Job 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.
Main duties of the job
Responsible for supporting the senior team in the management of all patient access functions ensuring staff comply with all departmental policies and that content ismaintained in line with national and local standards. The post holder will beresponsible for the management and support of the Department, in its key tasks ofclerical support to outpatient clinics; booking of patients; and achievement ofoutpatient targets.
Reliable accurate and up-to-date information is needed to support the decisions made for patient care, and the running of the Trust.
About us
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 Hospital is 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 Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is 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 their careers page.
Job description
Job responsibilities
- 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 ofE-Referral 18 week targets and Partial Booking.
- Provide advice, support and encouragement to all staff involved in themanagement of out-patient appointments and targets
- Ensure that all staff comply with all departmental policies and that content ismaintained in line with local and national standards.
- Responsibility for PAS (Patient Administration System) in relation toOutpatient booking, including testing, problem solving and reporting issues tothe national service desk.
- Work closely with care Groups and Community Care Group staff tocontinually improve the management of out-patient appointments and targets.
- Review and revise procedures relating to out-patient targets and 18 weekpathway 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 theirmanagement of out-patient targets.
- Undertake any training activity to ensure policies and procedures areunderstood, and to develop within the role as required.
- To become an expert user of the Patient Administration System (PAS) inrelation to Patient access functions with a particular emphasis on outpatientfunctionality.
- 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 andorganise and distribute work to be carried out by Supervisors and TeamLeaders.
- Inform Services Manager of any changes that will affect procedures within thedepartment, suggest alternative ways of working, organise and implementtrial of suggested procedure and advise senior manager of outcome of trialand implement across section if successful giving support and developmentto staff as appropriate. Meet with Consultants, Directorate Managers &Administrators and other key staff in order to discuss procedural changes andhow that impacts upon them and their directorate in order to ensure effectiveworking.
- Establish good working relationships with other directorates key personnel.
- Improve accuracy of information within trained knowledge and competency.
- Communicate internally and externally with colleagues, patients and thegeneral public. This can involve communicating an in-depth knowledge ofhealth records issues particularly pertaining to achievement of OutpatientTargets, implementation of new booking systems etc.
- Minimise risk in the use of sensitive information to ensure that the GeneralData Protection Regulations (GDPR) is adhered too.
- Respect differences in relation to equality and diversity ensuring colleaguesand patients rights are not infringed.
- All staff are encouraged to make suggestions to improve the service, and topromote 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 ifappropriate organise Bank Holiday rotas and liaise with Senior Managersregarding this. Authorise Team Leaders and Supervisors holidays ensuringmaximum number of staff off is not exceeded. Liaise with Senior Managers toestablish maximum number and any problems related to annual leave.
- Support the Team Leaders and Supervisors in ensuring that a rota is in placefor answering the telephone and dealing with general enquiries into thedepartment. Assist Team Leaders, Supervisors or staff by taking calls thatare problematic or difficult for staff to deal with.
- Ensure Sickness and Absence policies followed monitor staffs sicknessrecords and perform return to work interviews as required with staff and firstlevel sickness counselling as required. Complete relevant documentation andadvise 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 toSenior Manager and negotiate with Senior Manager regarding best solutionsto alleviate staffing issues.
- Appraise appropriate staff using the Staff Appraisal system used within theTrust. From the identified training needs of the staff member ensure thatrelevant and effective training is available for the staff member.
- Counsel staff on disciplinary issues i.e. repeated lateness and escalate toSenior Manager as appropriate or for more serious issues.
- Develop the knowledge and skills of Health Records Clerks, Team Leadersand Supervisors through training and advice in relation to the systems,software and processes used within the Patient Registration Section of HealthRecords. Deliver training on own area to Health Records Staff and otherdirectorates 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 activeleadership will be required.
- Attend meetings as directed by the Senior Manager as a representative of theHealth Records Department. Prepare information required for meetings asrequested e.g.: overbooking figures and reasons. Attend meetings on aweekly basis to discuss current outpatient target position and work withcolleagues in the Access and Information Departments to ensure targetachievement.
- Ensure Supervisors are liaising with Training Supervisor in ensuring that staffattend training sessions that have been organised. Discuss training needs ofstaff with Training Supervisor, and participate and contribute to trainingsessions held as appropriate.
