Patient Access Co-ordinator

Guys and St Thomas NHS Foundation Trust; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider in Greater London is seeking a Patient Access Co-ordinator to serve as the first point of contact for patients and ensure efficient scheduling of appointments. This role demands excellent customer service skills and attention to detail, as you will manage patient queries and support clinical teams. The ideal candidate will be knowledgeable in outpatient/inpatient procedures and possess a strong commitment to patient care. This position involves working across multiple specialties to streamline patient access services.

Qualifications

• In-depth knowledge of outpatient and inpatient scheduling procedures.
• Ability to provide excellent customer service and patient care.
• Strong communication skills for patient interactions.

Responsibilities

• Act as the first point of call for all patient access queries to the Trust.
• Responsible for scheduling outpatient appointments and elective admissions.
• Ensure patients are reminded of their appointments.
• Provide a welcoming and efficient reception service.

Skills

Scheduling knowledge

Customer service

Communication skills

Attention to detail

Tools

EPIC System

Job description

Overview

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.

Depending on the requirements of the speciality, the post holder will need to cover the service on a rotation during operational hours, providing clinic reception cover, scheduling functions, general administrative support and telephone cover for their speciality. 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.

Responsibilities

• Act as the first point of call for all patient access queries to the Trust.
• Be responsible for the scheduling of outpatients appointments, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
• Ensure that patients are reminded of their appointments and that patients receive appropriate reminders in line with departmental protocols.
• 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 (e.g. appropriate support is in place for their appointment such as interpreting support).
• Provide a welcoming and efficient reception service and put patients at their ease.
• Respond to enquiries in a courteous and efficient manner.
• Ensure that all patient demographics 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 (EPIC) 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.

On‑Going Pathway Management

• Develop expertise in all aspects of the speciality pathways and the access team.
• Using the PML (Patient Management Listings) ensure that the booking of all patients is in line with Trust and National waiting time targets and escalation of any exceptions.
• Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.
• Responsible for the accurate input and maintenance of confidential data onto relevant Trust IT systems.
• Have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
• Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.
• In conjunction with Team Leaders review cancelled/suspended/deferred patients ensuring appropriate action is taken.
• Attend regular meetings with management and clinical teams to review booking horizons and ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
• Work flexibly to ensure the department operates effectively, including working across both acute hospital sites and across all specialty boundaries.
• Assist in investigating any complaints or incidents that arise in relation to appointments or admissions for your speciality.
• Ensure that any telephone, e‑mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
• Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.

Standards Monitoring

• Ensure telephone calls are answered within the agreed time and in line with the Trust greeting policy.
• Ensure that all patient demographics are checked and updated on all Trust systems.
• Ensure patient cancellations/changes are recorded appropriately on all relevant Trust systems.
• Ensure that any patient initiated pauses to appointment or admission dates are recorded accurately and in real time on EPIC.
• Ensure that the Patient Management List (PML) is proactively managed in line with Patient Access targets.
• Ensure local and Trust policies are adhered to at all times.
• Ensure that all clinics are ‘cashed up’ within 24 hours of the end of the clinic with all appropriate outcomes completed.
• Ensure that all waiting list requests are added to the waiting list within 2 working days of receipt of request.
• Ensure urgent referrals are dealt with in line with agreed protocols.
• Escalate any issues and breaches of the above standards to the Team Leader in the first instance.
• Support the Team Leader to investigate any breaches of the above standards.

Other Duties

• Work within a multi‑disciplinary team in developing the service in line with departmental plans and Trust corporate objectives.
• Undertake any general office responsibilities including collection and distribution of faxes and post, sorting of incoming post into departmental and priority order, date and receipt stamping of any post.
• Participate in department development as appropriate and participate in departmental meetings.
• Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the department.
• Undertake any training as required to complete the tasks associated with the job role.
• Ensure that all health records are appropriately tracked and securely stored whilst in the department according to the Health Records Policy.
• Provide general administration support as directed by management.

Orthopaedic Department

The orthopaedic department is rapidly growing into one of London’s largest orthopaedic services providing specialist tertiary interest in: Lower limb and Upper limb revision arthroplasty, surgery for young adult hip disorders, foot and ankle surgery, hand and wrist surgery, spinal surgery and patients with complex co‑morbidities such as haemophilia and sickle cell disease.

Our Values

• Caring – we put patients first
• Ambitious – we innovate and strive for excellence
• Inclusive – we respect each other and work collaboratively

Closing

This advert closes on Sunday 1 Feb 2026.