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 £31,088 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 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 Assist with co-ordination of multi-disciplinary team meetings 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 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 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 Assist with co-ordination of multi-disciplinary team meetings 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 Person Specification Qualifications Essential Good general education with English and Maths to GCSE standard or equivalent Relevant NVQ 3 or evidence of equivalent experience e.g. Experience in administrative roles Experience Essential Proven experience of working in an administrative role Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations Desirable Experience of an administrative role within the NHS Knowledge of medical terminology Skills and Knowledge Essential Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel Ability to work as part of a team as well as using own initiative Excellent organisational skills and attention to detail Ability to handle confidential and sensitive information appropriately Person Specification Qualifications Essential Good general education with English and Maths to GCSE standard or equivalent Relevant NVQ 3 or evidence of equivalent experience e.g. Experience in administrative roles Experience Essential Proven experience of working in an administrative role Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations Desirable Experience of an administrative role within the NHS Knowledge of medical terminology Skills and Knowledge Essential Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel Ability to work as part of a team as well as using own initiative Excellent organisational skills and attention to detail Ability to handle confidential and sensitive information appropriately Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Guy's and St Thomas' NHS Foundation Trust Address Guy's Hospital London SE1 9RT Employer's website https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)