Job summary
The children's surgery service is the regional centre for specialist and general surgical care.We see children from south east London, Kent and south east England.We care for children from the womb, through birth and childhood.
Across the region, we work closely with and provide surgical support to a range of other children's services including:
- children'sintensive care (PICU) and neonatal intensive care units
- children's neurosciences
- children's inherited metabolic diseases
- congenital heart disease
- children's kidney service
- other specialist children's services at Evelina LondonChildren's Hospital.
We provide general surgery services at Evelina London Children's Hospital, University Hospital Lewisham and at a range of outreach clinics across the south Thames region. We also carry out specialist investigations and surgical management for disorders of the gut (the gastrointestinal tract).
The Children's Day Surgery opened July 2023 and provides further surgical capacity for our Children enabling patients to be treated without being admitted.
The Paediatric Surgical department have a fantastic opportunity and are delighted to offer 1 year fixed term Patient Access Co-ordinator position within the Central admissions team. Working hours are expected to be 37.5 hours a week within Monday - Friday.
Main duties of the job
This post requires good organisational and communication skills with a proactive and flexible approach. Responsibilities include;
- Front of house reception duties for Theatre and Pre-assessment.
- Working with Patient pathway Coordinator to plan and manage of patient bookings, overseeing waiting lists and managing urgent referrals.
- Act as a primary point of contact for patients and other professionals.
- Working across multiple sites, Monday to Friday, between 9am - 5pm.
- Expected to meet set KPIs
- Ensure accessibility to patients and colleagues.
About us
The Trust
Guy's and St Thomas' Hospital Foundation Trust is one of the largest in the NHS. A full range of services is provided to the local population and patients from further afield. St Thomas' Hospital is located on the south bank of the river Thames opposite the Houses of Parliament. Guy's Hospital is adjacent to London Bridge. Both hospitals have excellent transport links.
Organisational Values
Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand andreflect these values throughout your employment with the Trust.
The post holder will:
- Put patients first
- Take pride in what they do
- Respect others
- Strive to be the best
- Act with integrity
Our values and behaviours frameworkdescribes what it means for every one of us in the Trust to put our values into action.The framework can be found on our Trust careers pages and GTIntranet.
Job description
Job responsibilities
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
- 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 by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
At reception
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Administer the clinic using the clinical system as per the department protocols.
- Ensure that all data is inputted accurately into the clinical system 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.
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams seven days prior to this list taking place.
- Work flexibly to ensure the department operates effectively, including working across sites and across all specialty boundaries.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
Standards monitoring
- Ensure telephone calls are answered within the agreed time and in line with the Trust greeting policy.
- Ensure that all waiting list requests are added to the waiting list within two working days of receipt of request.
- Support the Team Leader to investigate any breaches of the above standards.
Other
- Assist with co-ordination of multi-disciplinary team meetings.
- Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post.
- Participate in department development as appropriate and participate in departmental meetings.
Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department.
Job description
Job responsibilities
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
- 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 by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
At reception
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Administer the clinic using the clinical system as per the department protocols.
- Ensure that all data is inputted accurately into the clinical system 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.
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams seven days prior to this list taking place.
- Work flexibly to ensure the department operates effectively, including working across sites and across all specialty boundaries.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
Standards monitoring
- Ensure telephone calls are answered within the agreed time and in line with the Trust greeting policy.
- Ensure that all waiting list requests are added to the waiting list within two working days of receipt of request.
- Support the Team Leader to investigate any breaches of the above standards.
Other
- Assist with co-ordination of multi-disciplinary team meetings.
- Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post.
- Participate in department development as appropriate and participate in departmental meetings.
Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department.
Person Specification
qualifications/education
Essential
- Good general education with English and Maths to GCSE standard or equivalent
Desirable
- IT package qualification / training (Word, excel, outlook etc)
- Customer service qualification / training
Previous experience
Essential
- Proven experience of working in an administrative role
- Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
Desirable
- Experience of an administrative role within the NHS
skills and knowledge
Essential
- Excellent communication skills
- Excellent organisational skills
- Ability to work within a team
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- use of trust systems (IPMs, Galaxy etc)
Person Specification
qualifications/education
Essential
- Good general education with English and Maths to GCSE standard or equivalent
Desirable
- IT package qualification / training (Word, excel, outlook etc)
- Customer service qualification / training
Previous experience
Essential
- Proven experience of working in an administrative role
- Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
Desirable
- Experience of an administrative role within the NHS
skills and knowledge
Essential
- Excellent communication skills
- Excellent organisational skills
- Ability to work within a team
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- use of trust systems (IPMs, Galaxy etc)
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).
