Patient Pathway Officer – Contact Centre

About the role

The Patient Pathway Officer works in the Outpatient Contact Centre of North Middlesex University Hospital, providing high‑quality reception and clerical support to outpatient clinics. The role involves answering patient enquiries, checking patients in and out, and ensuring accurate record‑keeping across hospital IT systems.

Key responsibilities

• Answer external and internal patient phone enquiries within agreed service levels.
• Check‑in and check‑out patients, confirming attendance and updating the Medway Patient Administration System.
• Book follow‑up appointments, update demographic details and generate required correspondence.
• Maintain and organise patient notes, collect urgent medical records for consultants, and ensure notes are available promptly.
• Provide cross‑cover for reception and other departments, including occasional weekend and late‑shift work.
• Support junior staff, track case notes, and report performance shortfalls to team leaders.

Required profile

• Flexible availability for weekend and occasional late shifts.
• Strong organisational skills with the ability to manage a mixed workload.
• Excellent communication skills, delivering information in a caring and professional manner.
• Experience in a hospital or clinical administrative environment is preferred.

Required skills

• Proficiency with the Medway Patient Administration System (PAS).
• Good IT literacy for handling hospital information systems.
• Experience in filing, record‑keeping and general clerical duties.

What we offer

• Part‑time role (2 days a week, 7.5‑hour shifts) within a supportive NHS team.
• Opportunities for professional development in a large integrated care system.