Patient Access Coordinator
Closed for applications on: 27-Jan-2026 12:00
Vacancy status: Closed
Closed for applications on: 27-Jan-2026 12:00
Key details
Location
- Site
- GUYS CANCER CENTE
- Address
- Great Maze Pond,
- Town
- London
- Postcode
- SE1 9RT
- Major / Minor Region
- London
Contract type & working pattern
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Shift rotation: Monday to Friday incl Bank Holidays between the hours of 08:00 - 18:00 and including Saturday’s, subject to service demand.)
Salary
- Salary
- £30,546 - £32,207 Per annum inc HCA
- Salary period
- Yearly
- Grade
- (NHS AfC: Band 3)
Specialty
- Main area
- Oncology Services - Chemotherapy
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.
Job overview
We are excited to offer Band 3 Patient Access Officer opportunities within Guy’s Cancer Centre, part of Guy's and St Thomas' NHS Foundation Trust.
We are offering an excellent opportunity for a motivated and organised individual to join Guy’s Cancer Centre, part of Guy's and St Thomas' NHS Foundation Trust.
This role is ideal for someone looking to develop their administrative experience within a busy oncology setting. You will be required to prioritise a high-volume workload, work effectively under pressure, and provide a professional, compassionate service to patients and carers.
Working closely with clinicians and multidisciplinary teams, you will support the smooth delivery of cancer services by covering reception areas, booking outpatient appointments, and managing calls within a busy call-centre environment. As a key point of contact, you will play an important role in ensuring patients experience a safe, efficient, and supportive pathway of care.
We are looking for someone who is highly organised, reliable, and committed to delivering excellent patient-centred care in line with Trust values.
Once fully trained and established in the role, there is an opportunity to work from home one day per week, subject to service needs and manager approval.
Please note due to high response rate we sometimes close adverts early and we advise you apply as early as possible.
Advert
We currently have two full-time posts (37.5 hours per week), working on a rotating shift pattern Monday to Friday between the hours of 08:00 - 18:00 (including Bank Holidays & occasional Saturday’s, subject to service demand). There is also an expectation for cross-site cover/working, between Guy’s Cancer Centre, Guys Hospital, and Guy’s Cancer Centre at Queen Mary’s Hospital Sidcup.
We are seeking dedicated and enthusiastic individuals with excellent attention to detail and strong customer service skills. You will need the ability to prioritise a busy workload, work effectively under pressure, and demonstrate a good understanding of the 18-week RTT pathway, particularly within a cancer services setting.
The successful candidates will join a large and supportive Patient Access team and will be responsible for:
- Responding to patient queries or concerns in an effective and professional manner.
- Booking, cancelling, and rescheduling outpatient appointments across cancer pathways
- Supporting day-to-day waiting list management for oncology and haematology services
- Liaising closely with clinicians and the wider multidisciplinary team to ensure patients are booked within agreed time frames
- Escalating capacity or pathway issues to Team Leaders to support timely resolution
A good understanding of the 18-week patient pathway and previous hospital administration experience are essential for this role.
Working for our organisation
Organisational Values:
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. Caring
b. Ambitious
c. 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 .
Detailed job description and main responsibilities
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.
Be responsible for the scheduling of outpatient 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 (i.e: appropriate support is in place for their appointment,
such as interpreting support).
Ongoing pathway management
Develop expertise in all aspects of the multiple sub-speciality pathways in the department.
Using the Waiting Lists, 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.
Work flexibly to ensure the department operates effectively, including
working across both acute hospital sites and across all speciality
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 time frame 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 EPIC
Ensure that Patient Waiting Lists are 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 urgent referrals/queries 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.
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.
Please see the job description attached for further details of the post and the main responsibilities.
Applicant requirements
Person specification
Qualifications and Education
Essential criteria
- Good general Education with English & Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience
Desirable criteria
- IT package qualification / training (Word, Excel, Outlook etc)
- Customer service qualification / training
Previous Experience
Essential criteria
- 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
- Experience of working both autonomously and in a team
Desirable criteria
- Experience of an administrative role within the NHS
- Knowledge of medical terminology
Skills and Knowledge
Essential criteria
- Excellent communication & organisational skills
- 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
- Use of Trust systems (EPIC, e-RS etc)
Further details / informal visits contact
- Name
- Nyomi Palmer
- Job title
- Assistant Service Manager
- Email address
- [email protected]
- Telephone number
- 07562 170118
- Additional information
For an informal discussion on the role please contact
Team Leads
Loretta Amponsah : [email protected]
Nana Quansah : [email protected]
No longer accepting applications
Sorry, this vacancy is no longer accepting applications.
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