Patient Access Coordinator

1 month 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 Officer 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 Department of Respiratory Medicine includes Chest Clinics on both St Thomas' and Guy's sites, Lung Function Laboratories on both sites and also the Sleep Disorder Centre in Nuffield House on the Guy's site'.

The service offers out-patient clinics at both sites for all respiratory disorders with the exception of cystic fibrosis. There are a number of specialist clinics including lung cancer, tuberculosis, asthma, COPD, pleural disease, interstitial lung disease and assessment for pulmonary rehabilitation.

The Department also offers a range of diagnostic services including fibre optic bronchoscopy, endoscopic bronchial ultrasound, induced sputum, pleural aspiration, pulmonary function testing, full cardiopulmonary exercise testing, TB testing and contact tracing. The service has close links with the Departments of Allergy, Thoracic Surgery, Lane Fox Unit, Oncology & Radiotherapy and the respiratory consultants are also involved in the care of in-patients for General Medicine, ICU and HDU.
- To act as the first point of call for all patient access queries to the Trust.
- Provide a high-quality reception service to all users ensuring an efficient, professional and prompt reception and administration service is delivered at all times.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone
- Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users.
- Manage all telephone calls according to departmental standards and respond appropriately to maintain effective communication channels.
- Deal with all enquiries from patients, staff and visitors in a courteous, efficient and tactful manner referring to appropriate staff when necessary.
- 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).
- Keep reception and waiting area tidy and to monitor environment, reporting any concerns to the appropriate body. 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).

Patient Administration
- Ensure that all patient demographics are checked and updated on all Trust systems
- Complete and issue patients with appointment letters and information for follow up appointments as necessary.
- Be aware of Trust waiting list targets and ensure clinic lists are prepared in order to meet/exceed these targets and escalate within the service where appointment schedules breach waiting list targets.
- Ensure patients are informed of changes and allocated alternative appointments within the waiting list targets.
- Contact patients to confirm attendance and manage DNAs in accordance to departmental procedures.
- Work closely with the clinical team to identify mechanisms to improve service delivery and ensure that an optimum service is provided at all times.
- Adhere to the procedures for dealing with overbooked clinic lists and cancellations.
- Be aware of patients with special needs and ensure these needs are met/exceeded by notifying appropriate clinical staff.

Information Systems
- Set up, maintain and amend patient records held on the clinical system.
- Enter diagnostic coding data relating to patient details onto the clinical system.
- Ensure patient information is validated and updated on the clinical system on each attendance.

Other
- Rotate cross site to gain working knowledge and skills to help cover absences as required by department.
- Demonstrate own administrative duties to new or less experienced team members.

Assist team members with any additional administrative duties co

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