Commercial Pathway Coordinator

Job overview

We are recruiting a Commercial Pathway Coordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

This is an exciting opportunity to join our growing Commercial Services team within an established NHS Trust, supporting the delivery of high-quality private patient services in a fast-paced and evolving environment.

As a Commercial Pathway Coordinator, you will play a key role in managing the private patient journey from referral to discharge, delivering an excellent patient experience while working closely with consultants, clinical teams, and senior stakeholders.

Our private patient service is a growing and evolving part of the Trust, contributing to the continued development of patient care, innovation, and service improvement across the organisation, with benefits extending across both private and NHS services.

We are looking for motivated, customer-focused individuals who enjoy working collaboratively and are passionate about delivering high standards of service and patient care.

Main duties of the job

The Commercial Pathway Coordinator will be responsible for coordinating and managing the end-to-end private patient pathway, ensuring a seamless and high-quality experience from referral through to discharge. The postholder will work closely with consultants, clinical teams, administrative colleagues, and external stakeholders to support the efficient delivery of private patient services within the Trust.

Key duties include arranging appointments and treatments, monitoring patient pathways, maintaining accurate patient records across Trust systems, responding to enquiries, and proactively resolving pathway delays or issues. The role also involves providing excellent customer service to private patients and supporting the continued growth and success of the Trust’s Commercial Services division.

Working for our organisation

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person specification

Qualifications / Training

Essential criteria

• Reception /Administrative experience.
• Educated to minimum GCSE level or equivalent
• Competence in use of various computer software

Desirable criteria

• Private Patient Reception Experience.
• Equivalent Knowledge and experience

Previous Experience

Essential criteria

• Administrative experience includes dealing with complex situations and communicating with senior stakeholders and colleagues.
• Experience of working in a confidential environment and with sensitive material
• Experience of supporting senior managers

Desirable criteria

• Understanding of Medical Terminology
• Previous NHS experience
• Hospital information systems/database knowledge
• Multi –Disciplinary Team Meeting planning

Skills

Essential criteria

• Methodical, conscientious & reliable
• Excellent written and oral communication skills
• Ability to cope effectively under pressure
• Excellent telephone manners
• Able to demonstrate initiative and deal with sensitive information.
• Accurate attention to detail
• Experience of dealing with stressed/upset individuals in an empathetic manner.
• Ability to adapt to rapidly changing demands and expectations
• Ability to use own initiative and act quickly and decisively

Desirable criteria

• Recording and invoicing Private Patients or other NHS on the Finance System. This includes keeping the private patient spreadsheet up to date and accurate.

Knowledge

Essential criteria

• Strong computer skills
• Competent e-mail user
• Experience of dealing with tight deadlines and targets
• Strong database skills

Other Requirements

Essential criteria

• Understanding of, and commitment to, equality, diversity and inclusion Role model our Trust values every day
• Demonstrates integrity and honesty in all interactions.
• Works well in a team environment and fosters inclusive participation
• Understands and respects cultural differences and promotes inclusivity
• Shows willingness to learn and develop skills related to respect in the workplace.