Opportunity to make a positive impact on patient experiences as the first point of contact.
Permanent, full-time position (37.5 hours/week) offering job security.
Competitive salary range of £29,485 to £31,088 per year under the NHS pay scheme.
Engagement with a diverse patient cohort, enhancing communication and interpersonal skills.
Ability to work within a supportive team environment at a renowned healthcare institution.
Development of expertise in managing patient access pathways, contributing to professional growth.
Commitment to Trust values (Caring, Ambitious, Inclusive) promotes a supportive workplace culture.
Join our incredible team at Guy's and St Thomas' NHS Foundation Trust as a Patient Access Coordinator in the Dental Services department! This permanent, full-time role (37.5 hours per week) is a fantastic opportunity for compassionate individuals, especially women and those with a background in care, to make a real difference in patient journeys. You'll be the welcoming face at our reception desk, the first point of contact for patients, ensuring they feel supported and cared for during their visits.
In this dynamic position, you'll manage appointment scheduling, liaise with clinical staff, and ensure patients receive timely reminders for their visits. Your role will be crucial in maintaining smooth operations, allowing our talented healthcare professionals to focus on delivering exceptional care. If you have a knack for communication, a heart for helping others, and the ability to navigate a busy environment, we want to hear from you. Join us in creating a positive and inclusive space where every patient feels valued and understood!
In this dynamic position, you'll manage appointment scheduling, liaise with clinical staff, and ensure patients receive timely reminders for their visits. Your role will be crucial in maintaining smooth operations, allowing our talented healthcare professionals to focus on delivering exceptional care. If you have a knack for communication, a heart for helping others, and the ability to navigate a busy environment, we want to hear from you. Join us in creating a positive and inclusive space where every patient feels valued and understood!
Opportunity to make a positive impact on patient experiences as the first point of contact.
Permanent, full-time position (37.5 hours/week) offering job security.
Competitive salary range of £29,485 to £31,088 per year under the NHS pay scheme.
Engagement with a diverse patient cohort, enhancing communication and interpersonal skills.
Ability to work within a supportive team environment at a renowned healthcare institution.
Development of expertise in managing patient access pathways, contributing to professional growth.
Commitment to Trust values (Caring, Ambitious, Inclusive) promotes a supportive workplace culture.
Job Summary
An exciting opportunity has arisen within Dental Services in Sedation and Special Care Dentistry for a Band 3 Patient Access Coordinator. This is a permanent position for (37.5 hours / 5 days a week)based at Guy's Hospital.
Sedation and Special Care Dentistry is a busy, mixed outpatient and admissions service, meeting the needs of a complex and unique patient cohort.
The Patient Access Coordinator will work on the reception desk as the first point of contact for patients and service users. You will provide excellent customer service and show willingness and initiative to deal with enquiries. The Patient Access Coordinator will be expected schedule appointments, manage all the bookings on the day, including cashing up and chasing missing outcomes, and liaise with clinical staff to ensure the smooth running of the day-to-day.
Main duties of the job
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)
About Us
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:a. Caringb. Ambitiousc. Inclusive
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 .
Date posted
24 March 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£29,485 to £31,a year PA include HCA
Contract
Permanent
Working pattern
Full-time
Reference number
196-A&C797
Job locations
Guy's Hospital
London
SE1 9RT
Job Description
Job responsibilities
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 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 seven days prior to this list taking place
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
An exciting opportunity has arisen within Dental Services in Sedation and Special Care Dentistry for a Band 3 Patient Access Coordinator. This is a permanent position for (37.5 hours / 5 days a week)based at Guy's Hospital.
Sedation and Special Care Dentistry is a busy, mixed outpatient and admissions service, meeting the needs of a complex and unique patient cohort.
The Patient Access Coordinator will work on the reception desk as the first point of contact for patients and service users. You will provide excellent customer service and show willingness and initiative to deal with enquiries. The Patient Access Coordinator will be expected schedule appointments, manage all the bookings on the day, including cashing up and chasing missing outcomes, and liaise with clinical staff to ensure the smooth running of the day-to-day.
Main duties of the job
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)
About Us
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:a. Caringb. Ambitiousc. Inclusive
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 .
Date posted
24 March 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£29,485 to £31,a year PA include HCA
Contract
Permanent
Working pattern
Full-time
Reference number
196-A&C797
Job locations
Guy's Hospital
London
SE1 9RT
Job Description
Job responsibilities
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 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 seven days prior to this list taking place
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
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