Patient Access Specialist

3 weeks ago

London, Greater London, United Kingdom Guys and St Thomas NHS Foundation Trust Full time

The Patient Access Specialist serves as the initial point of contact for patients and service users, offering comprehensive knowledge of both outpatient and inpatient scheduling protocols specific to their specialty.


This role involves close collaboration with the clinical team and specialty management to guarantee that patients receive timely and suitable appointments in accordance with their care pathway.


Depending on the specialty's needs, the individual in this position may rotate within the team, providing clinic reception support, scheduling tasks, general administrative assistance, and telephone coverage.

This ensures that patients can always communicate with staff who are well-versed in their scheduling requirements, while clinical teams benefit from the support of informed administrative personnel.


Key Responsibilities:
  • Serve as the primary contact for all patient access inquiries.
  • Ensure that the vetting process for new referral letters adheres to departmental guidelines.
  • Manage the scheduling of outpatient appointments based on clinical urgency and wait times, following departmental procedures and Trust policies.
  • Communicate with patients prior to their hospital visits to arrange mutually convenient appointment times.
  • Provide timely reminders to patients regarding their appointments, which may include sending reminder letters or making phone calls up to seven days before their scheduled visit.
  • Ensure departmental standards are upheld for patient notifications regarding their visits.
  • Deliver courteous and efficient service to patients, both in person and over the phone.
  • Recognize and accommodate the individual needs of each patient, ensuring appropriate support is available for their appointments.
  • Process clinical correspondence following clinics within the designated timeframe.
  • Foster a welcoming environment to help patients feel at ease.
  • Keep patients and visitors well-informed, ensuring that messages are communicated promptly.


Our Core Values:

  • Prioritize patient care
  • Take pride in our work
  • Show respect for others
  • Aim for excellence
  • Act with integrity


These values guide our culture and define how we operate. It is essential that all employees embody these values throughout their tenure with the Trust.


Additional Duties:

  • Collaborate within a multi-disciplinary team to enhance service delivery in alignment with departmental objectives and Trust goals.
  • Fulfill general administrative responsibilities as required.
  • Engage in departmental and personal development activities to adapt to changes within the department.

Other responsibilities may include ensuring the smooth operation of the department through various administrative tasks such as:

  • Coordinating patient follow-ups and referrals
  • Preparing clinics and scheduling tests/appointments
  • Providing reception services, including answering phone calls and addressing patient inquiries
  • Performing general office administration tasks such as scanning, filing, and handling correspondence

For further details, please refer to the Job Description and Person Specification.

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