Job summary
An exciting opportunity has arisen to join the Nuclear Medicine Department as a Patient Access Coordinator. This vacancy is a permanent, full time (37.5 hours per week - expected to work following a rota pattern as required by service 8:30am - 4:30pm / 9am-5pm) and is aBand 3 role.
We are looking for an enthusiastic and patient focused individual, with good communication skills, an ability to work effectively both as part of a team as well as independently and able to work under pressure.
You will be working along side a team which provides a comprehensive administrative and clerical service within our growing Nuclear Medicine Service. Applicants must be able to communicate effectively with patients and members of staff at all levels and demonstrate excellent customer care skills.
Main duties of the job
The Patient Access Co-ordinator will provide a high quality administrative support service to the Nuclear Medicine Department. The post holder will provide a broad range of support activities to ensure various administrative tasks are covered, booking outpatient appointments, covering face to face areas and essentially handling patient queries whilst working very closely with clinical teams.
The Patient Access Co-ordinator will be the first point of contact for patients and service users providing an in depth knowledge of outpatient scheduling Appointments.The Patient Access Co-ordinator will liaise closely with both clinical teams and specialty management teams to ensure patients receive timely and appropriate appointments according to their care pathway and ensure national targets are met.
About us
Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
The Nuclear Medicine Department is highly specialised and services include: thyroid clinic; general nuclear medicine; inpatient facilities and osteoporosis screening. The Department earns a significant amount of external income through its radio-pharmaceutical dispensary and has an international reputation for research and development.
Job description
Job responsibilities
The successful candidate will need to have excellent customer service skills , accuracy , attention to detail, ability to multi task and use initiative in a busy environment supporting a range to clinical teams.
Main Duties:
- 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 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 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 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
- 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)
Please see Job description for full details.
Job description
Job responsibilities
The successful candidate will need to have excellent customer service skills , accuracy , attention to detail, ability to multi task and use initiative in a busy environment supporting a range to clinical teams.
Main Duties:
- 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 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 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 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
- 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)
Please see Job description for full details.
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
- Customer service qualification / training
Previous 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
- Knowledge of medical terminology
- Experience of an administrative role within the NHS
Skills/ Knowledge/ Abilities
Essential
- Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
- Understanding of equal opportunities
- Understanding of confidentiality and its application and maintenance in and out of the workplace
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- 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
Desirable
- Knowledge of the key waiting times targets including 18 weeks, DM01 targets
- Knowledge of Trust hospital systems (i.e. EPIC)
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
- Customer service qualification / training
Previous 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
- Knowledge of medical terminology
- Experience of an administrative role within the NHS
Skills/ Knowledge/ Abilities
Essential
- Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
- Understanding of equal opportunities
- Understanding of confidentiality and its application and maintenance in and out of the workplace
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- 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
Desirable
- Knowledge of the key waiting times targets including 18 weeks, DM01 targets
- Knowledge of Trust hospital systems (i.e. EPIC)
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).
