Job summary
We are looking to recruit 4 x enthusiastic and motivated Patient Access Coordinators to support the management of our Assisted Conception Unit (ACU) outpatient service based at Guy's Hospital.
The Patient Access Coordinator will act as a key point of contact for patients, clinicians, and the wider multi-disciplinary team. You will play an integral role in ensuring the smooth day-to-day running of the outpatient service and the delivery of high-quality patient care.
This is a varied and rewarding administrative role within a nationally recognisedcentre of excellence for reproductive medicine. You will work closely with nursing staff, clinical nurse specialists and consultants to provide a seamless and positive experience for our patients.
We are seeking a proactive and personable individual who is passionate about providing exceptional service in a healthcare setting. You should have strong organisational and communication skills, be comfortable managing multiple priorities, and enjoy working as part of a collaborative team. Previous experience in a healthcare or outpatient environment would be an advantage.
Additional Information -
Weekend work is mandatory as part of the department's service rota.
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You will be joining a supportive and friendly team committed to delivering the highest standard of patient care.
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Training and development opportunities will be available to support your professional growth.
Main duties of the job
As an Patient Access Coordinator, you will play a key role in supporting the clinical and nursing teams across one of our Women's Services areas. You will provide a high standard of administrative and reception support, ensuring patients and visitors receive a professional and friendly service at all times.
Your duties will include:
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Providing reception cover and delivering excellent customer service to patients and visitors.
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Handling patient enquiries in person and via telephone, ensuring all requests are dealt with promptly and efficiently.
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Opening and closing reception areas (08:00 and 18:00 hours).
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Managing appointment bookings and maintaining accurate databases.
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Supporting clinics by sitting on reception during operating hours and assisting with clinic cashing-up procedures.
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Manning shared phone lines and email inboxes.
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Assisting colleagues in other areas of the directorate as required.
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Processing medical records and handling clinical samples in line with departmental protocols.
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Working with the management team to escalate issues and support service improvements.
About us
Evelina London is part ofGuy's and St Thomas' NHS Foundation Trust and we are responsible for providing services for women and children. With over 3,000 dedicated staff, and led by an Executive Team and Board, we have significant devolved autonomy to focus operationally and strategically upon the needs of our patients. We also benefit from being part of a large and successful NHS foundation trust, whose values we share. We have an ambitious strategic development programme, with backing from Guy's and St Thomas'.
Every year, the number of children and young people Evelina London cares for, in hospital and in the community, continues to grow. We provide comprehensive health services from pre-conception, before birth, throughout childhood and into adult life. Evelina London is here for children, young people and women from London to South East England, and provides specialist care for families around the UK and across the world.
As the only NHS Trust in London with women's and specialist children's services on one site we have unique opportunities to provide excellent, high-quality, integrated care for mothers, babies and children. We operate through four clinical directorates: Neonatology and Medical Specialties, Surgical Services, Theatres and Paediatric Intensive Care, Children's Community Services and Women's Services.
Job description
Job responsibilities
Please see further details in the attached job description. Monday to Friday on a rota basis covering 8am - 6pm. Please also note, there is a 1 in 5 weekend requirement (hours during weekend shift are 08:00 - 16:00)
Weekend Work is Mandatory
Job description
Job responsibilities
Please see further details in the attached job description. Monday to Friday on a rota basis covering 8am - 6pm. Please also note, there is a 1 in 5 weekend requirement (hours during weekend shift are 08:00 - 16:00)
Weekend Work is Mandatory
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.
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).
