Central and North West London NHS Foundation Trust
Pathway Coordinator Administrator
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Job Overview
The post holder will work as an integral part of the team, liaising with:
- Medical staff including Consultant Physicians, Specialist Registrars, nursing and other medical staff allocated in the department.
- Admin Team Leader and Team Manager, Secretaries and administrators within the service.
- Clients, Carers, Primary Care Networks, GPs, other Trust and Healthcare service providers, Social services and various internal and external agencies and departments.
Main Duties of the Job
- Work positively with colleagues to maintain effective working relationships.
- Act as the first point of contact for CMHT Hubs, recording patient details, reasons for contact, and agreed actions on SystmOne.
- Screen, review, and process referrals from GP practices and other sources.
- Attend Hub meetings and provide feedback on service quality and accessibility to identify gaps and improvement opportunities.
- Manage callers’ expectations by providing timely, accurate non-clinical information.
- Use appropriate verbal and non-verbal communication to meet the needs of diverse service users.
- Ensure information is accurately recorded in patients’ electronic records.
- Maintain working knowledge of relevant IT systems and applications.
- Receive, prioritize, and distribute calls, emails, and mail, escalating matters when required.
- Maintain confidentiality and manage records in line with Caldicott guidelines, ensuring high-quality documentation.
- Undertake administrative duties relating to referrals, bookings, and liaison within agreed timescales.
- Provide administrative support to the multidisciplinary team, including arranging meetings and producing documents and reports.
- Monitor demand against capacity, escalate concerns in line with protocols, and use Tableau reports to support timely review of referrals and avoid breaches.
Working for Our Organisation
CNWL are committed to progressing and supporting their staff with career development and training and ensuring staff health and well-being and job satisfaction.
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Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025. “Separate provisions are applied to workers who have been sponsored and continuously held a Skilled Worker visa since prior to 04/04/2024."
As such, if you don’t meet the Transitional Provision (above) we are unable to consider your application unless you can provide documentary evidence of your right to work in the United Kingdom. If you believe you are eligible for sponsorship or already hold a valid right to work in the UK, please ensure you provide full details of your immigration status in the Pre-Screening Immigration section of your application form.
Please note role eligibility also depends on whether the role meets the salary threshold for the relevant occupational code (SOC CODE).
For further info please visit: Skilled Worker visa: Overview - GOV.UK
Detailed Job Description and Main Responsibilities
- Create and update patient electronic records and other relevant documentation. Processing referrals on a timely and professional basis.
- Schedule appointments as necessary, ensuring patients are notified of any changes to appointments.
- Prepare agendas, papers, and take minutes for various community meetings.
- Record all system information accurately, updating call information, registering call backs from patients, and bringing all new information to the relevant line manager’s attention.
- Provide monthly statistics on throughput to team manager as requested.
- Support the Community Mental Health Team Hubs with general administrative duties, sending appointments, data quality and capture using appropriate systems, audio typing, filing, taking messages, dealing with queries over the telephone and face to face, photocopying.
- Provide reception cover when required.
- Take stationery and equipment inventories where necessary and order goods for colleagues using the E-Procurement system.
- Collect and distribute all internal and external mail on a daily basis when required.
- Provide cross cover support for other Community Mental Health Hub teams where required.
- Any other administrative duties to support the team as and when required by team manager.
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Person Specification
Education and Qualifications
Essential criteria
- Educated to GCSE Level or equivalent including qualifications in Maths and English.
Experience
Essential criteria
- Experience of working in a fast-paced and complex environment, requiring attention to delivering results despite distractions and challenges.
Desirable criteria
- Experience of working as an administrator in an inpatient setting.
- Experience of working within a health care setting.
Skills and Knowledge
Essential criteria
- Good working knowledge of SystmOne.
- Excellent working knowledge of Microsoft Office packages including: Outlook, Teams, Excel, Word, and PowerPoint as well as other digital platforms including Zoom.
- Excellent verbal and written communication skills.
- Attention to detail.
- Understanding and practical application of principles of Equal Opportunities and Confidentiality.
- Understanding and experience of working with older people.
- Experience of using clinical and non-clinical systems for patient records, ordering stock, record archiving, and others.
Desirable criteria
- Familiarity with Medical Terminology.
Attitudes, Aptitudes, Personal Characteristics
Essential criteria
- Excellent time management and organizational abilities.
- Ability to manage and prioritize own workload with little supervision.
- Ability to act appropriately in stressful situations.
- Flexible approach to work.
- Ability to work in and as part of a team and unsupervised.
- Ability to work with competing priorities and within agreed timescales.
- Ability to focus on completing and finishing tasks, even when there are distractions and obstacles requiring self-motivation, determination, and drive.
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