Job summary
The Outpatients team at Evelina London are looking for a Band 3 Patient Access Coordinator to join their busy administrative team. This is an exciting and challenging role in which you would have the opportunity to make a direct positive impact on the patient experience of the children, young people as well as women and their families.
This role will be based within our busy centralised Evelina outpatients booking team where you will be the first point of contact for booking a services outpatient clinics. As an ideal candidate, you would be organised and able to prioritise your work whilst maintaining accuracy and attention to detail. Strong communication skill would be valuable for this role. We're looking for someone who understands patient confidentiality although previous NHS experience is not essential, and you will receive training in the team until you have settled into your new role.
We can offer you opportunities for personal development within our friendly and supportive team. If you are looking for career progression, this is an excellent starter role to start you on your career path within the NHS If you believe you have the skills and enthusiasm we would love to hear from you.
Want to make your application stand out? Visit ourrecruitment websiteto understand what we're looking for in your application.
Main duties of the job
As a Patient Access Coordinator, you will be the first point of contact for patients and service users providing an in-depth knowledge of arranging procedures & operations for your specialty. This includes working closely with clinical staff, patient bookings, report distribution/typing and answering queries via phone and email.
You will also work closely with the clinical team and specialty management teams to ensure patients receive timely and appropriate appointments.
About us
We passionately believe in promoting care and compassion to all our patients and provide a holistic child and family-centered approach to all the children and young people in our care. Colleagues working in administrative and clerical roles are a vital part of the Trust and provide essential support to our front-line services and the care we provide to our patients.
We are committed to diversity and inclusion, and creating a sense of belonging and fun for all our teams caring for women, children and families; as we continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs, we recognise the huge benefit of our workforce being reflective of the diverse communities we serve.
At Evelina London, we are reminded every day of how important life is, and how important it is to look after the health and wellbeing of our staff as they balance of responsibilities in and out of work. We are committed to supporting flexible working; we want to support you to work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that's job share, part time or another flexible pattern. If it works for the service, we will do our best to make it work for you.
Job description
Job responsibilities
Please see attached Job Description for full details of Duties and Responsibilities.
Main Duties
- Be the first point of call for all patient access queries for your speciality within the Trust.
- On receipt of all new referral letters make sure that the vetting process has been followed in line with departmental guidelines.
- Arranging of appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Discuss with patients before their hospital visit to ensure that a convenient date and time is agreed.
- Make sure patients are reminded of their appointments. This may include sending reminder letters or contacting patients by telephone in line with departmental protocols.
- Provide a polite 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: any needed support is in place for their appointment, such as interpreting support).
Job description
Job responsibilities
Please see attached Job Description for full details of Duties and Responsibilities.
Main Duties
- Be the first point of call for all patient access queries for your speciality within the Trust.
- On receipt of all new referral letters make sure that the vetting process has been followed in line with departmental guidelines.
- Arranging of appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Discuss with patients before their hospital visit to ensure that a convenient date and time is agreed.
- Make sure patients are reminded of their appointments. This may include sending reminder letters or contacting patients by telephone in line with departmental protocols.
- Provide a polite 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: any needed support is in place for their appointment, such as interpreting support).
Person Specification
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
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
- 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
- Knowledge of clinical systems eg EPR, PIMS and others
Additional Information
Essential
- To be flexible in their approach to the work, according to priorities and changing organisational systems
Person Specification
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
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
- 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
- Knowledge of clinical systems eg EPR, PIMS and others
Additional Information
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.
