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Patient Access Officer | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 19 July 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £27,948 - £29,468 inc. of HCAs |
| Hours: | Full time |
| Closing date: | 18 August 2024 |
| Location: | London, SE1 9RT |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 6483142/196-AC485 |
Summary
We have an exciting opportunity for someone to join the Breast Unit Admin team till March 31st 2025. The Patient Access Officer will be the first point of contact for patients and service users providing an in-depth knowledge of outpatient and inpatient scheduling procedures for their speciality.
The Patient Access Officer will liaise closely with the clinical team and speciality management teams to ensure patients receive timely and appropriate appointments according to their care pathway.
Depending on the requirements of the speciality, the post holder will be required to rotate within the team, providing clinic reception cover, scheduling functions, general administrative support and telephone cover for their speciality. This will ensure that, at every contact with the Trust, patients are able to speak to staff who understand their scheduling needs and that clinical teams are always supported by knowledgeable administrative staff.
Please Note: Vacancy may close early due to high numbers of applications
• Act as the first point of call for all patient access queries to the Trust.
• 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 visit to ensure that a mutually convenient date and time is agreed.
• 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 (i.e. appropriate support is in place for their appointment, such as interpreting support).
• Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.
• Ensure that local and Trust policies are adhered to at all times.
• To provide general administration support as directed by management.
Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
We have a long tradition of clinical and scientific achievement and – as part of King’s Health Partners – we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities.
We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.
The duties and responsibilities listed below are representative of the Patient Access Officer 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 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 (i.e. appropriate support is in place for their appointment, such as interpreting support).
During the patient visit
• Provide a welcoming and efficient reception service and to put patients at their ease.
• Ensure that patients and visitors are well informed and that messages are communicated promptly.
• Respond to enquiries in a courteous and efficient manner.
• Ensure all patients’ demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
• Administer the clinic using the clinical system as per the department protocols.
• Ensure that all data is inputted accurately into the clinical system in a timely manner.
• Liaise with the medical, nursing and allied health professional staff to ensure the smooth running of the clerical function within the clinics.
• Escalate any issues where appropriate to Team Leaders.
Ongoing pathway management
• Develop expertise in all aspects of the speciality pathways for your access team.
• Using the appropriate booking systems 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 as per theatre policies.
• Work flexibly to ensure the department operates effectively, including working across 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 the clinical system.
• 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 two working days of receipt of request.
• Ensure urgent referrals are dealt with in line with agreed protocols.
• 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.
• Assist with co-ordination of multi-disciplinary team meetings.
• 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 Tuesday 30 Jul 2024