Patient Access Officer

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. 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.

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 hospital 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 (ie: appropriate support is in place for their appointment, such as interpreting support).

Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals - Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.

We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.

We have a long tradition of clinical and scientific achievement and - as part of King’s Health Partners - we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities.

We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
- 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 department protocols.
- 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 where appropriate to Team Leaders.

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