Urgent Suspected Cancer Supervisor - Patient Access

Liverpool University Hospitals NHS Foundation Trust; Liverpool; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading healthcare provider in Liverpool is seeking a Patient Access Referrals & Templates Officer. You will lead a team, coordinate patient appointments, ensure high-quality patient service, and manage administrative tasks in accordance with Trust policies. The ideal candidate will have strong management skills and experience in customer service, especially in healthcare settings.

Qualifications

• Experience managing staff and mentoring team members.
• Experience dealing with the public in stressful situations.
• Ability to empathize with patient and visitor needs.

Responsibilities

• Coordinate and book appointments prioritizing clinical urgency.
• Act as a professional point of contact for patients.
• Input data accurately in the Patient Administration System.

Skills

Management skills

Customer service skills

Proficient IT skills

Communication skills

Teamwork

Education

GCSE standard with four GCSEs at level A-C

NVQ Level 3 or relevant equivalent experience

Tools

Patient Administration System (IPM)

Excel

Job description

Overview

The Patient Access Referrals & Templates Officer is responsible for leading a team of Band 3 administrators who serve as the first point of contact for patients and service users, providing expertise in Outpatient Registration, Referrals Management and Clinic Templates.

Responsibilities

• Coordinate and book appointments on cancer pathways, prioritising by clinical urgency and waiting times in line with departmental procedures, protocols and Trust policies.
• Offer patients mutually convenient appointment dates and times, and confirm attendance through reminder letters, texts, voicemails, e‑mail or telephone calls.
• Act as a courteous, professional, and efficient point of contact for patients face‑to‑face and by telephone.
• Ensure patients’ individual needs are met when attending outpatient appointments, including interpreting support where required.
• Register and validate new patients on the Patient Administration System (PAS), using the NHS number and Summary Care Record (SCR) up to the point of origin from GP practices, other hospitals, etc.
• Keep patients informed and communicate messages promptly.
• Input data accurately and in a timely manner into the PAS system.
• Cancel or reduce clinics as instructed and authorize rescheduling of cancelled appointments, informing the appropriate consultant or speciality of any patient cancellations.
• Report any administrative issues immediately.
• Support the Patient Access Referrals & Templates Co‑ordinator in implementing new procedures.
• Develop expertise in all aspects of patient access services to support the team.
• Ensure appointment booking meets Trust and national waiting‑time targets, escalating exceptions as required.
• Respond to escalated patient queries or concerns in an effective and professional manner.
• Maintain staff absence policy, monitor absence and perform return‑to‑work interviews as required.
• Support the appraisal and training of team members, identifying training needs.
• Audit appointment timing and correct any delays in accordance with pathway procedures.
• Ensure that the service operates flexibly across all Trust sites and speciality boundaries.
• Investigate any complaints or incidents that arise in relation to patient appointments and outpatient clinics, maintain relationships with all staff groups to ensure the patient access teams function effectively.
• Participate in recruitment and selection exercises as required.

Qualifications

• Educated to GCSE standard with four GCSEs at level A‑C (or equivalent).
• NVQ Level 3 or relevant equivalent experience.
• Experience of managing staff with the ability to mentor, support and develop staff knowledge.
• Experience of dealing with the public in stressful situations and the ability to empathise and understand patient and visitor needs.
• Proficient IT skills, including a high level of Excel.
• Proven data collection and data quality experience.
• Supervisory experience.
• A‑level understanding of audit and audit experience.
• Experience of using a Patient Administration System (currently IPM).
• Accurate keyboard skills, ability to meet deadlines and work to deadlines.
• Physically able to perform the duties of the post and can travel to any Trust site as required.
• Team worker, excellent verbal and written communication, flexible approach to work, good interpersonal approach, reliability and good attendance, present professional image.

Equality, Diversity and EEO Statement

The Trust is committed to promoting equality and diversity, valuing the contribution of individual talent, skills, knowledge and experience and aiming for a workforce demography representative of the local community. We welcome applications from under‑represented groups, including black, Asian and minority ethnic, lesbian, gay, bisexual and transgender (LGBTQ+), disabled and male and age 16‑24.