Job summary
This is an exciting opportunity for an enthusiastic and motivated individual to join the busy plastic surgery team based in the Hand Trauma Unit at St Thomas' Hospital and in Becket House.
We are one of the largest plastic surgery departments in the UK providing clinics in both our hospitals and other local hospitals. We are a busy surgical department covering breast, skin, head and neck, lower limb and hand firms; dealing with cancer, trauma and elective services.
This vacancy is based in our busy Hand Trauma Unit and involves a combination of patient facing reception work and 'back of house' administrative work.
The Patient Access Coordinator 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 successful candidate must therefore be able to provide a positive patient experience when the patients arrive for clinic, prioritise competing demands for the service and be able to learn quickly to understand the complexity of the service.
The role will require the individual to interact with a multi-disciplinary team in a busy office environment, dealing with complex and sensitive issues, and cross-covering within the wider Plastics service when required.
If you believe you have the skills and enthusiasm to join and our Hand Trauma team we would love to hear from you.
For further details / informal visits contact
Keanu.powell@gstt.nhs.uk - Team Leader
Main duties of the job
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of Hand Trauma 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).
About us
Department Information
The Plastic Surgery Department is a unit formed of 32 consultants, divided into varying sub-specialities, including Hands, Breast/Micro, Skin and Paediatrics. The department covers all sites within Guy's and St Thomas' NHS Foundation Trust as well as providing support to external trusts. The Hand Trauma Unit is the centre for Hand Trauma in South London.
Job description
Job responsibilities
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of Hand Trauma 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).
During the patient visit
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Ensure that patients and visitors are well informed and that messages are communicated promptly.
- Respond to enquiries in a courteous and efficient manner.
- Ensure all patients demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
- Administer the clinic using the Trust patient management system as per the department protocols.
- Ensure that all data is inputted accurately into the computerised hospital administration system (PIMS) 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.
Job description
Job responsibilities
Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of Hand Trauma 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).
During the patient visit
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Ensure that patients and visitors are well informed and that messages are communicated promptly.
- Respond to enquiries in a courteous and efficient manner.
- Ensure all patients demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
- Administer the clinic using the Trust patient management system as per the department protocols.
- Ensure that all data is inputted accurately into the computerised hospital administration system (PIMS) 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.
Person Specification
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.
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
Experience
Essential
- Experience of working in a customer focused environment demonstrating the ability to deal with difficult customers and challenging situations
Education
Essential
- Good general education with English and Maths to GSCE standard or equivalent
- Relavent NVQ 3 or equivalent qualification or experience
Desirable
- Customer service qualification / training
Person Specification
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.
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
Experience
Essential
- Experience of working in a customer focused environment demonstrating the ability to deal with difficult customers and challenging situations
Education
Essential
- Good general education with English and Maths to GSCE standard or equivalent
- Relavent NVQ 3 or equivalent qualification or experience
Desirable
- Customer service qualification / training
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.
