Job summary
We have a fantastic opportunity to join GSTT as a Patient Access Coordinator in the Department of Sexual & Reproductive Health.This role will cover a walk-in reception, rotating at one of our three clinics based in the community. We seek a driven individual with excellent customer service and communication skills. You will need to be a proficient user of IT, organised and self-motivated, and able to work effectively in a team.
Our team provides services across Lambeth and Southwark, which includes Burrell Street (Blackfriars), Walworth Road (Elephant & Castle) and Streatham Hill. The clinics operate both walk-in and appointment sessions.
The patient access coordinator role is perfect for someone who thrives in a fast-paced environment, possesses exceptional autonomy and problem-solving skills, works well under pressure and enjoys working with diverse patients.
Main duties of the job
Sexual Health Service deals with a diverse cohort of patients who can sometimes come to the clinic for various needs and distress. There will be situations when conversations can become challenging, and it is crucial to address their needs with empathy, calmly and professionally.
The role involves working closely with a multidisciplinary team, including nurses, doctors, health advisors, and healthcare assistants, fostering a collaborative approach to ensure comprehensive care for our patients.
In addition to this role's primary responsibilities, there may be times when you will be asked to cover basic healthcare assistant duties, such as chaperoning in clinics, once adequate training is provided.
The successful candidate's work shifts will be between 8 am and 7 pm Monday-Sunday, usually 7.5 hours per day; however, the possibility of compressed hours for long day shifts can be discussed as a flexible working agreement subject to service needs. The patient access coordinators usually cover 1 in 5 weekends. Due to the nature of this role, there is no home working. The position requires working on-site as this is a patient-facing role.
About us
Sexual &Reproductive Health provides contraception, STI tests and treatment, HIV tests, pregnancy tests, psychosexual counselling, emergency contraception and referrals. The SRH department also operates a specialist clinic referral appointment service, as well as a walk-in and appointment service to men and women of all ages, including those under 16 years of age.
You will rotate working between our seven-day service consisting of 3 sites. Our team provides services across Lambeth and Southwark, including Burrell Street (Blackfriars), Walworth Road (Elephant & Castle) and Streatham Hill. The clinics operate both walk-in and appointment sessions. You will be required to work shifts between 8 am and 7 pm and a weekend shift 8-4 on a 5-weekly basis.
As we are currently planning for a new system implementation due in October 2023, the training and learning of the sexual health patient access coordinators will match the activity other bands' three admin roles are covering in the Trust. Occasionally, successful candidates may be asked to work in other areas within the directorate to cover the same role as needed, particularly when services are dealing with a shortage of cover or other backlog work projects.
The successful candidate will always be expected to maintain the Trust's standards and policies.
Job description
Job responsibilities
Before the first patient visit
- To act as the first point of call for all patient access queries to the Trust.
- On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines liaising with the Referral Management Centre as required.
- Be responsible for the scheduling of outpatient, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Liaise with patients prior to their hospital visit to ensure that a mutually convenient date and time is agreed.
- Ensure that patients are appropriately reminded of their appointments. This may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Ensure that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
- Ensure that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
During the patient visit
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Ensure that patients and visitors are well informed and that messages are communicated promptly.
- Respond to enquiries in a courteous and efficient manner.
- Ensure all patients demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
- Administer the clinic using the Trust patient management system as per the Patient Access Team Standard Operating Procedure.
- Ensure that all data is inputted accurately into the computerised hospital administration system in a timely manner.
- Liaise with the medical, nursing and allied health professional staff to ensure the smooth running of the clerical function within the clinics.
- Escalate any issues with the administrative function of the clinics immediately to the Patient Access Supervisor.
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Using the PML (Patient Management Listings) ensure that the booking of all patients are line in with Trust and National waiting time targets and escalate exceptions.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.
- Responsible for the accurate input and maintenance of confidential data onto relevant Trust IT systems.
