Referral & Scheduling Coordinator and Patient Access CoordinatorNHS

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.

Job description

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*

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.