Access Services Coordinator

3 weeks ago

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

Position Overview

The Access Services Team is dedicated to delivering a comprehensive and professional scheduling administration service for a specific range of clinical specialties. Each Access Services Team is tailored to a particular specialty or a group of related specialties, ensuring a high-quality, service-oriented experience for both patients and clinical teams.

Key Responsibilities

The primary objectives of the Access Services Teams include:

  • Assisting and guiding patients through all administrative aspects of their journey within the healthcare system.
  • Building and maintaining strong partnerships with specialty teams to address the unique needs of their patients.
  • Delivering professional, welcoming, and high-quality services for patients, whether in person, via the call center, through written communication, or utilizing emerging technologies.
  • Providing a call center function during designated hours, ensuring availability for patient inquiries.

Main Duties

We are pleased to announce opportunities for Access Services Coordinator roles within the Centralized Access Services Team. These positions will involve working hours of 29 hours per week with rotating shift patterns. Shifts will vary between early and late hours during weekdays.

We seek committed and enthusiastic individuals with exceptional attention to detail and customer service capabilities. The ability to manage one's workload effectively, along with a solid understanding of waiting list management, is essential for this role. The successful candidate will join a large team of Access Coordinators and will be responsible for addressing patient inquiries via the call center, managing outpatient appointment scheduling, and overseeing waiting list management for specific specialties. Regular communication with dedicated services will be necessary to ensure timely patient bookings and to escalate any capacity issues for prompt resolution.

A comprehensive understanding of patient pathways and prior experience in hospital administration is crucial.

Organizational Values

Our values shape our culture and guide our actions. It is vital that you embody these values throughout your tenure with the organization:

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

Job Responsibilities

The responsibilities outlined below represent the Access Services Coordinator role and its purpose within the organization; they are not exhaustive, and the post holder may be required to undertake additional or alternative administrative duties to support the efficient operation of the service.

Main Duties

  • Serve as the initial point of contact for all patient access inquiries.
  • Ensure that the vetting process for new referrals is conducted in accordance with departmental guidelines.
  • Manage the scheduling of outpatient appointments and elective admissions based on clinical urgency and waiting times, adhering to departmental procedures and organizational policies.
  • Communicate with patients prior to their appointments to confirm mutually convenient dates and times.
  • Ensure patients receive timely reminders about their appointments, utilizing various communication methods.
  • Maintain departmental standards for patient notifications and acknowledgments.
  • Provide courteous and efficient service to patients in person and over the phone.
  • Ensure individualized care for each patient, accommodating specific needs as required.

Pathway Management

  • Develop expertise in all aspects of specialty pathways relevant to your access team.
  • Utilize Patient Management Listings to ensure patient bookings align with organizational and national waiting time targets, escalating exceptions as necessary.
  • Address patient inquiries or concerns professionally, escalating issues to Team Leaders when appropriate.
  • Maintain accurate and confidential data on relevant organizational IT systems.
  • Stay informed about service rules and protocols to ensure effective utilization of clinical resources.
  • Collaborate with Team Leaders to review and manage patient cancellations and deferrals.
  • Participate in regular meetings with management and clinical teams to review scheduling and ensure compliance with operational standards.
  • Work flexibly across different hospital sites and specialties to ensure effective departmental operations.
  • Assist in investigating complaints or incidents related to appointments or admissions.
  • Respond to all patient communications within the designated timeframe.
  • Foster relationships with all staff groups to enhance the effectiveness of the access teams.

Standards Monitoring

  • Ensure timely responses to telephone inquiries in line with organizational greeting policies.
  • Regularly update patient demographic information across all systems.
  • Accurately record patient cancellations and changes in real-time.
  • Ensure compliance with local and organizational policies at all times.
  • Participate in departmental development initiatives and meetings.
  • Complete any required training to fulfill job responsibilities.

Qualifications and Experience

Essential

  • GCSEs or equivalent, including Mathematics and English.
  • Relevant NVQ Level 3 or equivalent qualification or experience.

Desirable

  • Customer service qualification or training.

Previous Experience

Essential

  • Experience in a customer-focused environment.
  • Experience working collaboratively within a team.

Desirable

  • Familiarity with medical terminology.
  • Experience in an administrative role within the healthcare sector.

Skills and Abilities

Essential

  • Excellent interpersonal and communication skills, both in person and over the phone.
  • Ability to cultivate and maintain professional relationships with staff at all levels.
  • Strong organizational skills with the ability to prioritize tasks effectively.
  • Proven ability to meet deadlines consistently.

Desirable

  • Knowledge of organizational systems and processes.

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