Job summary
We are looking for a highly motivated, conscientious individual with experience and understanding of Urgent Suspected Cancer processes and wait times. The ideal candidate will have experience of managing staff with the ability to mentor, support and develop staff knowledge.
The ideal post holder will be able to work under pressure, have a methodical approach to solving problems, understand business intelligent reporting as well as having a high level of IT skills for example proficient in excel.
The ideal post holder will also be intuitive, present themselves in a professional manner and be able to build and maintain relationships with colleagues from across the Trust.
Experience in using Somerset Cancer Registry (SCR) and e-Referral Service (e-RS) preferred.
Main duties of the job
The post holder is responsible for a team of Band 3 administrators who are the first point of contact for patients and service users providing an in depth knowledge of Outpatient Registration, Referrals Management and Clinic Templates. The Patient Access Referrals & Templates Officer will liaise closely with the clinical teams and speciality management teams to ensure patients receive timely and appropriate appointments according to their care pathway whilst maximising effective use of cliniccapacity.
The post holder will work in a very active and busy environment requiring a consistently high standard of performance and attention to detail. Main tasks include the co-ordination and booking of patients on a cancer pathway and assisting the service managers in the achievement of local and national targets.
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
The post holder shall, as necessary, provide cover for and undertake duties of absent colleagues.
The post holder will be responsible for ensuring service needs are met in respect of adequate staffing levels during periods of staff absence. This will mean managing the staffing levels of their teams effectively and reporting any shortfalls or problems in a timely manner to the Patient Access Referrals & Templates Co-ordinator.
The post holder is responsible for ensuring his/her teams deliver a robust andMay 2023efficient service in the delivery of the following: -
- Ensuring the scheduling of outpatient appointments are processed and prioritised due to clinical urgency and length of wait and in accordance with departmental procedures and protocols and Trust policies.
- Ensuring patients are offered a mutually convenient date and time for their outpatient appointments Ensuring patients are reminded of their appointments. This may include reminderletters, texts, voicemails, emails or telephone calls to re-confirm attendance in linewith departmental protocols.
- Provision of a courteous, professional, and efficient point of contact for patients bothface to face and over the telephone.
- Ensuring patients individual needs are met when attending outpatient appointments(i.e. interpreting support).
- Ensure the registration and validation of new patients to the Trust on the PatientAdministration System (PAS), using NHS number and the Summary Care record, GPpractices, other hospitals etc.
- Ensuring patients are kept informed and messages communicated promptly.
- Ensuring accurate and timely data input into PAS system.
- Ensuring the cancellation/reduction of clinics as per instruction and authorisation,ensuring patients are rescheduled into appropriate slots where appointments havebeen cancelled and informing the appropriate Consultant / Speciality of any patientcancellations.
- Issues relating to the administrative function are reported immediately.
On-going management:Support the Patient Access Referrals & Templates Co-ordinator in the implementation of new procedures.
Develop expertise in all aspects of patient access services to support your teams.
Ensure the booking of all patients is in line with Trust and national waiting time targets and exceptions are escalated.
Respond to escalated patient queries or concerns in an effective and professionalmanner.
Ensure teams have 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.
Review cancelled/suspended/deferred patients ensuring appropriate action is taken.
Attend meetings as directed by Patient Access Referrals and Templates Co-ordinator. Prepare information required for meetings as requested.
Work flexibly to ensure that the service operates effectively, including working across all Trust sites and across speciality boundaries.
Investigate any complaints or incidents that arise in relation to patient appointmentsand outpatient clinics.
Develop and maintain relationships with all staff groups to ensure the patient access teams function effectively.
Support Patient Access Supervisors in the appraisal of team members andidentification of training requirements.
Support Patient Access Supervisors with day to day staff issues.
Ensure sickness and absence policy followed, monitor staff absence and perform return to work interviews as required. Complete relevant documentation and advise staff of sickness procedures.
Counsel staff on minor issues i.e. repeated lateness and escalate to Patient Access Co-ordinator if problem persistent or more serious.
Ensure close co-operation and communications between teams and departments within own department and across the trust.
Carry out regular audits to ensure appointments made in a timely manner in accordance with pathway.
Support the Patient Access Referrals & Templates Co-ordinator in ensuring teamworkloads are manageable, identifying and escalating issues to management team.
Participate in recruitment and selection exercises as required.
Job description
Job responsibilities
The post holder shall, as necessary, provide cover for and undertake duties of absent colleagues.
The post holder will be responsible for ensuring service needs are met in respect of adequate staffing levels during periods of staff absence. This will mean managing the staffing levels of their teams effectively and reporting any shortfalls or problems in a timely manner to the Patient Access Referrals & Templates Co-ordinator.
