensure a smart and professional appearance at all times. Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities. Proactively identify potential issues or risks that may compromise the smooth running of the department, and escalate these. Responsible for ensuring an efficient administrative service is provided, and identify opportunities for improvement.

• Educated to a degree level with experience in Administration
• A Level or NVQ level in business administration or equivalent
• Evidence of continuing professional development
• A willingness to undertake further training, Experience of managing and supervising groups of staff
• Extensive previous secretarial PA / managing administrative staff experience
• Experience in healthcare
• Excellent word-processing and spreadsheet skills, including Microsoft word and excel, Knowledge of experience of working with medical records
• Experience working in the field of clinic al audit
• Experience of using EPIC IT system, Effective role model, demonstrating Trust Values
• Care, accuracy and attention to detail
• Excellent interpersonal skills
• Able to work under pressure
  
  The Trust provides a full range of local and specialist services across its five sites. In June 2026, we launched our new strategy for 2026-31. Our vision is to transform healthcare, and we have agreed six strategic ambitions to help us improve care for patients, and the working lives of our staff.
Our six strategic ambitions are deliveringhigh-quality patient care; creating a great place to work; leading pioneering research, innovation and education; building strong and successful partnerships; providing timely and efficient care; and ensuring long-term financial sustainability. We have also agreed four new organisational values - Caring, Collaborative, Inclusive, Innovative - and these underpin everything we do, and how our teams interact with the patients under our care. We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people. King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.