Job summary
The Patient Access Co-ordinator 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 speciality.
The Patient Access Co-ordinator will liaise closely with the clinical team and speciality management teams to ensure patients receive timely and appropriate appointments according to their care pathway.
Depending on the requirements of the speciality, the post holder will be required to rotate within the team, providing clinic reception cover, scheduling functions, general administrative support and telephone cover for their speciality. This will ensure that, at every contact with the Trust, patients are able to speak to staff who understand their scheduling needs and that clinical teams are always supported by knowledgeable administrative staff.
More information can be found on the job specification.
Main duties of the job
- Support and guide patients along all administrative aspects of their pathway through the hospital.
- Develop and maintain strong relationships with speciality teams to ensure the specific needs of their patients are met.
- Provide professional, welcoming and high-quality services for patients whether that is at reception, through the call-centre, in writing, web-access, text messages and any other new technology.
- Ensure efficient use of hospital resources by supporting specialities to monitor capacity proactively to prevent clinic or theatre slots being wasted.
- To help implement new ways of working to improve patient experience and efficiency of service.
- Ensure accurate data entry to help the Trust meet all internal and external access targets in relation to outpatient appointments, admissions and pathway management.
About us
The Critical Care department at GSTT has an international reputation for clinical excellence and a prominent research profile. As well as serving the local population we provide tertiary critical care to the region. The units are equipped with state-of-the-art monitoring, point of care testing and a computer information system for charting, note-keeping and prescribing. All modalities of organ support are available.
The critical care directorate comprises six clinical areas and totals 75 beds at the St Thomas' site. There are 39 level 3 beds in the East Wing of the hospital (15 on EW1 ICU, 15 on EW2 ICU and 11 on EW6 ICU), an overnight intensive recovery unit (11 level 3 beds staffed by anaesthetists), a medical/surgical HDU on East Wing level 10 (15 level 2 beds) and cardiovascular surgical HDU (10 level 2 beds) on East Wing level 8. At the Guy's site, there are 13 level 2/3 beds on the Guys Critical Care Unit (GCCU).
Job description
Job responsibilities
- 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).
More information can be found on the job specification.
Job description
Job responsibilities
- 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).
More information can be found on the job specification.
Person Specification
Education and Qualifications
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience.
Desirable
- IT package qualification / training such as the European Computer Driving Licence (ECDL)
- Customer service qualification / training.
Experience and Knowledge
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
- Knowledge of medical terminology
- 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
- Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System)
- 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.
Other requirements
Essential
- To be flexible in their approach to the work, according to priorities and changing organisational systems
Person Specification
Education and Qualifications
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience.
Desirable
- IT package qualification / training such as the European Computer Driving Licence (ECDL)
- Customer service qualification / training.
Experience and Knowledge
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
- Knowledge of medical terminology
- 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
- Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System)
- 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.
Other requirements
Essential
- To be flexible in their approach to the work, according to priorities and changing organisational 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.
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).
