Patient Pathway Administrator

Patient Pathway Administrator (Lung & Heart Health) - Reference NONE

Role Information:

Part of our OneWelbeck Heart & Lung Health centre, this role is an integral part of a dedicated team responsible for delivering a seamless and efficient patient pathway. You will manage all administrative aspects of the patient journey, including face-to-face and telephone appointment scheduling, front-of-house support, and maintaining accurate electronic medical records. A key focus of the role is ensuring exceptional customer service while meeting operational and business KPIs.

  1. Salary: £28,809
  2. Location: 1 Welbeck Street, London W1G 0AR

You will collaborate closely with internal teams and external stakeholders - such as PAs and referring medical professionals- to support smooth service delivery and uphold a five-star environment. Strong patient confidentiality, commercial awareness, and an understanding of sales-related KPIs are essential. Ongoing participation in CPD activities is expected to maintain up-to-date knowledge of services, standards, and business priorities.

 

Main Duties and Responsibilities:

  • Manage the full patient pathway, including appointment scheduling (phone & face-to-face) and front-of-house duties.

  • Accurately schedule consultations, diagnostics, and day-case procedures.

  • Maintain precise and confidential electronic medical records.

  • Deliver exceptional patient service, addressing enquiries promptly and sensitively.

  • Act as a liaison between patients, clinical teams, and external stakeholders (PAs, referring clinicians).

  • Support smooth communication and efficient coordination across all internal teams.

  • Uphold patient confidentiality and adhere to all regulatory and quality standards.

  • Monitor performance against KPIs and identify opportunities for improvement.

  • Manage administrative tasks, inventory, and operational readiness.

  • Provide training and support to new team members.

  • Report risks to patient safety or quality in a timely manner.

  • Maintain clear communication with managers, business leads, and centre directors.

  • Process payments accurately, generate invoices, and prepare patient quotes.

  • Handle financial enquiries and understand self-pay and PMI processes.

 

Skills & Experience

Qualifications

  • GCSEs (or equivalent) including English and Maths (essential)
  • Relevant vocational qualifications (e.g., BTEC, NVQ in Healthcare/Health & Social Care) 
  • Degree-level education or equivalent experience

Experience

  • Minimum 2 years’ experience in a professional working environment (essential)
  • Demonstrated experience working effectively within a team (essential)
  • Experience in the healthcare sector

Knowledge & Skills

  • Excellent customer service skills (essential)
  • Strong written and verbal communication (essential)
  • Proficiency in IT systems and software (essential)

 

The Welbeck Way

This role embodies The Welbeck Way through a commitment to five key competencies:

  1. Patient First – Hires people who uphold our standards of safety, care, and clinical excellence.
  2. Collaborative – Works closely with Centres, Clinical Leads, and HR to anticipate and meet workforce needs.
  3. Accountable – Ensures all recruitment activity aligns with CQC, safeguarding, and internal governance standards.
  4. Innovative – Develops creative and cost-effective sourcing strategies for niche specialisms.
  5. Kind & Professional – Treats every candidate as a future ambassador of The Welbeck Way.

To apply, please send your CV to recruitment@welbeckhealth.com