Patient Access Specialist
3 weeks ago
Job Overview
The Patient Access Specialist serves as the initial point of contact for patients and service users, offering comprehensive knowledge of 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 are consistently supported by knowledgeable administrative personnel.
Important Note: The vacancy may close early due to a high volume of applications.
Key Responsibilities
- Serve as the primary contact for all patient access inquiries.
- Upon receiving new referral letters, ensure adherence to the vetting process as per departmental guidelines.
- Manage the scheduling of outpatient appointments based on clinical urgency and waiting times, in line with departmental procedures and Trust Policies.
- Communicate with patients prior to their hospital visits to confirm mutually agreeable dates and times.
- Ensure patients receive timely reminders for their appointments, which may involve sending reminder letters or making phone calls up to seven days before their scheduled visit.
- Maintain departmental standards for notifying patients about their appointments.
- Provide a courteous and efficient point of contact for patients, both in person and over the phone.
- Treat each patient as an individual, ensuring their specific needs are met (e.g., providing appropriate support such as interpreting services).
- Process clinical correspondence following clinic visits within the designated timeframe.
- Deliver a welcoming and efficient service to help put patients at ease.
- Ensure that patients and visitors are well-informed and that messages are communicated promptly.
About Us
Our values shape our culture, guiding what we do and how we do it . It is essential that you understand and embody these values throughout your tenure with the Trust.
The individual in this role will:
- Prioritize patient needs
- Take pride in their work
- Show respect to others
- Strive for excellence
- Act with integrity
Our values and behaviors framework outlines what it means for each of us in the Trust to embody these principles. Further details can be found on our Trust careers pages and Intranet.
Detailed Job Description and Main Responsibilities
- Collaborate within a multi-disciplinary team to develop services in alignment with departmental plans and Trust corporate objectives.
- Undertake general administrative duties as required.
- Engage in departmental and personal development as necessary to adapt to changes within the department.
Perform any additional duties commensurate with the grade, necessary to ensure the smooth and efficient operation of the department.
Job Responsibilities
- Schedule patient follow-ups and referrals.
- Prepare clinics and arrange tests and appointments.
- Manage reception duties, including answering phone calls and addressing patient inquiries as the first point of contact.
- Conduct general office administration tasks such as scanning, filing, and handling mail.
For further details, please refer to the Job Description and Person Specification.
Person Specification
Qualifications/Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent.
Desirable
- IT qualification/training, such as the European Computer Driving Licence (ECDL).
- Customer service qualification/training.
Previous Experience
Essential
- Proven experience in an administrative role, demonstrating: 1. Competent data collection and quality management 2. Handling confidential documents and information.
- Experience in a customer-focused environment, showcasing the ability to manage difficult customers and challenging situations.
- Experience working both independently and as part of a team.
Desirable
- Familiarity with medical terminology.
- Experience in an administrative role within the NHS.
Skills/Knowledge/Abilities
Essential
- Excellent communication skills, with the ability to: (i) relate to a diverse group of professionals and the public (ii) communicate clearly in writing, face-to-face, and over the phone (iii) convey sensitive information appropriately (iv) provide non-clinical advice to patients in a sensitive and tactful manner.
- Strong organizational skills, with a proven ability to manage and prioritize workload effectively, working methodically, efficiently, and accurately to meet tight deadlines.
- Proficient IT skills, including experience with Microsoft Word, Excel, and Outlook.
Desirable
- Knowledge of key waiting time targets, including 18 weeks.
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