Description
An exciting opportunity has arisen within our newly established Centralised Referral Management and Scheduling Team for various Referral & Scheduling Co-ordinator and Patient Access Coordinator positions.
We are looking for enthusiastic, motivated, and innovative individuals who are passionate about delivering excellent patient care and customer service. Working as part of a supportive and forward-thinking team, you will play a key role in ensuring patients receive timely access to services while contributing to the delivery of high-quality administrative and scheduling functions across the organisation.
This is an excellent opportunity to join a newly developed team at the forefront of service transformation, helping to shape and embed new ways of working that improve the experience of both patients and staff.
Main duties of the job
The Referral & Scheduling Co-ordinator and the Patient Access Coordinator are key members of the Admin& Clerical Team, providing high-quality, patient-centred service and acting as a first point of contact for patients, carers, and healthcare professionals.
Working across multiple specialties, you will manage referrals, schedule appointments, and liaise with clinical and operational teams to ensure patients receive timely access to care in line with agreed pathways and service standards.
Key duties include customer service, call handling, referral management, appointment scheduling, and resolving patient and stakeholder enquiries within a busy and dynamic environment.
Flexible working
Following successful completion of training and demonstration of competency across the services supported by the team, there will be an opportunity to work from home for up to one day per week, subject to service requirements and operational demands.
Contract and Hours
- Permanent, full-time position
- 37.5 hours per week
- Monday to Friday, 9:00am to 5:00pm
- Excluding Bank Holidays
Job responsibilities
- Act as the first point of call for all patient access queries to the Trust.
- Ensure that the vetting process for referrals has been followed in line with trust and departmental guidelines.
- Be responsible for the scheduling of first outpatient, 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.
- 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.
- Prepare for the patient visit by ensuring 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.
- Ensure that all data is inputted accurately into the computerized hospital administration system in a timely manner.
- Escalate any issues where appropriate to Team Leaders.
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 workqueues are proactively managed in line with Patient Access targets.
Benefits
- Competitive salary: £31,554 to £33,270 per annum
- Permanent, full-time position
- Opportunity for flexible working
Requirements
- Good general education with English and Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience
- Experience of working in a customer-focused environment
- Excellent communication skills
- Excellent organisational skills
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