Assistant Patient Access Manager | Liverpool University Hospitals NHS Foundation Trust

Posting date:	10 June 2025
Salary:	Not specified
Additional salary information:	£37,338 - £44,962 per annum
Hours:	Full time
Closing date:	10 July 2025
Location:	Liverpool, L14 3LB
Company:	Liverpool University Hospitals NHS Foundation Trust
Job type:	Permanent
Job reference:	7269622/287-DSS-51-25-A

Summary

An exciting opportunity has arisen to join a well-established management team focussed on delivering exceptional performance standards and day to day services for outpatients.

With a proven track record in collaborative working, engagement, the successful candidate will be able to demonstrate strong operational knowledge and experience in managing day-to-day services. Including but not limited to knowledge of e-RS, RTT, PAS, HR management and outpatient operations.

We are looking for highly motivated applicants who understand the current operational challenges within the NHS and outpatients and have the ability to build strong working relationships to influence change and improve practices.

Previous applicants need not apply.

Please note that applications that appear to be AI generated will not be considered.

Responsible for supporting the senior team in the management of all patient access functions ensuring staff comply with all departmental policies and that content is maintained in line with national and local standards. The post holder will be responsible for the management and support of the Department, in its key tasks of clerical support to outpatient clinics; booking of patients; and achievement of outpatient targets.

Reliable accurate and up-to-date information is needed to support the decisions made for patient care, and the running of the Trust.

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.

We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women’s NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond.

For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Aintree University Hospitalis the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility.Broadgreen Hospitalis home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation.Liverpool Women’s Hospitalspecialises in the health of women and babies, delivering over 7,200 babies in the UK’s largest single site maternity hospital each year. TheRoyal Liverpool University Hospitalis the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.

