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 for a Patient Access Co-ordinator to join our busy Neurosciences team at Guy's Hospital. This is a challenging role in which the post holder would have an opportunity to make a direct positive impact on patient experience within the Trust. We are seeking a highly motivated individual with good interpersonal skills to work together with a highly competent and friendly team. The role will be the first point of contact for all patient appointments and queries. The whole clinic team work together to ensure the best possible experience not only for our patients, but also for our staff. We are a supportive and caring team and encourage our staff to develop both personally and professionally. We are happy to provide full training for the right person. The Patient Access Co-ordinator 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 speciality, the post holder will be required to rotate within the team, providing clinic reception cover, scheduling functions, general administrative support and telephone cover for their speciality. This will ensure that, at every contact with the Trust, patients are able to speak to staff who understand their scheduling needs and that clinical teams are always supported by knowledgeable administrative staff. Main duties of the job Answer calls and respond to correspondence in a timely manner Provide administrative support within the service, including cross cover for administrative team members as required Reception duties by welcoming, arriving and departing the patients attending appointments. Reception duties will provide reception cover to our Neurology and Neurofibromatosis patients. Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users Undertake any other reasonable duties necessary to ensure the smooth running of the service On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines. Working for our organisation The Neurosciences Team consists of the Neurofibromatosis (NF) Service and Adult Neurology service, sitting within the Directorate of Medical Specialties. Dr Paul Holmes (Neurology) and Dr Una Sheerin (NF) are our clinical leads within the service. Neurology is a clinical service based at Guy’s Hospital (1 st Floor, Southwark Wing). We also have offices at St Thomas’ Hospital (3 rd Floor, Lambeth Wing) and run clinics at Gassiot House. We are predominantly an outpatient service seeing a mixture of virtual and face-to-face appointments. We receive new referrals for routine, urgent and suspected cancer, for neurological and our clinics consist of new, follow up and 2WW appointments. We run clinics in general Neurology, Headache, Parkinson’s, Epilepsy, Multiple-Sclerosis and other Neurological conditions. Our NF service, based at Guy’s Hospital is an NHS England highly specialised service to provide specialist support to this significantly complex group of patients. The NF team care for patients of all ages including paediatrics and adults. The NF service is supported by a multidisciplinary team of Consultants from varying specialties, Psychologists, Social Workers, Physiotherapists and Clinical Nurse Specialists, amongst others. The team work closely with our partner organisations across the South of England, and the North England centre for NF in Manchester. Detailed job description and main responsibilities The 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. Answer calls and respond to correspondence in a timely manner Provide administrative support within the service, including cross cover for administrative team members as required Reception duties by welcoming, arriving and departing the patients attending appointments. Reception duties will provide reception cover to our Neurology and Neurofibromatosis patients. Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users Undertake any other reasonable duties necessary to ensure the smooth running of the service On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines. 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 Previous Experience Essential criteria 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 criteria Experience of an administrative role within the NHS Knowledge of medical terminology Skills knowledge and ability Essential criteria 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 criteria Knowledge of the key waiting times targets including 18 weeks Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System) 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." Further details / informal visits contact Name Patrick Creamer Job title Assistant Service Managers Email address [email protected] Additional information Please feel free to reach out Patrick Creamer Assistant Service manager for Neurology or Franklyn Omerekpe Assistant Service manager for Neurofibromatosis ([email protected]) for further information about the role.