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 overview 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) Band 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 the Nuclear Medicine Department across sites and some of the tasks will include welcoming patients at our reception areas and booking appointments. Applicants must be able to communicate effectively with patients and members of staff at all levels and demonstrate excellent customer care skills. The ability to work shift patterns and work as effectively as part of a team is essential. Main duties of the job The post holder will provide a range of administrative support to the multi-disciplinary clinical team, 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 and inpatient scheduling appointments for studies and procedures. The Patient Access Co-ordinator will liaise closely with the clinical team and specialty management teams to ensure patients receive timely and appropriate appointments according to their care pathway and ensure national targets are met. - 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. - 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). - Cover reception and Face to Face areas. Working for our organisation 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. At Guy's and St Thomas' you’ll be surrounded by an exceptional team of supportive colleagues. Their skill, passion and pride in what they do will inspire you and their encouragement will give you confidence. Our staff surveys tell us that people enjoy working here. We consistently feature as one of the top trusts in the country to work for and are proud to have the Investors in People Gold Standard. 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. Detailed job description and main 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. Please see Job description for full details. For further details / informal visits contact: Detailed job description and main responsibilities 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 clinical system as per the department protocols. · Ensure that all data is inputted accurately into the clinical system 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. Ongoing pathway management · Develop expertise in all aspects of the speciality pathways for your access team. · Using the PML (Patient Management Listings) 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. · Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams seven days prior to this list taking place. · Work flexibly to ensure the department operates effectively, including working across 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 monitoring · Ensure 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 the clinical system. · Ensure that Patient Management List (PML) is 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 that all waiting list requests are added to the waiting list within two working days of receipt of request. · 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. · Assist with co-ordination of multi-disciplinary team meetings. · Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post. · 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. The post holder is required to follow Trust policies and procedures which are regularly updated including: Confidentiality / Data Protection / Freedom of Information Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person those staff will be liable to dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the Trust’s FOI procedure if they receive a written request for information. Information Governance All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner. Equal Opportunities Post holders must at all times fulfil their responsibilities with regard to the Trust’s Equal Opportunities Policy and equality laws. Health and Safety All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trust’s health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees. Infection Control All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the Trust to reduce HCAIs. All post holders must comply with Trust infection screening and immunisation policies as well as be familiar with the Trust’s Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for using aseptic techniques and safe disposal of sharps. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with the Trust’s use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager, or stated by the Trust to be mandatory. Flexible Working 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. Safeguarding children and vulnerable adults Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. Sustainability It is the responsibility of all staff to minimise the Trust’s environmental impact by recycling wherever possible, switching off lights, computers monitors and equipment when not in use, minimising water usage and reporting faults promptly. Smoking Policy The Trust is committed to providing a healthy and safe environment for staff, patients and visitors. Staff are therefore not permitted to smoke on Trust property or in Trust vehicles Review of this Job Description This job description is intended as an outline of the general areas of activity and will be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the post holder. Person specification Qualifications / Education Essential criteria • Good general education with English and Maths to GCSE standard or equivalent Relevant NVQ 3 or equivalent qualification or experience • 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 • 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 criteria • Customer service qualification / training • Knowledge of medical terminology Experience of an administrative role within the NHS • Knowledge of the key waiting times targets including 18 weeks and Knowledge of Trust hospital systems skills and knowledge Essential criteria • 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 criteria • Knowledge of the key waiting times targets including 18 weeks and Knowledge of Trust hospital systems Previous experiance Essential criteria • 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 criteria edge of medical terminology Experience of an administrative role within the NHS Guy’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 working We 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. 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." Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Taj Uddin Job title Assistant Service Manager Email address [email protected] Telephone number 02071884113 Additional information We may not be able to speak to all candidates prior to shortlisting, but will be able to discuss the role with shortlisted candidates prior to an interview.