Job summary
- Main area
- Urology
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 196-A&C901
- Employer
- Guy's and St Thomas' NHS Foundation Trust
- Employer type
- NHS
- Site
- Guy's Hospital
- Town
- London
- Salary
- £30,039 - £31,088 per annum inc HCA
- Salary period
- Yearly
- Closing
- 08/07/2025 23:59
Employer heading
Patient Access Co-ordinator
NHS AfC: Band 3
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
The Urology department at Guy's Hospital are looking to recruit 2x Outpatient Patient Access Co-ordinator and 2x Admissions Patient Access Co-ordinator.
The Patient Access Co-ordinator will be responsible for sitting reception, booking patient appointments/surgeries and answering phone calls within a call centre. The post-holder will be expected to work well within a fast-paced, multidisciplinary team.
The post holder is responsible for providing a high standard of professional and patient focused service to a range of Trust-wide specialties and will support the function on a day-to day operational basis.
Main duties of the job
The duties and responsibilities listed below are representative of the Patient Access Co-ordinator role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative and managerial duties and responsibilities commensurate with the level of the post, to support the smooth running of the department.
- Operational
- Communication
- Data collection and analysis
- Other:
- Undertake any administrative tasks commensurate with the grade required to support the delivery of high quality patient care.
- Actively participate in department development as appropriate and participate in departmental meetings
- Undertake any other duties commensurate with 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.
Working for our organisation
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:
-
Be Caring - We put patients first
-
Be Ambitious - We innovate and strive for excellence
-
Be Inclusive - We respect each other and work collaboratively
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 Intranet.
Detailed job description and main responsibilities
- Covering Reception Areas
- Answering Patient Queries
- Answering Telephone calls
- Booking Patient Appointments/Surgeries
- Managing inboxes
- Supporting the clinical/nursing team to ensure the smooth running of clinics
- Working with the management team to escalate any issues
Person specification
Qualifications/Education
Essential criteria
- Good general education with English and Maths to GCSE standard (Grade C or above) or equivalent
- Relevant NVQ 3 or equivalent qualification or experience
Desirable criteria
- IT package qualification / training such as the European Computer Driving Licence (ECDL)
- Customer service qualification / training
Skills
Essential criteria
- Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
Desirable criteria
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
Experience
Essential criteria
- Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
- Experience of working both autonomously and in a team
Desirable criteria
- Knowledge of medical terminology
- Experience of an administrative role within the NHS
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
- Min Hui Wu
- Job title
- Service Manager - Benign Urology
- Email address
- [email protected]
- Telephone number
- 020 7188 8888
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