Patient Access Coordinator
hace 2 días
London
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.We have one of the most ambitious capital investment programmes anywhere in the NHS.--------------------------------------------------------------------------------Job overviewJob overviewAn exciting opportunity has arisen within the Dental Directorate for a full time Patient Access Coordinator. We are looking to recruit an individual who works well under pressure, is enthusiastic, well-motivated and can work on their own initiative. Good organisational and priority skills are essential, along with the ability to work in a busy environment. The successful applicant should be committed to providing good patient care for our patients and their families whilst applying the Guy's and St Thomas' NHS Foundation Trust Values.The post holder will provide a confident professional service to all patients and carers and service users whilst supporting them throughout their pathway of care.The post holder must always adhere to Trust Policies and Procedures.Please note due to high response rate we sometimes close adverts early and we advise you apply as early as possible.Main duties of the jobMain duties of the jobWe currently have a full time post within the dental directorate, (37.5 hours per week), Monday to Friday. We are seeking dedicated and enthusiastic individual with excellent attention to detail and strong customer service skills. You will be required to prioritise a busy workload, work effectively under pressure, and demonstrate a good understanding of the 18-week RTT pathway. The successful candidates will join a supportive Patient Access team and will be responsible for:- Responding to patient queries and concerns in a professional and compassionate manner- Booking, cancelling, and rescheduling outpatient appointments - Supporting day-to-day waiting list management for Dental Surgical services- Liaising closely with clinicians and the wider multidisciplinary team to ensure patients are booked within agreed time frames- Escalating capacity, pathway, or booking issues to Team Leaders to support timely resolutionA good understanding of the 18-week patient pathway and previous hospital administration experience are essential for this role.Working for our organisationWorking for your organisationAbout the TrustGuy’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.We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.We have a long tradition of clinical and scientific achievement and – as part of King’s Health Partners – we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities.We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.Detailed job description and main responsibilitiesDetailed job description and main responsibilitiesDuties and ResponsibilitiesThe duties and responsibilities listed below are representative of the Patient Access Coordinator role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.- Main Duties Act as the first point of call for all patient access queries to the Trust.- Be responsible for the scheduling of outpatient 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).- Ongoing pathway managementDevelop expertise in all aspects of the multiple sub-specialty pathways in the department.- Using the Waiting Lists, ensure that the booking of all patients is line in with Trust and National waiting time targets and escalate exceptions.- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.- Responsible for the accurate input and maintenance of confidential data onto relevant Trust IT systems.- To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.- In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.- Work flexibly to ensure the department operates effectively, including working across both acute hospital sites and across all specialty boundaries.- Assist in investigating any complaints or incidents that arise in relation appointments or admissions for your speciality.- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.- Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.- Standards monitoringEnsure telephone calls are answered within the agreed time and in line with the Trust greeting policy.- Ensure that all patient demographics are checked and updated on all Trust systems.- Ensure patient cancellations/changes are recorded appropriately on all relevant Trust systems.- Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on PIMS. - Ensure that Patient Waiting Lists are proactively managed in line with Patient Access targets.- Ensure that local and Trust policies are adhered to at all times.- Ensure that all clinics are ‘cashed up’ within 24 hours of the end of the clinic with all appropriate outcomes completed. - Ensure urgent referrals are dealt with in line with agreed protocols.- Escalate any issues and breaches of the above standards to the Team Leader in the first instance.- Support the Team Leader to investigate any breaches of the above standards.- Other Work within a multi-disciplinary team in developing the service in line with departmental plans and Trust corporate objectives.- 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.- Undertake any training as required to complete the tasks associated with the job role.- Ensure that all health records are appropriately tracked and securely stored whilst in the department according to the Health Records Policy.- To provide general administration support as directed by management.Person specificationQualifcationEssential criteria- Good general education with English and Maths to GCSE standard or equivalent- Relevant NVQ 3 or equivalent qualification or experienceDesirable criteria- IT package Qualification/training such as the European Computer Driving Licence (ECDL)- Customer service Qualification/trainingPrevious ExperienceEssential criteria- 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 situationsDesirable criteria- Experience of an administrative role within the NHSSkillsEssential criteria- Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel- Ability to work as part of a team as well as using own initiative- Excellent organisational skills and attention to detail- Confidence in making decisions when dealing with competing priorities- Excellent command of English – both written and spoken- Able to demonstrate excellent written English including grammar, punctuation and structuring written text- Ability to work methodically in a busy environment and meet deadlines- Ability to develop and maintain good working relationships with all levels of staff- Ability to handle confidential and sensitive information appropriatelyDesirable criteria- Use of Trust systems (EPIC, e-RS etc)- Knowledge of the key waiting times targets including 18 weeksGuy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.Flexible workingWe are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process.Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on the UK Government website.Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.Please apply for this post by clicking "Apply Online Now."