Pathway Co-Ordinator Team Lead in Dorking

The Lead Pathway Coordinatorplays a vital role at DHC Outpatients in ensuring patients receive a smooth,well managed journey from referral to discharge. As both a skilled pathwaycoordinator and an inspiring team leader, this person champions high qualityadministration, supports staff, and keeps clinics running safely andefficiently.

This role is ideal for someonewho thrives in a fast-paced clinical environment, enjoys problem-solving, andvalues making a meaningful difference to patient care. Working with DHC meansjoining a supportive, forward-thinking organisation where your leadership,ideas, and dedication directly shape service quality and patient experience. The team includes 10 PathwayCoordinators based out of Dorking Hospital.

• Please note that this role is not eligible for visa sponsorship. Applicants must have the appropriate right to work in the UKfor the duration of the employment.
• Shortlisted candidates will be expected toattend an in-person interview at Dorking Hospital. If you require areasonable adjustment under the Equality Act to participate in the interviewprocess, please let us know when invited so that we can discuss yourrequirements.
• This role will be based at Dorking Hospital site and willrequire travel to other DHC locations where necessary. Candidates shouldconsider how they will travel reliably between sites during the working day,including whether they will need access to a car or other suitable transport.

Main duties of the job

In this role, the Lead Pathway Coordinator willoversee the full administrative flow of patient care, ensuring clinicpreparation is completed accurately and on time, and results and investigationsare acted upon promptly for clinical decisions to be made and patient careprogressed.

They will lead the Pathway Coordinator team day-to-day,providing guidance, allocating workload, and supporting complex cases. The postholder will work closely with clinicians, other outpatient departments andservice management to resolve issues quickly and maintain safe, efficientclinics. They will also contribute to service improvements, processdevelopment, and team training.

We are looking for someone highly organised,confident in decision making and able to manage competing priorities in a fast pacedenvironment. Strong communication skills, attention to detail, and the abilityto support and motivate others are essential. The ideal candidate will beproactive, calm under pressure, and comfortable navigating clinical informationand administrative systems. A positive attitude, problem solving mindset, andcommitment to excellent patient care are key to success in this role.

Full training will be given on the patientrecord system and how to complete the role.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

About us

This is an excellent opportunity to be a part of our organisation as weare going through a period of growth and looking to recruit a new Lead PathwaysCoordinator. You will be managing ahighly capable and well-respected team of 10 and will be based at DorkingHospital.

Dorking Healthcare (DHC) is an organisation that provides a wide range ofquality healthcare services in Surrey and Sussex. We are registered with theCQC (Care Quality Commission) receiving a Good status in our most recentinspection, we are an accredited AQP (Any Qualified Provider). Our vision is tocontinually improve local services for patients by offering first-class careand shorter waiting times.

A can-do attitude is a vital asset at DHC, and we are looking forlike-minded individuals to work with us who share the same approach and workethic.

The benefits we offerinclude:

• Membership of the NHSpension scheme
• 27 days' annual leave plusbank holidays, increasing with length of service
• Access to an EmployeeAssistance Programme
• Opportunities for training,development and career progression
• Some of our sites have freeon-site parking (subject to availability)
• We aim to be an employerofchoice and conduct annual staff satisfaction surveys

DHC actively encourage and promotesdiversity, ensures all voices are heard and included and is committed to equalopportunities for all.

Job responsibilities

Appointment to this role is subject to a satisfactory Standard DBScheck. Any information disclosed will be considered fairly and only whererelevant to the requirements of the role.

Wescreen and shortlist suitable candidates as applications are received. Wereserve the right to close this vacancy early and without notice if wefill the position; we encourage early applications to avoid disappointment.

JOBSUMMARY

The Lead Pathway Coordinator manages, supports, anddevelops the Pathway Coordinator team, ensuring the smooth running of alladministrative elements of the patient journey from referral to discharge. Thepost holder oversees both day-to-day operations and longer-term serviceimprovement, ensuring the team delivers a high-quality, efficient, andpatient-focused service.

The role incorporates all core responsibilities ofthe Pathway Coordinator position while providing leadership, decision making,and escalation support for complex pathways, clinical queries, and operationalchallenges. The post holder must demonstrate strong people-management skills,initiative, and sound judgement while maintaining the highest levels ofconfidentiality and professionalism.

