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Patient Access Officer | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 03 July 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £27,948 - £29,468 inc HCA |
| Hours: | Part time |
| Closing date: | 02 August 2024 |
| Location: | London, SE1 7NJ |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 6432243/196-AC448 |
Summary
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 posts will be 37.5 hours and 29 hours a week with rotating shift patterns between 8am-6pm Monday to Friday. Shifts rotate between 8am – 4pm and 10am to 6pm.
We are looking for dedicated and enthusiastic individuals with excellent attention to detail and customer service skills. Ability to prioritise own workload as well as good knowledge of waiting list management will also be needed while on this role. The successful candidate will join a large team of Access Officers and will be responsible for dealing with patient queries over the phone via our call centre, day-to-day Outpatient appointment scheduling and waiting list management for some specialties. S/he will be expected to liaise regularly with dedicated service(s) to ensure that patients are booked within agreed time frame and escalate any capacity issues to the respective service(s) for prompt resolution.
A good understanding of the 18 week patient pathway and previous hospital administration experience is essential.
Additional contact information
Ibrahim.Shitta@gstt.nhs.uk
Goncalo.PinhoDeSousa@gstt.nhs.uk
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 .
Duties and 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.
Ensure that the any telephone, e-mail or written queries are responded to
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 monitoring
Ensure telephone calls are answered within the agreed time and in line
with the Trust greeting policy.
Ensure that all patient demographics are checked and updated on all Trust
systems.
Ensure patient cancellations/changes are recorded appropriately on all
relevant Trust systems.
Ensure that any patient initiated pauses to appointment or admission dates
are recorded accurately and in real time on PIMS.
Ensure that Patient Management List (PML) is proactively managed in line
with Patient Access targets.
Ensure that local and Trust policies are adhered to at all times.
Ensure that all clinics are ‘cashed up’ within 24 hours of the end of the
clinic with all appropriate outcomes completed.
Ensure that all waiting list requests are added to the waiting list within 2
working days of receipt of request.
Ensure urgent referrals are dealt with in line with agreed protocols.
Ensure that any patient initiated pauses to appointment or admission dates
are recorded accurately and in real time on PIMS.
Escalate any issues and breaches of the above standards to the Team
Leader in the first instance.
Support the Team Leader to investigate any breaches of the above
standards.
Other
Work within a multi-disciplinary team in developing the service in line with
departmental plans and Trust corporate objectives.
Undertake any general office responsibilities including collection and
distribution of faxes and post, sorting of incoming post into departmental
and priority order, date and receipt stamping of any post.
Participate in department development as appropriate and participate in
departmental meetings.
Undertake any other duties commensurate to 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.
Ensure that all health records are appropriately tracked and securely
stored whilst in the department according to the Health Records Policy.
To provide general administration support as directed by management.
This advert closes on Sunday 21 Jul 2024