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Patient Access Coordinator

Reference number: SW-014341
  • Salary: £27,948 - £29,468 inc HCA
  • Job Type: Full-time
  • Employer: Guy’s and St Thomas’ Hospital – NHS
  • Location: London

**Support application sessions at Southwark Works to be confirmed in September**

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Detailed job description and main responsibilities

Please refer to the detailed job description attached. The Main duties of this role will be providing administrative support to the Ophthalmology department.

The successful candidate will work well as part of a team, be professional and personable at all times, able to multi-task as well as being able to work under pressure.

Person specification

Qualifications / Education
Essential criteria

  • Good general education with English and Maths to GCSE standard or equivalent

Desirable criteria

  • IT package qualification / training (Word, excel, outlook etc)
  • Customer service qualification / training

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

Desirable criteria

  • Knowledge of medical terminology

Essential criteria

  • Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
  • Proficient IT skills experience of using Microsoft Word, Excel and Outlook
  • Understanding of confidentiality and its application and maintenance in and out of the workplace.

Desirable criteria

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


Job 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.

Generic Clinical A&C Job Description:
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.

Key Relationships
The post holder will have regular contact with a wide range of clinical and managerial staff, administrative and clerical support staff at many levels and patients, relatives and external agencies.

Duties and Responsibilities

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.
  • 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).

To apply send your CV to Andreia at

Date posted: 31/08/2023

If you are a Southwark resident and would like help in applying for this job, or one that suits you, please register your interest below.

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