Job summary
- Main area
- Administration
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Part time - 22.5 hours per week (main hours 09:00-17:00 and rotations, 07:30-15:30, 12:00-20:00.)
- Job ref
- 196-A&C853
- Employer
- Guy's and St Thomas' NHS Foundation Trust
- Employer type
- NHS
- Site
- Royal Brompton Hospital
- Town
- London
- Salary
- £31,944 - £34,937 per annum
- Salary period
- Yearly
- Closing
- 26/05/2025 23:59
Employer heading
Patient Pathway Coordinator - Diagnostic Centre
NHS AfC: Band 4
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.
Job overview
To work as part of the Diagnostic Centre admin team in the scheduling of appointments for both NHS and private patients for a wide range of diagnostic tests in accordance with waiting time guidelines.
To communicate directly with patients and members of staff at all levels.
To ensure accuracy of data and records and that confidentiality is maintained at all times.
To provide efficient and accurate administrative and clerical support to the clinical teams, with the effect that a quality service is maintained within the centre.
To maintain good working relationships with internal and external departments, dealing with all queries in a professional manner.
To abide by the Trust’s core behaviours for staff and all other Trust policies including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices and health and safety policies.
Please Note: Vacancy may close early due to high numbers of applications
Main duties of the job
Patient/customer care (both direct and indirect)
• To cross cover receptions and Diagnostic Centre areas.
• Greeting patients arriving for examinations, completing a three-point check and providing appropriate paperwork for their appointment. Ensuring a high standard of customer service to all patients and visitors at all times
• To accurately co-ordinate and schedule appointments on our hospital systems ensuring to validate administrative pathways as required.
• To monitor, update and reschedule DNA appointments daily.
• To register new patients when necessary and assist with the transfer of images to and from outside organisations.
• To provide administrative support as required to the diagnostic centre teams.
• To check waiting areas are clean and tidy and maintain a safe, pleasant environment for patients/visitors.
• To assist private patients making payments when required and to receive and send relevant documentation/forms.
• To prepare appointment lists, ensuring that all the appropriate paperwork is available.
• To assist radiographers and consultants with administrative matters when required.
• To assist with recording and collating data on a range of subjects within the department (e.g. waiting time audits).
• To check waiting areas are clean and tidy maintaining a safe and pleasant environment for patients, visitors.
• Any other duties that may become necessary following discussion with departmental managers.
Working for our organisation
Trust mission
To be the leading national and international centre for the diagnosis, treatment and care of patients with heart and lung disease, creating and disseminating knowledge through research and education.
Detailed job description and main responsibilities
Patient/customer care (both direct and indirect)
• To cross cover receptions and Diagnostic Centre areas.
• Greeting patients arriving for examinations, completing a three-point check with patients and providing them with appropriate
paperwork for their appointment. Ensuring a high standard of customer service to all patients and visitors at all times
• To accurately co-ordinate and schedule appointments on our hospital systems ensuring to validate administrative pathways as required.
• To monitor, update and reschedule DNA appointments daily.
• To register new patients when necessary and assist with the transfer of images to and from outside organisations.
• To provide administrative support as required to the diagnostic centre teams.
• To check waiting areas are clean and tidy and maintain a safe, pleasant environment for patients/visitors.
• To assist private patients making payments when required and to receive and send relevant documentation/forms.
• To prepare appointment lists, ensuring that all the appropriate paperwork is available.
• To assist radiographers and consultants with administrative matters when required.
• To assist with recording and collating data on a range of subjects within the department (e.g. waiting time audits).
• To check waiting areas are clean and tidy maintaining a safe and pleasant environment for patients, visitors.
• Any other duties that may become necessary following discussion with departmental managers.
Policy Development
• To be familiar with all Trust and Directorate policies and to abide by them.
Communication
• To liaise with wards, other departments, internal and external clinical teams and GPs.
• Manage inbound phone calls and email communication.
• To deal courteously, efficiently, competently, and confidentially with all enquiries, assessing priorities and initiating action as required.
• To attend relevant scheduling meetings and complete related actions.
• To be aware of the department’s aims and research capabilities, so patients can receive appropriate information.
• To respect the privacy and dignity of patients whilst carrying out duties.
• To send letters/reports to referring hospitals/GPs.
• To be responsible for sending and collecting departmental post.
• To participate fully as a team member, sharing knowledge and information and supporting colleagues to promote a cohesive team and the achievement of team objectives as required.
Service Development
• To contribute ideas to help improve quality of patient care.
• Participate in relevant audit and quality improvement initiatives/data collection.
• To undertake and attend mandatory training and any other training deemed necessary by the departmental managers.
• To undertake relevant training for IT systems in place and under development.
Resource Management
• To ensure stock levels of essential resources such as stationery, patient forms, etc are maintained.
• To ensure office and reception areas are user friendly and kept organised.
• To adhere to departmental and directorate procedures for the use of supplies and equipment to promote the effective and efficient use of resources in a timely and organised fashion.
• To be able to prioritise and organise workloads in order to meet set deadlines and targets.
Information management
• To use a range of Microsoft Office, Intranet and Hospital IT systems to enable efficient working.
• Maintain and update the computerised scheduling system and other IT systems, ensuring arrival/seen/non-attenders and cancellations are accurately updated.
• To be responsible for the accurate input of patient data, processing the radiology results and other relevant information into the Hospital Information Systems and patient case notes.
• To have an active email account that can be used to convey and receive information to relevant colleagues.
• Participate in the collection of audit and research data.
Person specification
Qualifications
Essential criteria
- Educated to a GCSE level or equivalent, with English and Maths.
- Fluency in English; written and verbal.
- ECDL or equivalent experience with Microsoft office computer packages.
Desirable criteria
- Experience with database software.
- Level 2 (or higher) qualification in Customer Service.
Experience & Knowledge
Essential criteria
- Previous experience in an administrative role within the NHS or private healthcare setting.
- Experience with electronic booking systems.
- Understanding of NHS waiting time targets
Desirable criteria
- Experience of working within diagnostics or an Imaging department.
- Experience of working with EPIC.
Skills & Abilities
Essential criteria
- Ability to communicate effectively both orally and in writing.
- Ability to balance competing priorities within a fluctuating and demanding workload.
- Excellent interpersonal skills including an excellent telephone manner.
- Detail focus with ability to accurately complete routine and repetitive tasks.
Personal Qualities
Essential criteria
- Punctual and conscientious.
- Calm under pressure.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Nuria Sales Sanchez
- Job title
- Assistant Service Manager - Diagnostic Centre
- Email address
- [email protected]
- Telephone number
- 0207 351 8802
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