Patient Access Coordinator in Plastic Surgery Hand Trauma

Guys & St Thomas Hospital; London; On-site; GBP 29,000 - 32,000; Full time

Job summary

Join a dynamic team at a leading NHS foundation trust as a Patient Access Coordinator in the Hand Trauma Unit. This role offers an exciting opportunity to be the first point of contact for patients, ensuring a positive experience while managing outpatient scheduling. You will be responsible for liaising with patients, scheduling appointments, and providing essential support tailored to individual needs. If you are enthusiastic and motivated, this position is perfect for you. Contribute to a vital service in a supportive environment where your efforts will have a meaningful impact on patient care.

Qualifications

• Experience in a customer-focused environment handling difficult situations.
• Proficient in IT with Microsoft Office applications.

Responsibilities

• Act as the first point of contact for patient access queries.
• Schedule Hand Trauma appointments based on clinical urgency.
• Ensure patients are reminded of their appointments effectively.

Skills

IT Skills (Microsoft Word, Excel, Outlook)

Confidentiality Understanding

Knowledge of Waiting Times Targets

Knowledge of Clinical Systems

Education

Good general education (English and Maths to GCSE)

Relevant NVQ 3 or equivalent

Job description

Patient Access Coordinator in Plastic Surgery Hand Trauma

NHS AfC: Band 3

Main area: Centralised Outpatients
Grade: NHS AfC: Band 3
Contract: Permanent
Hours: Full time - 37.5 hours per week (Monday to Friday - 8-4pm, 9-5pm, 10-6pm shift rotation)
Job ref: 196-A&C716

Employer: Guy's and St Thomas' NHS Foundation Trust
Employer type: NHS
Site: St Thomas' Hospital
Town: London
Salary: £29,485 - £31,088 inc HCA
Salary period: Yearly
Closing: 18/02/2025 23:59

Job overview

This is an exciting opportunity for an enthusiastic and motivated individual to join the busy plastic surgery team based in the Hand Trauma Unit at St Thomas' Hospital and in Becket House.

The Patient Access Coordinator will be the first point of contact for patients and service users providing in-depth knowledge of outpatient and inpatient scheduling procedures for their specialty. The successful candidate must be able to provide a positive patient experience when patients arrive for clinic, prioritise competing demands for the service, and learn quickly to understand the complexity of the service.

Main duties of the job

Main Duties

• Act as the first point of call for all patient access queries to the Trust.
• Be responsible for the scheduling of Hand Trauma appointments 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 appointments, which may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance 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).

Person specification

Skills

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

Experience

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

Education

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