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 Centralised Outpatients department is looking for a new Patient Access Coordinator to join our busy team at St Thomas's Hospital. This is an exciting and challenging role in which you would have the opportunity to make a direct positive impact on the patient experience and care. As an ideal candidate, you would be organised and able to prioritise your work whilst maintaining accuracy and attention to detail. Strong communication skill would be valuable for this role. We’re looking for someone who understands patient confidentiality although previous NHS experience is not essential, and you will receive training in the team until you have settled into your new role. We can offer you opportunities for personal development within our friendly and supportive team. If you are looking for career progression, this is an excellent starter role to start you on your career path within the NHS. If you believe you have the skills and enthusiasm we would love to hear from you. Main duties of the job The Patient Access Coordinator will be the first point of contact for patients and service users providing an in depth knowledge of outpatient and scheduling procedures for specialities using the Outpatient service. Patient Access Coordinator will liaise closely with the clinical team and speciality management teams to ensure patients receive timely and appropriate appointments according to their care pathway. Depending on the requirements of the Outpatient specialities, the post holder will rotate within the team, providing clinic, reception cover, scheduling functions and telephone cover for the specialities. This will ensure that, patients are able to speak to staff who understand their scheduling needs and clinical teams are always supported by knowledgeable administrative staff. Working for our organisation We passionately believe in promoting care and compassion to all our patients and provide a holistic child and family-centered approach to all the children and young people in our care. Colleagues working in administrative and clerical roles are a vital part of the Trust and provide essential support to our front-line services and the care we provide to our patients. We are committed to diversity and inclusion, and creating a sense of belonging and fun for all our teams caring for women, children and families; as we continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs, we recognise the huge benefit of our workforce being reflective of the diverse communities we serve. At Centralised Ouptatients, we are reminded every day of how important life is, and how important it is to look after the health and wellbeing of our staff as they balance of responsibilities in and out of work. We are committed to supporting flexible working; we want to support you to work in a way that is best for us and for our patients, and for you. Detailed job description and main responsibilities To act as the first point of call for all Outpatient queries during clinic and on the telephone. Liaise with patients prior to their hospital visit to ensure that a mutually convenient date and time is agreed. 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). 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. 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 Patient Access Team Standard Operating Procedure. 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 with the administrative function of the clinics immediately to the Assistant Service Manager or Team Leader. Person specification Qualifications Essential criteria Good general education with English and Maths to GCSE standard or equivalent Relevant NVQ 3 or equivalent qualification or experience Desirable criteria Customer service qualification / training Experience Essential 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 situations Experience of working both autonomously and in a team Skills Desirable criteria Experience of an administrative role within the NHS Experience using EPIC or similar Hospital Electronic Patient Records Systems Skills and Knowledge Essential criteria Excellent interpersonal skills with the ability to liaise effectively with a wide range of services. Excellent interpersonal and communication skills face to face, in writing and on the telephone. Ability to deal with difficult service users and challenging situations. Ability to plan, organise and prioritise own workload and that of junior staff. Proficient IT skills experience of using Microsoft Word, Excel and Outlook Desirable criteria Knowledge of medical terminology Understanding of 18 weeks pathway. 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 Elizabeth Oluwatuyi Job title Assistant Service Manager Email address [email protected] Telephone number 07769043548