Job summary
An opportunity has arisen within the Evelina Children's Community Services for a :
Patient Access Coordinator - Band 3
We are delighted to be in a position to advertise for a Band 3 Patient Access Coordinator's to support the General Paediatric Department within Evelina Children's Community Services. This is a permanent position, 37.5 hours/week based at the Sunshine House.
The post holders will provide a range of administrative support to the Evelina Children's Community Service, especially working very closely with the Doctors and Therapist. The core duties include managing referrals, planning and coordinating appointment bookings, overseeing waiting lists, processing clinical letters, answering the telephone and dealing with patient queries.
The successful candidate should have a high level of communication skills, with the ability to use your own initiative and have a flexible approach to work as the post holder will often be the first point of contact for the department and will be required to communicate in a professional and courteous manner.
We offer a supportive environment where your contribution is valued and your development is encouraged. We would like the successful candidate to be able to start as soon as possible following the interview.
It is an interesting and varied role and we'd like to find someone who enjoys the challenge of a busy working environment.
If you would like to hear more then please call Marcia Brown, Service Manager on 02039890363
Main duties of the job
The post holder will play a crucial role in Autism Team, ensuring that appointments, letters/reports with assessment treatment plans, all other correspondences relating to ARD are completed in a timely manner; in order to help the continued progress and movement towards improved KPI monitoring and management.
Book appointments for ARD assessments and request/collate supporting documents in time for medical appointments
Distribution of typing of reports, Epic workstream, book ARD appointments, onward referrals to the National Autistic Society, notifications in the generic inbox
About us
The Evelina London Children's Hospital is a busy secondary and tertiary children's hospital. We are committed to excellent patient care and providing a first class service to children and their families.
We provide a comprehensive range of services for the 121,000 children and young people that live in Lambeth and Southwark. This includes universal services - health visiting, family nurse partnership, school nursing, nutrition and dietetics, and a newborn hearing screening programme. Our specialist services cover community paediatrics, speech and language therapy, physiotherapy, occupational therapy, complex needs nursing, sickle cell and audiology. As well as part of statutory services including looked after children, child protection, safeguarding, and adoption and fostering.
We have two main health Centres Mary Sheridan Centre in Lambeth and Sunshine House in Southwark but we have many more across Lambeth and Southwark. We also provide services in schools, community buildings, in families' homes, and occasionally in hospital. Through group sessions and individual appointments, face-to-face and virtual, we hold over 176,000 appointments every year
Job description
Job responsibilities
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.
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 appointment 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).
Using the PML (Patient Management Listings) ensure that the booking of all patients is 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.
Job description
Job responsibilities
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.
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 appointment 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).
Using the PML (Patient Management Listings) ensure that the booking of all patients is 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.
Person Specification
Previous experience
Essential
- Experience of working in a customer focused environment
- Experience of working in an administrative role
Desirable
- Experience of an administrative role within the NHS
Education (
Essential
- Good general education with English and Maths to GCSE standard or equivalent
Desirable
- Customer service training / qualification
Previous Experience
Essential
- 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
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System)
Person Specification
Previous experience
Essential
- Experience of working in a customer focused environment
- Experience of working in an administrative role
Desirable
- Experience of an administrative role within the NHS
Education (
Essential
- Good general education with English and Maths to GCSE standard or equivalent
Desirable
- Customer service training / qualification
Previous Experience
Essential
- 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
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System)
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).
