Patient Access Co-ordinator | Guy's and St Thomas' NHS Foundation Trust

Overview

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 procedures for their speciality.

Depending on the requirements of the speciality, the post holder will need to cover the service on a rotation during operational hours, 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.

• Act as the first point of call for all patient access queries to the Trust.
• Be responsible for the scheduling of outpatients appointments, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
• Ensure that patients are reminded of their appointments and that patients receive appropriate reminders in line with departmental protocols.
• 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 (e.g. appropriate support is in place for their appointment such as interpreting support).
• Provide a welcoming and efficient reception service and put patients at their ease.
• Respond to enquiries in a courteous and efficient manner.
• Ensure that all patient demographics 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 department protocols.
• Ensure that all data is inputted accurately into the computerised hospital administration system (EPIC) 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.

• Develop expertise in all aspects of the speciality pathways and the access team.
• Using the PML (Patient Management Listings) ensure that the booking of all patients is in line with Trust and National waiting time targets and escalation of any 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.
• 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 ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
• 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 to appointments or admissions for your speciality.
• Ensure that 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.

• 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 EPIC.
• Ensure that the Patient Management List…