- Ensure Supervisors are working with the Training Supervisor in setting up andparticipating in new staffs induction into the department and ensure newstaffs are allocated a Buddy. Complete appropriate paperwork regardingnew staff performance and liaise closely with the Department Trainer andSupervisor regarding progress and any problems to ensure prompt actiontaken.
- Ensure close co-operation and communications between teams anddepartments both within Patient Access Services, throughout the Trust andwith Community care Groups.
- Lead with integrating changes and communicating with the whole teamacross professional boundaries in own area of work and throughout thedepartment if required.
- Liaise with secretaries and members of other departments regarding a varietyof issues e.g.: booking patients, referral letters etc.
- Ensure all equipment used in office is in working order and that adequatetraining has been provided for all staff that uses the equipment.
- Ensure that under-utilisation of resources is reported to the relevant SeniorManager and implement appropriate corrective measures as agreed with theSenior Manager.
- Organise the workload of supervisors within own area ensuring that work isproduced in a timely fashion and that he/she has enough work to occupyhim/her throughout the working day.
- Liaise with Associate General Managers (AGM), or nominated other in thesetting up and running of additional clinics to ensure patients are seen withinNHS Targets.
- Ensure that staff are appropriately equipped and trained to receive telephonecalls from GP Practices asking for status updates on patients, check relevantinformation required and relay this back to the practice and if appropriate canliaise with Consultant/Secretarys regarding status of patient.
- Ensure that all Patients are traced against the National Spine to validatepatient information and obtain NHS number if not already present.
- Oversee and ensure that prompt registration of patients onto the PAS foroutpatient referrals is carried out. If already prioritised ensure that the referralis processed as indicated i.e. contact patient to book urgent/Cancerappointment or add to outpatient booking list if routine and print out relevantpatient letters.
- Ensure and oversee that the issuing of new casenote numbers andpreparation of new casenotes for new patients to the Trust is performed inaccordance with the Trust Policy.
- Ensure that filing of referral letters into date/terminal digit order in relevantstorage box (i.e. whilst patient is waiting for appointment date) is carried out ina timely manner.
- Ensure that patients are invited using the PAS in chronological order andbook appointment as appropriate. This can be on any of the Trusts Hospitalsites. Monitor and discharge patients who do not respond and deal with themin accordance with the Trust and Departmental procedures.
- Liaise with colleagues in the Information Department regarding capacityusage and ensure full capacity used. Discuss any capacity with AGMs/GMsand facilitate the full usage of clinics/capacity as agreed with them.
- Ensure that the evening staff rota is in place and that adequate cover isavailable during holiday/sickness periods.
- Produce full details of clinics held including codes, booking rules on an ad hocbasis e.g. for review purposes.
- Ensure appropriate information forwarded to Associate General Managers(AGMs) regarding impact of cancellations and reductions and produce othercancelled clinic information as required.
- Ensure template requests are dealt with in a timely manner and liaise withAGMs regarding short notice cancellations and facilitate these requests as appropriate.
Job description
Job responsibilities
- 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 ofE-Referral 18 week targets and Partial Booking.
- Provide advice, support and encouragement to all staff involved in themanagement of out-patient appointments and targets
- Ensure that all staff comply with all departmental policies and that content ismaintained in line with local and national standards.
- Responsibility for PAS (Patient Administration System) in relation toOutpatient booking, including testing, problem solving and reporting issues tothe national service desk.
- Work closely with care Groups and Community Care Group staff tocontinually improve the management of out-patient appointments and targets.
- Review and revise procedures relating to out-patient targets and 18 weekpathway 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 theirmanagement of out-patient targets.
- Undertake any training activity to ensure policies and procedures areunderstood, and to develop within the role as required.
- To become an expert user of the Patient Administration System (PAS) inrelation to Patient access functions with a particular emphasis on outpatientfunctionality.
- 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 andorganise and distribute work to be carried out by Supervisors and TeamLeaders.
- Inform Services Manager of any changes that will affect procedures within thedepartment, suggest alternative ways of working, organise and implementtrial of suggested procedure and advise senior manager of outcome of trialand implement across section if successful giving support and developmentto staff as appropriate. Meet with Consultants, Directorate Managers &Administrators and other key staff in order to discuss procedural changes andhow that impacts upon them and their directorate in order to ensure effectiveworking.
