Reception Administrator

6 months ago

London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

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.

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.

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.

The St John’s Institute of Dermatology provides a comprehensive general dermatology service, as well as a wide range of multi-disciplinary specialist services (see our web page). Its primary role is the delivery of excellence in clinical service, education and training, research and development in Dermatology and is one of the largest outpatient facilities at Guy’s and St Thomas’ NHS Foundation Trust.

Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines.
- Be responsible for the scheduling of outpatient, elective admissions 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 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 (i.e. appropriate support is in place for their appointment, such as interpreting support).

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.
- Develop and maintain relatio

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