Patient Access Coordinator in Plastic Surgery

NHS; Greater London; On-site; GBP 30,000 - 33,000; Full time

Job summary

A major healthcare provider in the UK seeks a Patient Access Coordinator to oversee patient access and scheduling within their plastic surgery department. Candidates must possess proficient IT skills, and a background in customer service, preferably within the NHS. The role includes liaison with patients, scheduling surgeries, and ensuring excellent communication in a busy environment. This position emphasizes providing a positive patient experience and managing sensitive situations efficiently.

Qualifications

• Experience in a customer focused environment, handle difficult situations adeptly.
• Administrative role experience within NHS is a plus.
• Familiarity with medical terminology is desirable.

Responsibilities

• Act as the first point of contact for patient access queries.
• Schedule surgery dates according to clinical urgency.
• Ensure patients are reminded of their surgery date.
• Provide courteous assistance to patients in-person and over the phone.

Skills

Proficient IT skills

Understanding of confidentiality

Knowledge of clinical systems

Education

Good general education (GCSE) including English and Maths

Relevant NVQ 3 or equivalent

Customer service qualification/training

Job description

Job Summary

This is an exciting opportunity for an enthusiastic and motivated individual to join the busy Plastic Surgery team based at St Thomas' Hospital.

This vacancy is for admissions on a 8am - 5pm shift rotation basis.

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 services; dealing with cancer, trauma and elective services.

The Patient Access Coordinator 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 specialty. The successful candidate must therefore be able to provide a positive patient experience when the patients arrive for clinic, prioritise competing demands for the service and be able to learn quickly to understand the complexity of the service.

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 our team we would love to hear from you.

For further details/informal visits contact: [e-mail] - Assistant Service Manager

Please note due to high response rate we sometimes close adverts early and we advise you to apply as early as possible.

Main Duties

• Act as the first point of call for all patient access queries to the Trust.
• Be responsible for the scheduling of surgery dates 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 surgery date, including 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 (e.g., appropriate support is in place for their appointment, such as interpreting support).

Person Specification

Skills (Essential)

• Proficient IT skills, experience of using Microsoft Word, Excel and Outlook.
• Understanding of confidentiality and its application and maintenance in and out of the workplace.

Skills (Desirable)

• Knowledge of clinical systems.
• Knowledge of the key waiting times targets including 18 weeks.

Experience (Essential)

• Experience of working in a customer focused environment demonstrating the ability to deal with difficult customers and challenging situations.

Experience (Desirable)

• Experience of an administrative role within the NHS.
• Knowledge of medical terminology.

Education (Essential)

• Good general education with English and Maths to GCSE standard or equivalent.
• Relevant NVQ 3 or equivalent qualification or experience.

Education (Desirable)

• Customer service qualification / training.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here: Criminal records checks for overseas applicants.

Employer details

Guy's and St Thomas' NHS Foundation Trust

St Thomas' Hospital

Great Maze Pond

London

SE1 9RT

Employment Information

Band 3, £30,546 to £32,207 a year per annum inc HCA, Fixed term 6 months, Full-time, Reference number 196-A&C1173, Job locations: St Thomas' Hospital, Great Maze Pond, London, SE1 9RT.