Patient Access Coordinator in Plastic Surgery Hand

1 week ago

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

This is an exciting opportunity for an enthusiastic and motivated individual to join the busy plastic surgery team based in the Hand Trauma Unit at St Thomas' Hospital and in Becket House.

We are one of the largest plastic surgery departments in the UK providing clinics in both our hospitals and other local hospitals. We are a busy surgical department covering breast, skin, head and neck, lower limb and hand firms; dealing with cancer, trauma and elective services.

This vacancy is based in our busy Hand Trauma Unit and involves a combination of patient facing reception work and 'back of house' administrative work.

The role will require the individual to interact with a multi-disciplinary team in a busy office environment, dealing with complex and sensitive issues, and cross-covering within the wider Plastics service when required.

If you believe you have the skills and enthusiasm to join and our Hand Trauma team we would love to hear from you.

For further details / informal visits contact

Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of Hand Trauma 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).

Department Information

The Plastic Surgery Department is a unit formed of 32 consultants, divided into varying sub-specialities, including Hands, Breast/Micro, Skin and Paediatrics. The department covers all sites within Guy’s and St Thomas’ NHS Foundation Trust as well as providing support to external trusts. The Hand Trauma Unit is the centre for Hand Trauma in South London.

Main Duties
- Act as the first point of call for all patient access queries to the Trust.
- Be responsible for the scheduling of Hand Trauma 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).

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 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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