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.
Main duties of the job
The duties and responsibilities listed below are representative of the Patient Access Officer role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.
About us
The Department of Respiratory Medicine includes Chest Clinics on both St Thomas' and Guy's sites, Lung Function Laboratories on both sitesand also the Sleep Disorder Centrein Nuffield House on the Guy's site'.
The service offers out-patient clinics at both sites for all respiratory disorders with the exception of cystic fibrosis. There are a number of specialist clinics including lung cancer, tuberculosis, asthma, COPD, pleural disease, interstitial lung disease and assessment for pulmonary rehabilitation.
The Department also offers a range of diagnostic services including fibre optic bronchoscopy, endoscopic bronchial ultrasound, induced sputum, pleural aspiration, pulmonary function testing, full cardiopulmonary exercise testing, TB testing and contact tracing. The service has close links with the Departments of Allergy, Thoracic Surgery, Lane Fox Unit, Oncology & Radiotherapy and the respiratory consultants are also involved in the care of in-patients for General Medicine, ICU and HDU.
Job description
Job responsibilities
- To act as the first point of call for all patient access queries to the Trust.
- Provide a high-quality reception service to all users ensuring an efficient, professional and prompt reception and administration service is delivered at all times.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone
- Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users.
- Manage all telephone calls according to departmental standards and respond appropriately to maintain effective communication channels.
- Deal with all enquiries from patients, staff and visitors in a courteous, efficient and tactful manner referring to appropriate staff when necessary.
- Ensure that each patient is treated as an individual and their individual needs are met (i.e.: appropriate support is in place for their appointment, such as interpreting support).
- Keep reception and waiting area tidy and to monitor environment, reporting any concerns to the appropriate body. Ensure that each patient is treated as an individual and their individual needs are met (i.e. appropriate support is in place for their appointment, such as interpreting support).
Patient Administration
- Ensure that all patient demographics are checked and updated on all Trust systems
- Complete and issue patients with appointment letters and information for follow up appointments as necessary.
- Be aware of Trust waiting list targets and ensure clinic lists are prepared in order to meet/exceed these targets and escalate within the service where appointment schedules breach waiting list targets.
- Ensure patients are informed of changes and allocated alternative appointments within the waiting list targets.
- Contact patients to confirm attendance and manage DNAs in accordance to departmental procedures.
- Work closely with the clinical team to identify mechanisms to improve service delivery and ensure that an optimum service is provided at all times.
- Adhere to the procedures for dealing with overbooked clinic lists and cancellations.
- Be aware of patients with special needs and ensure these needs are met/exceeded by notifying appropriate clinical staff.
Information Systems
- Set up, maintain and amend patient records held on the clinical system.
- Enter diagnostic coding data relating to patient details onto the clinical system.
- Ensure patient information is validated and updated on the clinical system on each attendance.
Other
- Rotate cross site to gain working knowledge and skills to help cover absences as required by department.
- Demonstrate own administrative duties to new or less experienced team members.
Assist team members with any additional administrative duties commensurate with the grade as and when required to ensure the smooth running of the department
Job description
Job responsibilities
- To act as the first point of call for all patient access queries to the Trust.
- Provide a high-quality reception service to all users ensuring an efficient, professional and prompt reception and administration service is delivered at all times.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone
- Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users.
- Manage all telephone calls according to departmental standards and respond appropriately to maintain effective communication channels.
- Deal with all enquiries from patients, staff and visitors in a courteous, efficient and tactful manner referring to appropriate staff when necessary.
- Ensure that each patient is treated as an individual and their individual needs are met (i.e.: appropriate support is in place for their appointment, such as interpreting support).
- Keep reception and waiting area tidy and to monitor environment, reporting any concerns to the appropriate body. Ensure that each patient is treated as an individual and their individual needs are met (i.e. appropriate support is in place for their appointment, such as interpreting support).
Patient Administration
- Ensure that all patient demographics are checked and updated on all Trust systems
- Complete and issue patients with appointment letters and information for follow up appointments as necessary.
- Be aware of Trust waiting list targets and ensure clinic lists are prepared in order to meet/exceed these targets and escalate within the service where appointment schedules breach waiting list targets.
- Ensure patients are informed of changes and allocated alternative appointments within the waiting list targets.
- Contact patients to confirm attendance and manage DNAs in accordance to departmental procedures.
- Work closely with the clinical team to identify mechanisms to improve service delivery and ensure that an optimum service is provided at all times.
- Adhere to the procedures for dealing with overbooked clinic lists and cancellations.
- Be aware of patients with special needs and ensure these needs are met/exceeded by notifying appropriate clinical staff.
Information Systems
- Set up, maintain and amend patient records held on the clinical system.
- Enter diagnostic coding data relating to patient details onto the clinical system.
- Ensure patient information is validated and updated on the clinical system on each attendance.
Other
- Rotate cross site to gain working knowledge and skills to help cover absences as required by department.
- Demonstrate own administrative duties to new or less experienced team members.
Assist team members with any additional administrative duties commensurate with the grade as and when required to ensure the smooth running of the department
Person Specification
Qualifications
Essential
- GCSE Maths and English 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
Essential
- 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
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
- Ability to plan, prioritise and schedule work using own initiative to meet deadlines and organise work accordingly
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
Qualifications
Essential
- GCSE Maths and English 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
Essential
- 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
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
- Ability to plan, prioritise and schedule work using own initiative to meet deadlines and organise work accordingly
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).