DUTIESAND RESPONSIBILITIES OF THE POST

• Provide daily leadershipand oversight for the Pathway Coordinator team, ensuring equitable allocationof workload and adherence to service priorities.
• Act as the primaryescalation point for complex patient cases or operational issues, supportingstaff to resolve pathway challenges.
• Oversee HR processesincluding attendance monitoring, managing leave requests, appraisals, probationreviews, performance management, mentoring and supporting wellbeing.
• Lead team meetings,ensuring clear communication of priorities, updates, and changes in process.
• Support recruitment,induction, and mentoring of new staff members.
• Ensure the team works toachieve KPIs and SLAs set by the Outpatients Management Team, DHC Board, orcommissioning bodies.
• Conduct incident reviewsand investigations as required, ensuring learning is shared and improvementsimplemented.
• Promote continuousimprovement and contribute to the development, review, and implementation ofnew processes, and streamlining of existing processes.
• Anticipate operationalpressures (clinic volume, staffing gaps, seasonal surges) and plan accordingly.
• Foster a positive,supportive, and solution focused team culture.
• Encourage staffdevelopment through coaching, feedback, and recognition of good practice.
• Promote a can-do attitude and model resilienceand professionalism.
• Prepare clinical documentationfor clinicians to ensure clinicians have all relevant information, includingimaging, diagnostic results, clinical notes, and previous correspondenceavailable.
• Review new patient appointments,extracting relevant information from the referral and ensuring medical historyand prior investigations are accurately documented.
• Review followupappointment information, confirming that recommended investigations have beencompleted and results are available.
• Process postclinicdocumentation promptly, taking appropriate actions.
• Review internal andexternal diagnostic results, updating records and taking required actions suchas communicating the results to the referring parties, scheduling followupappointments or removing patients from waiting lists.
• Identify urgent orclinically significant findings and escalation to clinicians immediately,following agreed processes.
• Chase outstandingresults, reports, or documentation with GPs, hospitals, and thirdpartyproviders, monitoring and updating wait lists.
• Track patient progressthrough the entire pathway, identifying delays, resolving issues, and ensuringall steps are completed.
• Support the coordinationand processing of imaging requests

GeneralDuties:

• Maintain strong workingrelationships with clinicians, internal departments, and external providers.
• Work autonomously whilecontributing positively to team workflow and overall service quality.
• Manage shared emailinboxes and electronic task lists, ensuring timely and accurate processing.
• Maintain accurateelectronic patient records and audit trails, including uploading results,updating wait lists, documenting communication, and recording follow-upactions.
• Undertake any otherreasonable duties as commensurate with the nature of this role.

WORKSETTING AND REVIEW

Thepost holder is expected to manage their own workload and team responsibilitieswith autonomy, maintaining confidentiality at all times. Decisions shouldsupport efficient service delivery, with escalation to management or clinicianswhen appropriate.

CONFIDENTIALITY

Thepost holder must maintain strict confidentiality in accordance with the DataProtection Act 1998, Caldicott principles, and organisational policy.

Person Specification

Qualifications

• Good standard of education
• (Numerate and good standard of English)
• Any higher or further education qualifications

Knowledge and Skills

• Demonstrable experience of HR/Employee life
• Excellent people management and leadership skills.
• Well-organised administration.
• Computer literacy in MS Office packages.
• Ability to communicate effectively across diverse groups.
• Ability to maintain confidentiality at all times.
• Ability to prioritise workloads, meet deadlines, and problem-solve.
• High attention to detail and strong IT skills.
• Data protection in a healthcare environment.
• Patient referral to treatment times.
• SystmOne (NHS database).
• Familiarity with IEP (Image Exchange Portal).

Attributes

• Can do attitude to daily tasks, adversity and new ways of working.
• Proactive, organised, and supportive leadership style.

Experience

• Managing a team in a busy administrative or healthcare environment.
• Experience in improving and streamlining processes.
• Decision-making.
• Working to KPIs / SLAs.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Depending on experienceUp to £33,000 per annum depending on experience

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