- Establish good working relationships with other directorates key personnel.
- Improve accuracy of information within trained knowledge and competency.
- Communicate internally and externally with colleagues, patients and thegeneral public. This can involve communicating an in-depth knowledge ofhealth records issues particularly pertaining to achievement of OutpatientTargets, implementation of new booking systems etc.
- Minimise risk in the use of sensitive information to ensure that the GeneralData Protection Regulations (GDPR) is adhered too.
- Respect differences in relation to equality and diversity ensuring colleaguesand patients rights are not infringed.
- All staff are encouraged to make suggestions to improve the service, and topromote 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 ifappropriate organise Bank Holiday rotas and liaise with Senior Managersregarding this. Authorise Team Leaders and Supervisors holidays ensuringmaximum number of staff off is not exceeded. Liaise with Senior Managers toestablish maximum number and any problems related to annual leave.
- Support the Team Leaders and Supervisors in ensuring that a rota is in placefor answering the telephone and dealing with general enquiries into thedepartment. Assist Team Leaders, Supervisors or staff by taking calls thatare problematic or difficult for staff to deal with.
- Ensure Sickness and Absence policies followed monitor staffs sicknessrecords and perform return to work interviews as required with staff and firstlevel sickness counselling as required. Complete relevant documentation andadvise 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 toSenior Manager and negotiate with Senior Manager regarding best solutionsto alleviate staffing issues.
- Appraise appropriate staff using the Staff Appraisal system used within theTrust. From the identified training needs of the staff member ensure thatrelevant and effective training is available for the staff member.
- Counsel staff on disciplinary issues i.e. repeated lateness and escalate toSenior Manager as appropriate or for more serious issues.
- Develop the knowledge and skills of Health Records Clerks, Team Leadersand Supervisors through training and advice in relation to the systems,software and processes used within the Patient Registration Section of HealthRecords. Deliver training on own area to Health Records Staff and otherdirectorates 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 activeleadership will be required.
- Attend meetings as directed by the Senior Manager as a representative of theHealth Records Department. Prepare information required for meetings asrequested e.g.: overbooking figures and reasons. Attend meetings on aweekly basis to discuss current outpatient target position and work withcolleagues in the Access and Information Departments to ensure targetachievement.
- Ensure Supervisors are liaising with Training Supervisor in ensuring that staffattend training sessions that have been organised. Discuss training needs ofstaff with Training Supervisor, and participate and contribute to trainingsessions held as appropriate.
- Ensure Supervisors are working with the Training Supervisor in setting up andparticipating in new staffs induction into the department and ensure newstaffs are allocated a Buddy. Complete appropriate paperwork regardingnew staff performance and liaise closely with the Department Trainer andSupervisor regarding progress and any problems to ensure prompt actiontaken.
- Ensure close co-operation and communications between teams anddepartments both within Patient Access Services, throughout the Trust andwith Community care Groups.
- Lead with integrating changes and communicating with the whole teamacross professional boundaries in own area of work and throughout thedepartment if required.
- Liaise with secretaries and members of other departments regarding a varietyof issues e.g.: booking patients, referral letters etc.
- Ensure all equipment used in office is in working order and that adequatetraining has been provided for all staff that uses the equipment.
- Ensure that under-utilisation of resources is reported to the relevant SeniorManager and implement appropriate corrective measures as agreed with theSenior Manager.
- Organise the workload of supervisors within own area ensuring that work isproduced in a timely fashion and that he/she has enough work to occupyhim/her throughout the working day.
- Liaise with Associate General Managers (AGM), or nominated other in thesetting up and running of additional clinics to ensure patients are seen withinNHS Targets.
- Ensure that staff are appropriately equipped and trained to receive telephonecalls from GP Practices asking for status updates on patients, check relevantinformation required and relay this back to the practice and if appropriate canliaise with Consultant/Secretarys regarding status of patient.
- Ensure that all Patients are traced against the National Spine to validatepatient information and obtain NHS number if not already present.
- Oversee and ensure that prompt registration of patients onto the PAS foroutpatient referrals is carried out. If already prioritised ensure that the referralis processed as indicated i.e. contact patient to book urgent/Cancerappointment or add to outpatient booking list if routine and print out relevantpatient letters.