- To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
- Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.
- In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
- Work flexibly to ensure that the Patient Access Team operates effectively, including working across both acute hospital sites and across all specialty boundaries.
- Assist in investigating any complaints or incidents that arise in relation appointments or admissions for your speciality.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
- Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.
Standards monitoring
- Ensure telephone calls are answered within the agreed time and in line with the Trust greeting policy.
- Ensure that all patient demographics are checked and updated on all Trust systems.
- Ensure patient cancellations/changes are recorded appropriately on all relevant Trust systems.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on PIMS.
- Ensure that Patient Management List (PML) is proactively managed in line with Patient Access targets.
- Ensure that the Patient Access Policy and other Trust policies are adhered to at all times.
- Ensure that all clinics are cashed up within 24 hours of the end of the clinic with all appropriate outcomes completed.
- Ensure that all waiting list requests are added to the waiting list within 2 working days of receipt of request.
- Ensure urgent referrals are dealt with in line with agreed protocols.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on the hospital system.
- Escalate any issues and breaches of the above standards to the Patient Access Team Leader in the first instance.
- Support the Patient Access Team Leader to investigate any breaches of the above standards.
Other
- Work within a multi disciplinary team in developing the service in line with departmental plans and Trust corporate objectives.
- Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post.
- Participate in department development as appropriate and participate in departmental meetings.
- Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department.
- Undertake any training as required to complete the tasks associated with the job role.
- Ensure that all health records are appropriately tracked and securely stored whilst in the department according to the Health Records Policy.
- To provide general administration support as directed by management.
The post holder is required to follow Trust policies and procedures which are regularly updated including:
Confidentiality / Data Protection / Freedom of Information
Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information.
Following the Freedom of Information Act (FOI) 2005, post holders must apply the Trusts FOI procedure if they receive a written request for information.
Information Governance
All staff must comply with information governance requirements. These includes statutoryresponsibilities (such ascompliance with the Data Protection Act),following nationalguidance (such as theNHS Confidentiality Code of Practice) andcompliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner.
Equal Opportunities
Post holders must at all times fulfil their responsibilities with regard to the Trusts Equal Opportunities Policy and equality laws.
Health and Safety
All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trusts health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
Risk Management
All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with the Trusts use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager, or stated by the Trust to be mandatory.
Flexible Working
As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.
Safeguarding children and vulnerable adults
Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
Review of this Job Description
This job description is intended as an outline of the general areas of activity and will be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the post holder.
Job description
Job responsibilities
Before the first patient visit
- To act as the first point of call for all patient access queries to the Trust.
- On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines liaising with the Referral Management Centre as required.
- Be responsible for the scheduling of outpatient, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Liaise with patients prior to their hospital visit to ensure that a mutually convenient date and time is agreed.
- Ensure that patients are appropriately reminded of their appointments. This may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Ensure that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
- Ensure that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
During the patient visit
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Ensure that patients and visitors are well informed and that messages are communicated promptly.
- Respond to enquiries in a courteous and efficient manner.
- Ensure all patients demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
- Administer the clinic using the Trust patient management system as per the Patient Access Team Standard Operating Procedure.
- Ensure that all data is inputted accurately into the computerised hospital administration system in a timely manner.
- Liaise with the medical, nursing and allied health professional staff to ensure the smooth running of the clerical function within the clinics.
- Escalate any issues with the administrative function of the clinics immediately to the Patient Access Supervisor.
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Using the PML (Patient Management Listings) ensure that the booking of all patients are line in with Trust and National waiting time targets and escalate exceptions.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.
- Responsible for the accurate input and maintenance of confidential data onto relevant Trust IT systems.
- To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
- Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.
- In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
- Work flexibly to ensure that the Patient Access Team operates effectively, including working across both acute hospital sites and across all specialty boundaries.
- Assist in investigating any complaints or incidents that arise in relation appointments or admissions for your speciality.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
- Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.
