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 andappropriate appointments according to their care pathway. Depending on the requirements of the speciality, the post holder will berequired 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.
Flexible hours between 8am - 5.30pm.
Closing date; 4th September 2023
Interview date; 25th September 2023
Main duties of the job
- 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 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 bytelephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Ensure that departmental standards are met for patients receivingnotification 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 (i.e. appropriate support is in place for their appointment, such as interpreting support).
About us
Women's Services deliver Maternity, Gynaecology and Assisted Conception services from both Guys Hospital and St Thomas' Hospital. Women's Services is the largest clinical directorate within the organisation for research, and also deliver the largest proportion of the trust's private patient activity. The directorate holds a strong reputational both nationally and internationally, and has an ambition to develop services to consolidate and grow this reputation. We provide care for women with a wide range of Gynaecological conditions including patients who undergo elective gynaecological surgery, women in early pregnancy- up to 18 weeks and emergency admissions admitted via the Early Pregnancy and Acute Gynaecology Unit (EPAGU) and Outpatient services in the McNair Centre at Guy's Hospital. The benign Gynaecology Service has 32,000 outpatient attendances and 2400 elective admissions each year.
Job description
Job responsibilities
Please see the attached job description/person specification for more information about the roles and responsibilities for this role.
Qualifications
Essential Criteria:
- Educated to diplomalevel or NVQ 3, City and Guilds certificate level in business administration orequivalent
Desirable Criteria:
- Customer services qualification/training
Previous experience
Essential criteria
- Significant proven experience of delivering to high standards in a fast-paced high volume customer care environment.
Desirable criteria
- Experience of an administrative role within the NHS
Skills/ Knowledge/ Ability
Essential criteria
- Excellent interpersonal skills with the ability to liaise effectively with a wide range of multi-disciplinary staff
Desirable criteria
- Understanding of peer review process and governance processes
Job description
Job responsibilities
Please see the attached job description/person specification for more information about the roles and responsibilities for this role.
Qualifications
Essential Criteria:
- Educated to diplomalevel or NVQ 3, City and Guilds certificate level in business administration orequivalent
Desirable Criteria:
- Customer services qualification/training
Previous experience
Essential criteria
- Significant proven experience of delivering to high standards in a fast-paced high volume customer care environment.
Desirable criteria
- Experience of an administrative role within the NHS
Skills/ Knowledge/ Ability
Essential criteria
- Excellent interpersonal skills with the ability to liaise effectively with a wide range of multi-disciplinary staff
Desirable criteria
- Understanding of peer review process and governance processes
Person Specification
Person Specification
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
- Ability to work on own initiative and with minimal supervision
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
- Ability to work within a team and develop good working relationships with colleagues at all levels
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
Qualifications/ Education
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
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
- Knowledge of medical terminology
- Experience of an administrative role within the NHS
Person Specification
Person Specification
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
- Ability to work on own initiative and with minimal supervision
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
- Ability to work within a team and develop good working relationships with colleagues at all levels
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
Qualifications/ Education
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
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
- Knowledge of medical terminology
- Experience of an administrative role within the NHS
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).