The post holder is responsible for ensuring his/her teams deliver a robust andMay 2023efficient service in the delivery of the following: -
- Ensuring the scheduling of outpatient appointments are processed and prioritised due to clinical urgency and length of wait and in accordance with departmental procedures and protocols and Trust policies.
- Ensuring patients are offered a mutually convenient date and time for their outpatient appointments Ensuring patients are reminded of their appointments. This may include reminderletters, texts, voicemails, emails or telephone calls to re-confirm attendance in linewith departmental protocols.
- Provision of a courteous, professional, and efficient point of contact for patients bothface to face and over the telephone.
- Ensuring patients individual needs are met when attending outpatient appointments(i.e. interpreting support).
- Ensure the registration and validation of new patients to the Trust on the PatientAdministration System (PAS), using NHS number and the Summary Care record, GPpractices, other hospitals etc.
- Ensuring patients are kept informed and messages communicated promptly.
- Ensuring accurate and timely data input into PAS system.
- Ensuring the cancellation/reduction of clinics as per instruction and authorisation,ensuring patients are rescheduled into appropriate slots where appointments havebeen cancelled and informing the appropriate Consultant / Speciality of any patientcancellations.
- Issues relating to the administrative function are reported immediately.
On-going management:Support the Patient Access Referrals & Templates Co-ordinator in the implementation of new procedures.
Develop expertise in all aspects of patient access services to support your teams.
Ensure the booking of all patients is in line with Trust and national waiting time targets and exceptions are escalated.
Respond to escalated patient queries or concerns in an effective and professionalmanner.
Ensure teams have 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.
Review cancelled/suspended/deferred patients ensuring appropriate action is taken.
Attend meetings as directed by Patient Access Referrals and Templates Co-ordinator. Prepare information required for meetings as requested.
Work flexibly to ensure that the service operates effectively, including working across all Trust sites and across speciality boundaries.
Investigate any complaints or incidents that arise in relation to patient appointmentsand outpatient clinics.
Develop and maintain relationships with all staff groups to ensure the patient access teams function effectively.
Support Patient Access Supervisors in the appraisal of team members andidentification of training requirements.
Support Patient Access Supervisors with day to day staff issues.
Ensure sickness and absence policy followed, monitor staff absence and perform return to work interviews as required. Complete relevant documentation and advise staff of sickness procedures.
Counsel staff on minor issues i.e. repeated lateness and escalate to Patient Access Co-ordinator if problem persistent or more serious.
Ensure close co-operation and communications between teams and departments within own department and across the trust.
Carry out regular audits to ensure appointments made in a timely manner in accordance with pathway.
Support the Patient Access Referrals & Templates Co-ordinator in ensuring teamworkloads are manageable, identifying and escalating issues to management team.
Participate in recruitment and selection exercises as required.
Person Specification
Qualifications
Essential
- Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent)
- NVQ level 3 or relevant equivalent experience
Desirable
- ECDL, CLAIT or IBT qualification or be working towards one of these
Experience
Essential
- Demonstrable experience in administrative role
- Demonstrable experience of data collection and data quality
- Supervisory Experience
- Experience in dealing with the public particularly in stressful situations and ability to empathise and understand the needs of patients and visitors.
Desirable
Knowledge
Essential
- Use of a Patient Administration System (currently IPM)
- Confidentiality awareness
Skills
Essential
- Ability to use own initiative with support
- Accurate Keyboard Skills
- Ability to work to deadlines
- Able to work with a range of professionals
- Ability to display attention to detail
- Team Worker
- Excellent verbal and written communication manner.
Other
Essential
- Flexible approach to work
- Good interpersonal approach
- Reliability and good attendance
- Present professional image
- Physically able to perform the duties of the post
- Ability to travel to any Trust site as required
Person Specification
Qualifications
Essential
- Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent)
- NVQ level 3 or relevant equivalent experience
Desirable
- ECDL, CLAIT or IBT qualification or be working towards one of these
Experience
Essential
- Demonstrable experience in administrative role
- Demonstrable experience of data collection and data quality
- Supervisory Experience
- Experience in dealing with the public particularly in stressful situations and ability to empathise and understand the needs of patients and visitors.
Desirable
Knowledge
Essential
- Use of a Patient Administration System (currently IPM)
- Confidentiality awareness
Skills
Essential
- Ability to use own initiative with support
- Accurate Keyboard Skills
- Ability to work to deadlines
- Able to work with a range of professionals
- Ability to display attention to detail
- Team Worker
- Excellent verbal and written communication manner.
Other
Essential
- Flexible approach to work
- Good interpersonal approach
- Reliability and good attendance
- Present professional image
- Physically able to perform the duties of the post
- Ability to travel to any Trust site as required
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).
