Patient Access Officer in London inLondon PUBLISHED WED 4 JUN 2025 Jump to job information section

An exciting opportunity has arisen to join the Vascular Surgery department as a Patient Access Officer at Guy's & St Thomas' (GSTT). We have recently integrated the Lewisham and Greenwich NHS Trust (LGT) Vascular Service into the GSTT Vascular Service. We are now looking for two dedicated, enthusiastic, and patient-focused individuals to support the seamless transition of services from LGT. This is a great opportunity to play a key role in a period of positive change and growth within our service.

The ideal candidates will have a good working knowledge of Trust IT systems and demonstrate the ability to work effectively both independently and as part of a team.

As members of the Vascular Surgery Administration Team, you will be responsible for booking outpatient clinics in line with the Trust's 18-week referral-to-treatment (RTT) pathway policy, managing email and telephone queries from patients and colleagues, and working closely with our large clinical team to deliver a high-quality, patient-centred service.

In addition to these responsibilities, you will play a vital role in ensuring patients receive a smooth and positive experience during their care with the Vascular Surgery service.

We welcome your application to join our dynamic and supportive team during this exciting transition.

The successful candidates for this role would be responsible for the smooth running of the Vascular Surgery outpatient pathways, processing referrals, booking clinic appointments and being the first point of call for a wide range of patients with varying needs.

You would be working with a large clinical team to help ensure that the most effective patient care is offered whilst working closely with line manager to ensure targets are delivered and duties carried out to a high standard.

About us

Main Duties

Act as the first point of call for all patient access queries to the department.

On receipt of all new referral letters ensure that they are processed in line with departmental guidelines.

Be responsible for the scheduling of outpatient appointments 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).

Regularly check clinics to ensure that scans or investigations for patients who are due are either booked or completed, taking action as necessary to support timely patient care.

Ongoing pathway management

Develop expertise in all aspects of the speciality pathways for your access team.

Using the EPIC WQ's to 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 line manager.

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.

Attend regular meetings with management

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 to appointments.

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.

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 dates are recorded accurately and in real time on the IT system.

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 urgent referrals are dealt with in line with agreed protocols.

Escalate any issues and breaches of the above standards to the manager in the first instance.