Job Overview
We are seeking a motivated and well‑organised individual to join our Access Centre team as an Access Booking Officer. This key administrative role ensures patients are booked promptly, accurately, and appropriately for outpatient appointments and diagnostic procedures across Mersey and West Lancashire Teaching Hospitals NHS Trust. Based at Ormskirk District General Hospital, you will coordinate daily outpatient bookings in line with clinical priorities, national waiting‑time standards, and service requirements.
Responsibilities
Patient Access & Coordination
* Deliver a comprehensive inpatient and outpatient booking service, rotating across all areas within the access office.
* Act as a named point of contact for patients, relatives, carers, and clinical teams.
* Add patients accurately to waiting lists, ensuring all relevant clinical and administrative notes are recorded.
* Provide patients with guidance relating to admission, pre‑ and post‑operative information, and updates on their waiting‑list position.
* Liaise with Bed Management teams regarding stand‑by patients or cancellations due to capacity issues.
Key Duties
* Provide a comprehensive inpatient and outpatient service to patients, rotating through each area within the access office.
* Serve as the named contact point for patients, relatives, carers, medical representatives, GP’s, nursing staff, surgical team, and support services to ensure admission is appropriately planned and managed.
* Accurately add patients to the waiting list and record any relevant notes.
* Advise patients on admission matters and waiting‑list position.
* Plan multiple theatre/procedure lists up to six weeks in advance, using clinical knowledge and information to meet the 18‑week, diagnostic, cancer and/or 28‑day rescheduling targets.
* Ensure theatre/procedure lists are utilised optimally, accounting for patient needs, rescheduling, and liaising with surgeons.
* Communicate changes relating to elective admissions but theatre lists, kit requirements, and anaesthetic input to relevant staff trust‑wide.
* Confirm appropriate funding or authorisation for patient admission.
* Identify, attempt to resolve and pre‑empt situations that may breach access targets; analyse waiting list information and raise capacity needs timely.
* Work flexibly, covering for colleagues during leave.
* Liaise with Bed Manager for stand‑by patients or cancellations.
* Place patients on the theatre system as soon as booking is confirmed.
* Forward final theatre lists to secretaries for circulation to minimise cancellations.
* Add patients to the waiting list with correct linkage per 18‑week RTT knowledge.
* Appointment all patients from PTLs and manage all outpatient waiting lists to meet performance targets.
* Register referral letters and direct them to appropriate consultants and clinics.
* Book new and follow‑up appointments per departmental procedures.
* Manage clinic cancellations, reductions, and scheduling on PAS and ERS in a timely manner.
* Update clinic templates due to changes in medical rosters.
* Manage appointments on the ERS system, renegotiating or discharging cancelled appointments.
* Maintain the ASI, escalating capacity issues to operational teams.
* Manage partial booking lists, escalating to team leader as required.
* Manage ward forms, ensuring follow‑up appointments are booked.
* Retrospectively record attendances outside clinic as per instructions.
* Manage the general access office email address and answer the main telephone line during shift.
* Ensure compliance with the two‑week wait rule for suspected cancer referrals.
* Undertake mandatory training and update it regularly.
* Participate in annual appraisal, develop a plan, and review objectives.
* Prioritise own workload and recognise when to escalateto manager.
* Implement relevant procedures, resolving non‑routine problems.
* Assist in training and induction of new staff and support workload coordination.
* Participate in covering colleagues’ absences.
* Contribute to service/department meetings with progress reports.
* Use Trust resources efficiently, minimising waste and cost.
* Ensure data quality when maintaining, inputting, extracting, and producing information.
* Use speed and accuracy with clinical and non‑clinical data to ensure patient safety.
* Make decisions within approved policies and guidelines.
* Attend weekly access meetings to discuss capacity issues.
* Generate and send letters, leaflets, and partial booking invites.
* Engage with clinicians, GPs, staff, and patients to enable effective patient flow.
* Handle patient telephone enquiries empathetically and confidently.
* Overcome barriers for patients with cultural, language, physical, or mental challenges.
* Communicate unpleasant news empathetically and provide reassurance when needed.
Qualifications
* ECDL or equivalent.
* NVQ 2 customer care or equivalent experience.
* NVQ 3 business and admin.
Knowledge & Experience
* Computer literate – experienced with Microsoft packages.
* Experience working within a multidisciplinary team.
* Experience in a customer service environment.
* Excellent communication skills to overcome barriers.
* Experience of collating data.
* Experience working in a demanding environment.
* Use of patient administrative systems.
* Experience scheduling/coordination of activities and/or resources.
Skills
* Excellent organisational skills.
* Ability to work under pressure and meet strict deadlines.
* Flexibility and ability to adapt to change.
* Effective team collaboration.
Other
* Ability to sit for a substantial proportion of working time using VDU equipment and a headset.
* Multitasking between activities with frequent interruptions, reprioritising workload.
* Manage switching tasks immediately to resolve unexpected issues.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome applicants from all backgrounds and value unique skills, perspectives, and experiences. We are grounded in the belief that diversity enhances collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity, and especially those from under‑represented groups.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
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