Patient Access Clerk

Liverpool University Hospitals NHS Foundation Trust; Sefton; On-site; GBP 21,000 - 25,000; Full time

Job summary

Liverpool University Hospitals NHS Foundation Trust is seeking an experienced Patient Access Clerk to join the Outpatients team. The role covers reception duties, booking and scheduling of outpatient appointments, maintaining accurate PAS records, and delivering a professional, customer-focused service in line with the Trust’s First Impression standards.

The post holder will be the first point of contact for patient enquiries, liaising with clinical staff and ensuring efficient processing of

Qualifications

• Educated to GCSE standard or equivalent.
• ECDL/CLAIT or IBT qualification.
• Registration with/working towards records management qualification (e.g. ISEB, DPA, IHRIM, BCS).

Responsibilities

• Provide a dedicated administration and reception service for Outpatients.
• Be first point of contact for Outpatient enquiries.
• Booking of outpatient appointments and related scheduling.
• Process daily clinic activities and maintain PAS records.
• Deliver professional customer-focused service in line with First Impression standards.

Skills

Initiative

Deadline-driven

Team player

Education

GCSEs

ECDL/CLAIT/IBT

Records management qualification

Tools

PAS system

Job description

Liverpool University Hospitals NHS Foundation Trust

Patient Access Clerk

The closing date is 16 November 2026

The post holder is responsible as part of a team for providing a dedicated and comprehensive administration and reception service for Outpatients within the Trust using Partial and Full booking processes.

The post holder will act as the first point of contact for all Outpatient enquiries from internal and external customers at all levels.

A significant responsibility of the role is to accurately record information using relevant Trust paper and computer based systems.

Main duties of the job

Patient Access Services are looking to recruit a number of Patient Access Clerks on a permanent basis for our busy team

Applicants will be well-motivated and flexible individuals who can work on their own initiative. You will be an efficient team player who can work to deadlines in a demanding environment and portray a professional image at all times

You will be expected to provide an effective customer focused service in line with the Trust's 'First Impression' Standards and be able to demonstrate confident communication and interpersonal skills

The range of duties may include routine reception duties, preparation of medical notes for outpatient clinics and the booking of outpatient/inpatient appointments

Keyboard skills are essential

Uniforms will be provided where necessary, however all successful candidates will be required to present a smart and professional image in line with the Trust's Uniform and Dress Code Policy

Full Time positions at 37.5hours per week (08:30 - 17:00 Monday to Friday)

We may hold other high scoring applicants on the reserve list for 3 months with applicants consent.

About us

Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.

The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.

The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.

It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.

To hear more about our achievements click herehttps://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf

Follow us on Social Media:

Facebook - Liverpool University Hospitals Careers

Instagram - @LUHFTcareers

Twitter - @LUHFTcareers

Job responsibilities

The post holder has responsibility to undertake the full range of duties commensurate with the role (booking/ reception / patient reminder/ general) and shall as necessary be flexible in providing cover for absent colleagues in order to maintain service provision.

The post holder shall follow all the policies and procedures of the organisation.

Booking of appointments

Liaise with secretaries and admin departments regarding booking of appointments, referral letters etc.

Using the PAS system, in chronological order, invite patients and book appointments as appropriate.

Manage appointment slot issues in line with local/national standard operating procedures; refer to line manager any issues which jeopardise 18 week pathway.

To process and prioritise the scheduling of outpatient appointments due to clinical urgency and length of wait and in accordance with departmental procedures, protocols and Trust Policies.

Receive and process telephone calls from relatives/carers of patients informing the Trust of the patients death and amend PAS accordingly. This may require sensitive handling.

Telephone patients to negotiate convenient outpatient appointments or receive calls from patients/relevant others (e.g. Other Hospitals) regarding booking, changing or cancelling their appointments. This involves identifying the correct appointment, clinic, session and doctor code to which the caller is referring and rescheduling or cancelling the appointment as appropriate.

Inform the appropriate Consultant/ Directorate/secretarial staff of patients who have cancelled their appointment inappropriately e.g. urgent appointments.

Receive and process telephone calls from patients to update and amend their demographic details and make the necessary changes on the PAS system.

Contact GP Practices/other Hospitals for validation of patient demographic details and to obtain information if required e.g. copy letters, NHS Number etc.

In accordance with Trust procedures, open suspended clinics, add on patients and re-suspend clinic ensuring appropriate comments are recorded on PAS.

On the instruction and authorisation of the Consultant/Clinician, overbook clinics ensuring authority to do so is recorded on PAS.Working with guidance from clinical staff/secretaries, pro-actively fill cancelled appointment slots with patients to minimise the impact of non-attenders.

Offer patients a mutually convenient date and time for outpatient appointments on either a full or partial booking basis in accordance with local standard operating procedures.

Remind patients of their appointments via letter, text, voicemail, email or telephone call to reconfirm attendance in line with departmental protocols.

Produce and manage daily reports in line with patient reminder systems to ensure patient information is kept updated.

Contact patients as requested in order to cancel/reschedule their appointments.

Inform line manager of any system or appointment slot issues.Reception of patients

Undertake reception duties in a professional, pleasant, tactful and understanding manner. Greet patients upon arrival, check demographic information is up to date on PAS and arrive patient on system.

On instruction from clinical staff distribute tea/coffee vouchers where appropriate.

Update information on patient display screen within reception area.Assist patients and visitors with any problems that may arise during their visit.

Act as the first point of contact for all enquiries presenting in the reception area.

Exercise judgement when problems arise by taking appropriate action to resolve the problem or refer on to the appropriate person.

Attempt to diffuse difficult situations with angry or distressed patients/visitors and when unable to do so contact the appropriate manager or clinical staff for support.

Arrange and book interpreters for patients attending clinics as required.

Advise patients/visitors of any identified delays that occur and explain to individuals why other patients may have to be seen sooner.

During the clinic session, liaise with all clinical staff to ensure the smooth running of the clinic.

Process daily clinic activities as per procedures including; printing the clinic booking summary, the booking of appointments, completion of appointment cards, recording patient in register (diabetes and LMC only),production of appointment letters, discharging patients, recording arrival/departure times, recording ethnicity/transgender information, liaising with clinical/directorate staff regarding next available appointment and entering relevant data regarding patient appointment into PAS system.

Provide advice/guidance in relation to Friends & Family testing /Consent for Consent.

Complete clinic outcome forms in a timely manner preferably during clinic session.

Direct patients to other areas/departments within the Trust using experiential knowledge.

Issue travel expenses claim forms to patients upon request, ensuring details entered upon the form align with the information recorded on the PAS system. In the event of a discrepancy, refer to General Office.

Prepare scanning folders for outpatient clinics following trust procedures and protocols.

Print ID sheets/labels as necessary.

Person Specification

Qualifications

• Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent)
• ECDL, CLAIT or IBT qualification
• Registration with and/or working towards records management or legislative qualification e.g. ISEB, DPA, IHRIM, BCS, Records Management Society etc.

Experience

• Experience working with the public/patients
• Clerical experience with the ability to undertake duties including filing, photocopying, scanning, data entry, faxing, email etc.
• Experience working in a hospital or NHS environment
• Experienced user of a patient administration system (PAS)

Knowledge

• Awareness of legislation, standards and guidelines relating to records and information
• Knowledge of health records processes or systems

Skills

• Ability to use own initiative
• Ability to work to deadlines
• Team player

Other

• Physically able to perform the duties of the post
• Ability to travel to any Trust site as required
• Courteous, polite and of smart appearance

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.

Liverpool University Hospitals NHS Foundation Trust