Detailed job description and main responsibilities
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).

- Cover reception and Face to Face areas

Person specification

Qualifications/ Education
Essential criteria

• Good general education with English and Maths to GCSE standard or equivalent
• Relevant NVQ 3 or equivalent qualification or experience

Desirable criteria

• Customer service qualification / training

Previous experience
Essential criteria

• Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
• Experience of working both autonomously and in a team
• Proven experience of working in an administrative role demonstrating evidence of competent data collection and data quality
• Proven experience of working in an administrative role demonstrating evidence of working with confidential documents and information

Desirable criteria

• Knowledge of medical terminology
• Experience of an administrative role within the NHS

Skills/ Knowledge/ Abilities
Essential criteria

• Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
• Understanding of equal opportunities
• Understanding of confidentiality and its application and maintenance in and out of the workplace
• Proficient IT skills experience of using Microsoft Word, Excel and Outlook
• Excellent communication skills, with the ability to: (i) relate to a diverse group of professional staff and Public (ii) communicate clearly in writing, face to face and on the phone, (iii) convey sensitive information in an appropriate manner (iv) communicate non-clinical advice to patients in a sensitive and tactful manner

Desirable criteria

• Knowledge of the key waiting times targets including 18 weeks
• Knowledge of Trust hospital systems (i.e.: PIMS - Patient Information Management System)

Guy's and St Thomas'celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study's at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.

Your e-mail address is important to us -We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.

Please apply for this post by clicking "Apply Online Now."