Outpatient Waiting List Manager

Manchester University NHS Foundation Trust; Manchester; On-site; GBP 24,000 - 27,000; Full time

Job summary

A large NHS Trust in Manchester is seeking an Outpatient Waiting List Manager to oversee appointment management within the specialty. Candidates should have GCSE-level education and prior experience in a relevant healthcare setting. This role emphasizes customer service and team collaboration. The salary is between £24,937 and £26,598 annually (pro rata). The position offers significant opportunities for career development and inclusion.

Qualifications

• Qualified to GCSE level or equivalent, demonstrating literacy and numeracy.
• Experience in outpatient or health records service areas.
• Strong customer service and IT skills.

Responsibilities

• Manage patient appointments within the specialty.
• Organize and prioritize workload for team.
• Communicate effectively with service users.

Skills

Team collaboration

Customer service

Attention to detail

Education

GCSE level or equivalent

NVQ 2 in Customer Service

Tools

IT skills (ECDL or equivalent)

Job description

Overview

Manchester University NHS Foundation Trust (MFT) is inviting applications for the position of Outpatient Waiting List Manager. The closing date is 22 October 2025. Working at Wythenshawe Hospital or Trafford General Hospital. (To be discussed at interview)

Being part of an established team ensuring all patients appointments are managed within the specified specialty. The team are committed to delivering a service to patients and engaging with all disciplines of staff within the trust to achieve the expected standard set.

Main duties

• To undertake all duties allocated by the Outpatient Team Leader as appropriate to the role, eg creation and booking of adhoc clinics, registering referrals, booking appointments, etc.
• To organise workload of self and team members prioritising urgent matters, eg capacity shortfalls, creation and booking of a short notice adhoc clinic for urgent patients.
• To escalate shortfalls in capacity to Consultants and Directorate Management Teams in line with policies and procedures.
• To communicate with service users in a sympathetic and empathetic manner using tact and diplomacy both in person and over the telephone.
• To work in harmony with other team members in the Directorate displaying a one team ethic at all times.
• To escalate service issues or risks and concerns raised by service users to senior staff.

About us

MFT is one of the largest NHS Trusts in England with a turnover of over £3bn and is on a different scale than most other NHS Trusts. We are creating an exceptional integrated health and social care system for the 1 million patients who rely on our services every year.

Bringing together 10 hospitals and community services from across Manchester, Trafford and beyond, we champion collaborative working and transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you\'ll benefit from a scale of opportunity that is nothing short of extraordinary.

We\'ve also created a digitally enabled organisation to improve clinical quality, patient and staff experience, operational effectiveness and driving research and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.

We\'re proud to be a major academic Research Centre and Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. We\'re excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.

At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.

Job responsibilities

To find out more about the key responsibilities and the specific skills and experience you\'ll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. To be equipped to make an informed decision to apply to us, please read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information you\'ll need to be aware of before you submit an application form.

Diversity Matters

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at [e-mail].

Were looking forward to hearing from you!

Person Specification

Qualifications

• Educated to GCSE level or equivalent qualifications to demonstrate literacy and numeracy skills OR Successful completion of relevant NHS apprenticeship programme
• NVQ 2 in Customer Service or Medical Administration or evidence of continued development Or At least 3 years previous experience in an outpatient, admission or health records service area.
• ECDL or other relevant IT qualifications
• NVQ 3 in Customer Service or other relevant subject matter

Experience

• Evidence of working as part of a team as well as in isolation
• Confidence in dealing with professional groups
• Evidence of handling difficult circumstances, eg customer complaints
• Knowledge of NHS administrative procedures
• Previous experience of supervising staff
• Previous experience of performance management
• Previous experience of effectively managing a waiting list

Employer name

Manchester University NHS Foundation Trust

£24,937 to £26,598 a year (pro rata)