About this role
Job summary
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.
Assessment Centre/Interview
As part of the recruitment process, you will be required to attend aface-to-face Assessment Centre and Interview. Please allow approximately 3 hours for the event.
The available dates are
- Wednesday 2 December 2026
- Friday 4 December 2026
Please ensure you are available for the full duration of the event when selecting your preferred date.
Due to the anticipated high level of interest in this opportunity, the vacancy may close earlier than advertised. We therefore encourage you to submit your application as soon as possible to avoid missing out.
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
If you are looking to develop your career within a dynamic and evolving service and want to make a meaningful contribution to patient care, we would love to hear from you.
For further information, please refer to the Job Description and Person Specification.
About us
Ourvalueshelp us to define and develop our culture,what we doandhow we do it. It is important that you understand andreflect these values throughout your employment with the Trust.
The post holder will be
Caring- we put patients firstWe provide patient and person-centred care. We care about others' needs and wellbeing. We listen. We are compassionate to ourselves and others. We reflect on our actions. We are respectful and welcoming.
Ambitious- we innovate and strive for excellenceWe innovate and strive for excellence. We act with integrity. We act on staff and patient feedback. We seek ways to improve the care and experience of others. We are efficient. We are committed to growth. We find new ways to deliver excellence.
Inclusive- we respect each other and work collaborativelyWe respect each other and work collaboratively. We act on diverse views. We put ourselves in 'others' shoes'. We are building an anti-racism organisation. We seek opportunities to collaborate. We show sensitivity towards diversity of culture.
Job description
Job responsibilities
Main Duties 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 associatedappointments according to clinical urgency and length of wait inaccordance with departmental procedures and Trust Policies. Liaise with patients prior to their hospital visit to ensure that a mutuallyconvenient date and time is agreed. Ensure that patients are appropriately reminded of their appointments.
This may include sending reminder SMS or contacting patients bytelephone, up to seven days before their visit to re-confirm attendance inline with departmental protocols. Ensure that departmental standards are met for patients receivingnotification or acknowledgement of their visit. Provide a courteous and efficient point of contact for patients both faceto face and over the telephone. Ensure that each patient is treated as an individual and their individualneeds are met (ie: appropriate support is in place for their appointment,such as interpreting support).
Preparing for the patient visit 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. Ensure that all data is inputted accurately into the computerised hospital administration system in a timely manner. Escalate any issues where appropriate to Team Leaders.
Ongoing pathway management Develop expertise in all aspects of the speciality pathways for youraccess team. Using the work queues ensure that the booking of all patients is line inwith Trust and National waiting time targets and escalate exceptions. Respond to patient queries or concerns in an effective and professionalmanner, 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 ofthe service to ensure full and effective utilisation of clinical capacity.
Ensure regular, efficient validation of all waiting list data in accordancewith Trust Policies. In conjunction with Team Leaders, review cancelled/suspended/deferredpatients ensuring appropriate action is taken. Attend regular meetings with management and clinical teams to reviewbooking horizons. Work flexibly to ensure the department operates effectively, includingworking across any Trust site and across all specialty boundaries asrequired. Assist in investigating any complaints or incidents that arise in relationappointments for your speciality.
Ensure that the any telephone, e-mail or written queries are respondedto within the appropriate timeframe and escalated if necessary. Develop and maintain relationships with all staff groups to ensure thepatient access teams function as effectively as possible. Standards monitoring Ensure telephone calls are answered within the agreed time and in linewith the Trust greeting policy. Ensure that all patient demographics are checked and updated on allTrust systems. Ensure patient cancellations/changes are recorded appropriately on allrelevant Trust systems.
Ensure that workqueues are proactively managed in line with PatientAccess targets. Ensure that local and Trust policies are adhered to at all times. Ensure that all referrals received outside of the electronic system areadded to the waiting list within 2 working days of receipt of request. Ensure urgent referrals are dealt with in line with agreed protocols. Ensure that any patient or hospital initiated cancellations to appointment dates are recorded accurately and in real time on PAS. Escalate any issues and breaches of the above standards to the TeamLeader in the first instance. Support the Team Leader to investigate any breaches of the abovestandards.
Other Work within a multi-disciplinary team in developing the service in line withdepartmental plans and Trust corporate objectives. Undertake any general office responsibilities including collection anddistribution of post, sorting of incoming post into departmental andpriority 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 toensure the smooth and efficient running of the department. Undertake any training as required to complete the tasks associated with the job role. To provide general administration support as directed by management.
The post holder is required to follow Trust policies and procedures which are regularly updated
refer to attached job description for additional details
Person Specification
Qualifications/ Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent Relevant NVQ 3 or equivalent qualification or experience
- Relevant NVQ 3 or equivalent qualification or experience
Desirable
- Customer service qualification / training
- IT package qualification / training such as the European Computer Driving Licence (ECDL)
Previous experience
Essential
- 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:
- 1. competent data collection and data quality
- 2. working with confidential documents and information
Desirable
- Knowledge of medical terminology
- Experience of an administrative role within the NHS
Skills/ Knowledge/ Abilities
Essential
- 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
- 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
- Ability to work on own initiative and with minimal supervision
- Ability to work within a team and develop good working relationships with colleagues at all levels
- Understanding of confidentiality and its application and maintenance in and out of the workplace. Understanding of equal opportunities
Desirable
- Knowledge of the key waiting times targets including 18 weeks
- Knowledge of clinical systems
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 and St Thomas' Hospital Trust
Education Centre, York Road
London
SE1 7NJ
United Kingdom
Employer's website
https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)