Patient Access Officer - London, United Kingdom - Guy's and St Thomas' NHS Foundation Trust

Guy's and St Thomas' NHS Foundation Trust

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Patient Access Team provide a robust and professional one stop scheduling administration facility for a defined group of clinical specialities.

Each Patient Access Team is developed around a specific speciality or group of co-related specialities to provide a high quality, service specific service for patients and clinical teams.

The key focus for the Patient Access Teams will be to:
Support and guide patients along all administrative aspects of their pathway through the hospital.

Develop and maintain strong relationships with speciality teams to ensure the specific needs of their patients are met.

Provide professional, welcoming and high quality services for patients whether that is at reception, through the call-centre, in writing, web-access, text messages and any other new technology.

Provide a call centre function between Monday-Friday, 8am-6pm on an allocated shift pattern.

We are excited to offer Band 3 Patient Access Officer roles within the Centralised Patient Access Team. The post will be 37.5 hours a week with rotating shift patterns between 8am-6pm Monday to Friday. Shifts rotate between 8am - 4pm and 10am to 6pm.

A good understanding of the 18 week patient pathway and previous hospital administration experience is essential.

Additional contact information

Organisational Values:

Our values help us to define and develop our culture, what we do and how
we do it. It is important that you understand and reflect these values
throughout your employment with the Trust.

The post holder will:

a. Put patients first
b. Take pride in what they do
c. Respect others
d. Strive to be the best
e. Act with integrity

Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action.

The framework can be found on our Trust careers pages and GTIntranet.

Responsibilities:

The duties and responsibilities listed below are representative of the Patient Access Coordinator role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.

Main Duties
Act as the first point of call for all patient access queries to the Trust.

On receipt of all new referral letters ensure that the vetting process has
been followed in line with departmental guidelines.

Be responsible for the scheduling of outpatient, elective admissions and all
associated 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.
This 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.

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 (ie:
appropriate support is in place for their appointment,
such as interpreting support).

Ongoing pathway management
Develop expertise in all aspects of the speciality pathways for your access
team.

Using the PML (Patient Management Listings) ensure that the booking of
all patients is line in with Trust and National waiting time targets and
escalate 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.

To 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 to 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
appointments or admissions for your speciality.

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 monitorin