Job summary
This is an exciting opportunity for an enthusiastic and motivated individual to join the busy Plastic Surgery team based at St Thomas' Hospital .
This vacancy is for 1 role -Part time; Outpatient Access Coordinator on a 8am - 4pm / 9am-5pm shift rotation basis on Tuesdays and Fridays. Option of joining staff bank hours during the week.
We are one of the largest plastic surgery departments in the UK providing clinics in both our hospitals and other local hospitals. We are a busysurgical department covering breast, skin, head and neck, lower limb and hand firms; dealing with cancer, trauma and elective services.The Patient Access Coordinator will be the first point of contact for patients and service users providing an in depth knowledge of outpatient and inpatient scheduling procedures for their specialty. The successful candidate must therefore be able to provide a positive patient experience when the patients arrive for clinic, prioritise competing demands for the service and be able to learn quickly to understand the complexity of the service.The role will require the individual to interact with a multi-disciplinary team in a busy office environment, dealing with complex and sensitive issues,and cross-covering within the wider Plastics service when required.If you believe you have the skills and enthusiasm to join our team we would love to hear from you.
Closing date: 1st October 2023
Interview date: 13th October 2023
Main duties of the job
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of elective 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).
- Cover reception in the Hand Trauma Unit if the service requires.
About us
Department Information
The Plastic Surgery Department is a unit formed of 32 consultants, divided into varying sub-specialities, including Hands, Breast/Micro, Skin and Paediatrics. The department covers all sites within Guy's and St Thomas' NHS Foundation Trust as well as providing support to external trusts. The Hand Trauma Unit is the centre for Hand Trauma in South London.
Job description
Job responsibilities
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of Outpatient 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 telephone 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 department protocols.
- Ensure that all data is inputted accurately into the computerised hospital administration system (EPIC) 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 where appropriate to Team Leaders.
Job description
Job responsibilities
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of Outpatient 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 telephone 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 department protocols.
- Ensure that all data is inputted accurately into the computerised hospital administration system (EPIC) 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 where appropriate to Team Leaders.
Person Specification
Skills
Essential
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System)
Experience
Essential
- Customer service experience
Education
Essential
- Maths and English GSCEs (A-C)
Desirable
- Customer service qualification or experience
Person Specification
Skills
Essential
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System)
Experience
Essential
- Customer service experience
Education
Essential
- Maths and English GSCEs (A-C)
Desirable
- Customer service qualification or experience
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