- Ensure and oversee that the issuing of new casenote numbers andpreparation of new casenotes for new patients to the Trust is performed inaccordance with the Trust Policy.
- Ensure that filing of referral letters into date/terminal digit order in relevantstorage box (i.e. whilst patient is waiting for appointment date) is carried out ina timely manner.
- Ensure that patients are invited using the PAS in chronological order andbook appointment as appropriate. This can be on any of the Trusts Hospitalsites. Monitor and discharge patients who do not respond and deal with themin accordance with the Trust and Departmental procedures.
- Liaise with colleagues in the Information Department regarding capacityusage and ensure full capacity used. Discuss any capacity with AGMs/GMsand facilitate the full usage of clinics/capacity as agreed with them.
- Ensure that the evening staff rota is in place and that adequate cover isavailable during holiday/sickness periods.
- Produce full details of clinics held including codes, booking rules on an ad hocbasis e.g. for review purposes.
- Ensure appropriate information forwarded to Associate General Managers(AGMs) regarding impact of cancellations and reductions and produce othercancelled clinic information as required.
- Ensure template requests are dealt with in a timely manner and liaise withAGMs regarding short notice cancellations and facilitate these requests as appropriate.
Person Specification
Qualifications
Essential
- IHRIM Diploma or equivalent or be working towards this qualification and/or substantial experience of waiting lists or appointments management booking.
- ECDL, CLAIT or IBT qualification or be working towards one of these.
Experience
Essential
- Patient Registration Experience (Demonstrable experience at supervisor level)
- Supervisory/Team Leader Experience - demonstrable experience in a Health Records Environment
- Team worker
- Experience dealing with the public, particularly in stressful situations and ability to empathise and understand the needs of patients and visitors
Desirable
Knowledge
Essential
- Detailed knowledge of outpatient targets and the ability to communicate these targets at Trust level
- High Level knowledge and understanding of a Patient Administration system.
- High Level knowledge and understanding of Choose & Book system.
- High Level knowledge and understanding of Trust reporting systems (Outpatient Target information)
- Confidentiality Awareness and understanding of why confidentiality must be maintained.
Skills
Essential
- Able to use own initiative on day to day issues to manage a section of Health Records.
- Excellent verbal and written communication Skills which must include the ability to communicate health records issues at a variety of levels.
- Ability to work to deadlines
Other
Essential
- Able to work with a range of professionals.
- Able to display attention to detail.
- Flexible approach to work
- Good interpersonal approach
- Present Professional Image
- Willingness to participate in service review post appointment i.e. 6months
- Ability to express own view/opinion.
- Willingness to assist colleagues
- Willing to undergo training courses to support role e.g.: Induction programme of minimum 1 month duration.
Person Specification
Qualifications
Essential
- IHRIM Diploma or equivalent or be working towards this qualification and/or substantial experience of waiting lists or appointments management booking.
- ECDL, CLAIT or IBT qualification or be working towards one of these.
Experience
Essential
- Patient Registration Experience (Demonstrable experience at supervisor level)
- Supervisory/Team Leader Experience - demonstrable experience in a Health Records Environment
- Team worker
- Experience dealing with the public, particularly in stressful situations and ability to empathise and understand the needs of patients and visitors
Desirable
Knowledge
Essential
- Detailed knowledge of outpatient targets and the ability to communicate these targets at Trust level
- High Level knowledge and understanding of a Patient Administration system.
- High Level knowledge and understanding of Choose & Book system.
- High Level knowledge and understanding of Trust reporting systems (Outpatient Target information)
- Confidentiality Awareness and understanding of why confidentiality must be maintained.
Skills
Essential
- Able to use own initiative on day to day issues to manage a section of Health Records.
- Excellent verbal and written communication Skills which must include the ability to communicate health records issues at a variety of levels.
- Ability to work to deadlines
Other
Essential
- Able to work with a range of professionals.
- Able to display attention to detail.
- Flexible approach to work
- Good interpersonal approach
- Present Professional Image
- Willingness to participate in service review post appointment i.e. 6months
- Ability to express own view/opinion.
- Willingness to assist colleagues
- Willing to undergo training courses to support role e.g.: Induction programme of minimum 1 month duration.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