For roles at Liverpool Women’s, visit theircareers page.
• Manage and support patient access service functions.
• Coordinate and be responsible for all out-patient initiatives.
• Keep up to date with the best practices associated with the management of E-Referral 18 week targets and Partial Booking.
• Provide advice, support and encouragement to all staff involved in the management of out-patient appointments and targets
• Ensure that all staff comply with all departmental policies and that content is maintained in line with local and national standards.
• Responsibility for PAS (Patient Administration System) in relation to
Outpatient booking, including testing, problem solving and reporting issues to the national service desk.
• Work closely with care Groups and Community Care Group staff to
continually improve the management of out-patient appointments and targets.
• Review and revise procedures relating to out-patient targets and 18 week pathway to effectively manage the risks.
• Authorise staff absence and overtime.
• Mentor and develop staff in the management of targets.
• Take responsibility for targets associated with out-patients.
• Deal with complaints in a timely and organised fashion.
• Hold regular and departmental meetings to identify and address issues.
• Assist directorates, specialities and clinicians to continually improve their management of out-patient targets.
• Undertake any training activity to ensure policies and procedures are understood, and to develop within the role as required.
• To become an expert user of the Patient Administration System (PAS) in relation to Patient access functions with a particular emphasis on outpatient functionality.
• Maintain computer skills including the use of Microsoft Office packages, email etc. that are relevant to the role.
• Carry out any work as allocated by Department Senior Managers and organise and distribute work to be carried out by Supervisors and Team Leaders.
• Inform Services Manager of any changes that will affect procedures within the department, suggest alternative ways of working, organise and implement trial of suggested procedure and advise senior manager of outcome of trial and implement across section if successful giving support and development to staff as appropriate. Meet with Consultants, Directorate Managers & Administrators and other key staff in order to discuss procedural changes and how that impacts upon them and their directorate in order to ensure effective working.
• Establish good working relationships with other directorate’s key personnel.
• Improve accuracy of information within trained knowledge and competency.
• Communicate internally and externally with colleagues, patients and the general public. This can involve communicating an in-depth knowledge of health records issues particularly pertaining to achievement of Outpatient Targets, implementation of new booking systems etc.
• Minimise risk in the use of sensitive information to ensure that the General Data Protection Regulations (GDPR) is adhered too.
• Respect differences in relation to equality and diversity ensuring colleagues’ and patients’ rights are not infringed.
• All staff are encouraged to make suggestions to improve the service, and to promote a ‘no blame’ culture.
• Assist individuals in Freedom of Information Requests as per Trust policy.
• Staff should be flexible in their approach to working hours.
• Ensure adequate sickness and holidays cover for team members and if appropriate organise Bank Holiday rotas and liaise with Senior Managers regarding this. Authorise Team Leader’s and Supervisors holidays ensuring maximum number of staff off is not exceeded. Liaise with Senior Managers to establish maximum number and any problems related to annual leave.
• Support the Team Leaders and Supervisors in ensuring that a rota is in place for answering the telephone and dealing with general enquiries into the department. Assist Team Leaders, Supervisors or staff by taking calls that are problematic or difficult for staff to deal with.
• Ensure Sickness and Absence policies followed monitor staff’s sickness records and perform ‘return to work’ interviews as required with staff and first level sickness counselling as required. Complete relevant documentation and advise staff of sickness procedures.
• Contribute to the recruitment and selection process for lower banded staff i.e. lead in interviews for clerks and team leaders. Identify any staffing issues to Senior Manager and negotiate with Senior Manager regarding best solutions to alleviate staffing issues.
• Appraise appropriate staff using the Staff Appraisal system used within the Trust. From the identified training needs of the staff member ensure that relevant and effective training is available for the staff member.
• Counsel staff on disciplinary issues i.e. repeated lateness and escalate to Senior Manager as appropriate or for more serious issues.
• Develop the knowledge and skills of Health Records Clerks, Team Leaders and Supervisors through training and advice in relation to the systems, software and processes used within the Patient Registration Section of Health Records. Deliver training on own area to Health Records Staff and other directorates as appropriate. Act as expert in relation to own area of work.
• Participate, contribute and lead in meetings to discuss improvements in area. These meetings may be chaired by a Senior Manager, however active leadership will be required.
• Attend meetings as directed by the Senior Manager as a representative of the Health Records Department. Prepare information required for meetings as requested e.g.: overbooking figures and reasons. Attend meetings on a weekly basis to discuss current outpatient target position and work with colleagues in the Access and Information Departments to ensure target achievement.
• Ensure Supervisors are liaising with Training Supervisor in ensuring that staff attend training sessions that have been organised. Discuss training needs of staff with Training Supervisor, and participate and contribute to training sessions held as appropriate.
• Ensure Supervisors are working with the Training Supervisor in setting up and participating in new staff’s induction into the department and ensure new staffs are allocated a ‘Buddy’. Complete appropriate paperwork regarding new staff performance and liaise closely with the Department Trainer and Supervisor regarding progress and any problems to ensure prompt action taken.
• Ensure close co-operation and communications between teams and
departments both within Patient Access Services, throughout the Trust and with Community care Groups.
• Lead with integrating changes and communicating with the whole team across professional boundaries in own area of work and throughout the department if required.
• Liaise with secretaries and members of other departments regarding a variety of issues e.g.: booking patients, referral letters etc.
• Ensure all equipment used in office is in working order and that adequate training has been provided for all staff that uses the equipment.
• Ensure that under-utilisation of resources is reported to the relevant Senior Manager and implement appropriate corrective measures as agreed with the Senior Manager.
• Organise the workload of supervisors within own area ensuring that work is produced in a timely fashion and that he/she has enough work to occupy him/her throughout the working day.
• Liaise with Associate General Managers (AGM), or nominated other in the setting up and running of additional clinics to ensure patients are seen within NHS Targets.
• Ensure that staff are appropriately equipped and trained to receive telephone calls from GP Practices asking for status updates on patients, check relevant information required and relay this back to the practice and if appropriate can liaise with Consultant/Secretary’s regarding status of patient.
• Ensure that all Patients are traced against the National Spine to validate patient information and obtain NHS number if not already present.
• Oversee and ensure that prompt registration of patients onto the PAS for outpatient referrals is carried out. If already prioritised ensure that the referral is processed as indicated i.e. contact patient to book urgent/Cancer appointment or add to outpatient booking list if routine and print out relevant patient letters.
• Ensure and oversee that the issuing of new casenote numbers and
preparation of new casenotes for new patients to the Trust is performed in accordance with the Trust Policy.
• Ensure that filing of referral letters into date/terminal digit order in relevant storage box (i.e. whilst patient is waiting for appointment date) is carried out in a timely manner.
• Ensure that patients are invited using the PAS in chronological order and book appointment as appropriate. This can be on any of the Trust’s Hospital sites. Monitor and discharge patients who do not respond and deal with them in accordance with the Trust and Departmental procedures.
• Liaise with colleagues in the Information Department regarding capacity usage and ensure full capacity used. Discuss any capacity with AGM’s/GM’s and facilitate the full usage of clinics/capacity as agreed with them.
• Ensure that the evening staff rota is in place and that adequate cover is available during holiday/sickness periods.
• Produce full details of clinics held including codes, booking rules on an ad hoc basis e.g. for review purposes.
• Ensure appropriate information forwarded to Associate General Managers (AGM’s) regarding impact of cancellations and reductions and produce other cancelled clinic information as required.
• Ensure template requests are dealt with in a timely manner and liaise with AGM’s regarding short notice cancellations and facilitate these requests as appropriate.


This advert closes on Tuesday 24 Jun 2025