Patient Access Co-ordinator | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 26 January 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £30,546 - £32,207 per annum inc HCA |
| Hours: | Full time |
| Closing date: | 25 February 2026 |
| Location: | London, SE1 9RT |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 7749862/196-AC1205 |
Summary
The Patient Access Co-ordinator 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 Co-ordinator 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 need to cover the service on a rotation during operational hours, 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 due to high response rate we sometimes close adverts early and we advise you apply as early as possible.
• Act as the first point of call for all patient access queries
• Be responsible for the scheduling of outpatients appointments, elective admissions and all associated appointments
• Ensure that patients are reminded of their appointments.
• Provide a 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
• Provide a welcoming and efficient reception service
• Respond to enquiries in a courteous and efficient manner.
• Ensure that all data is inputted accurately into the computerised hospital administration system (EPIC)
Ongoing pathway management
• Develop expertise in all aspects of the speciality pathways.
• Using the PTL to ensure that the booking of all patients is line in with Trust and National waiting time targets.
• Responsible for the accurate input and maintenance of confidential data
• Ensure regular, efficient validation of all waiting list data
• Work flexibly to ensure the department operates effectively
• Ensure that all patient demographics are checked and updated
• Ensure patient cancellations/changes are recorded
• Ensure that all clinics are ‘cashed up’
• Ensure urgent referrals are dealt with
• Undertake any general office responsibilities including collection and distribution of post and emails.
• To provide general administration support as directed by management.
The orthopaedic department is rapidly growing into one of London’s largest orthopaedic services providing specialist tertiary interest in: Lower limb and Upper limb revision arthroplasty, surgery for young adult hip disorders, foot and ankle surgery, hand and wrist surgery, spinal surgery and patients with complex co-morbidities such as haemophilia and sickle cell disease.
We are among the UK’s busiest, most successful foundation trusts. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. 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.
Our values
Our values help us to define and develop our culture, what we do and how we do it.
It is important that we all understand and reflect these values in our work. We are:
Caring – we put patients first
Ambitious – we innovate and strive for excellence
Inclusive – we respect each other and work collaboratively
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.
• Be responsible for the scheduling of , 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).
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 Trust patient management system as per the department protocols.
• Ensure that all data is inputted accurately into the computerised hospital administration system (EPIC) 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 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 EPIC.
• 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 EPIC.
• 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.
Please see the job description attached for further details of the post and the main responsibilities.
This advert closes on Sunday 1 Feb 2026