Standards monitoring
- Ensure telephone calls are answered within the agreed time and in line with the Trust greeting policy.
- Ensure that all patient demographics are checked and updated on all Trust systems.
- Ensure patient cancellations/changes are recorded appropriately on all relevant Trust systems.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on PIMS.
- Ensure that Patient Management List (PML) is proactively managed in line with Patient Access targets.
- Ensure that the Patient Access Policy and other Trust policies are adhered to at all times.
- Ensure that all clinics are cashed up within 24 hours of the end of the clinic with all appropriate outcomes completed.
- Ensure that all waiting list requests are added to the waiting list within 2 working days of receipt of request.
- Ensure urgent referrals are dealt with in line with agreed protocols.
- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on the hospital system.
- Escalate any issues and breaches of the above standards to the Patient Access Team Leader in the first instance.
- Support the Patient Access Team Leader to investigate any breaches of the above standards.
Other
- Work within a multi disciplinary team in developing the service in line with departmental plans and Trust corporate objectives.
- Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post.
- Participate in department development as appropriate and participate in departmental meetings.
- Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department.
- Undertake any training as required to complete the tasks associated with the job role.
- Ensure that all health records are appropriately tracked and securely stored whilst in the department according to the Health Records Policy.
- To provide general administration support as directed by management.
The post holder is required to follow Trust policies and procedures which are regularly updated including:
Confidentiality / Data Protection / Freedom of Information
Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information.
Following the Freedom of Information Act (FOI) 2005, post holders must apply the Trusts FOI procedure if they receive a written request for information.
Information Governance
All staff must comply with information governance requirements. These includes statutoryresponsibilities (such ascompliance with the Data Protection Act),following nationalguidance (such as theNHS Confidentiality Code of Practice) andcompliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner.
Equal Opportunities
Post holders must at all times fulfil their responsibilities with regard to the Trusts Equal Opportunities Policy and equality laws.
Health and Safety
All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trusts health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
Risk Management
All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with the Trusts use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager, or stated by the Trust to be mandatory.
Flexible Working
As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.
Safeguarding children and vulnerable adults
Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
Review of this Job Description
This job description is intended as an outline of the general areas of activity and will be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the post holder.
Person Specification
Qualifications/ Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience
Desirable
- Customer service qualification / training
Previous experience
Essential
- Proven experience of working in an administrative role demonstrating evidence of: 1. competent data collection and data quality
- 2.working with confidential documents and information
- Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
- Experience of working both autonomously and in a team
Desirable
- Experience of an administrative role within the NHS
Skills/ Knowledge/ Abilities
Essential
- Excellent communication skills, with the ability to: (i) relate to a diverse group of professional staff and Public
- (ii) communicate clearly in writing, face to face and on the phone,
- (iii) convey sensitive information in an appropriate manner (iv) communicate non-clinical advice to patients in a sensitive and tactful manner
- Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- Ability to work on own initiative and with minimal supervision
- Ability to work within a team and develop good working relationships with colleagues at all levels
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
- Understanding of equal opportunities
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
Person Specification
Qualifications/ Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience
Desirable
- Customer service qualification / training
Previous experience
Essential
- Proven experience of working in an administrative role demonstrating evidence of: 1. competent data collection and data quality
- 2.working with confidential documents and information
- Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
- Experience of working both autonomously and in a team
Desirable
- Experience of an administrative role within the NHS
Skills/ Knowledge/ Abilities
Essential
- Excellent communication skills, with the ability to: (i) relate to a diverse group of professional staff and Public
- (ii) communicate clearly in writing, face to face and on the phone,
- (iii) convey sensitive information in an appropriate manner (iv) communicate non-clinical advice to patients in a sensitive and tactful manner
- Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- Ability to work on own initiative and with minimal supervision
- Ability to work within a team and develop good working relationships with colleagues at all levels
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
- Understanding of equal opportunities
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
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.
