Referral & Scheduling Coordinator and Patient Access Coordinator

A Vacancy at Guy's and St Thomas' NHS Foundation Trust. 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. 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. Assessment Centre/Interview As part of the recruitment process, you will be required to attend a face-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. 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. For further information, please refer to the Job Description and Person Specification. 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: Caring - we put patients first We 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 excellence We 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 collaboratively We 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. 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 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 SMS 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). 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 your
access team.
• Using the work queues 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.
• Work flexibly to ensure the department operates effectively, including
working across any Trust site and across all specialty boundaries as required.
• Assist in investigating any complaints or incidents that arise in relation
appointments 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 workqueues are proactively managed in line with Patient
Access targets.
• Ensure that local and Trust policies are adhered to at all times.
• Ensure that all referrals received outside of the electronic system are
added 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 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.
• Undertake any general office responsibilities including collection and
distribution of 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.
• To provide general administration support as directed by management.
The post holder is required to follow Trust policies and procedures which are regularly updated