Referral & Scheduling Coordinator and Patient Access Coordinator

Employer information

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

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.

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.

For further information, please refer to the Job Description and Person Specification.

Working for our organisation

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.

Person specification

Qualifications/ Education

Essential criteria

• 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 criteria

• Customer service qualification / training
• IT package qualification / training such as the European Computer Driving Licence (ECDL)

Previous experience

Essential criteria

• 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 criteria

• Knowledge of medical terminology
• Experience of an administrative role within the NHS

Skills/ Knowledge/ Abilities

Essential criteria

• 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 criteria

• Knowledge of the key waiting times targets including 18 weeks
• Knowledge of clinical systems

Additional employer information

Guy's and St Thomas' celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study's at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity, gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.

Flexible working

We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual's personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process.

Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on the UK Government website.

Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.

Please apply for this post by clicking "Apply Online Now."

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Patient Access Coordinator (PDF, 184.4KB)
• B3 Admin FRF (PDF, 152.7KB)
• Referral and Scheduling Coordinator (PDF, 168.4KB)