Employer 279 University Hospitals Sussex NHS Foundation Trust Employer type NHS Site Sussex Eye Hospital Town Brighton Salary £31,049 - £37,796 Per annum pro rata Salary period Yearly Closing 05/08/2025 23:59
Ophthalmology Deputy Patient Access Manager
Band 5
About our Trust
At UHSussex we’re proud to be at the heart of the NHS. As one of the UK’s largest acute Trusts, we’re a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.
Our hard-working, talented and dedicated people work together towards a common goal – to always put our Patient First. In fact our mission is summed up by our ‘where better never stops’ motto and you will play a part in driving us forwards and in improving the lives of patients across Sussex.
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourWellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
We look forward to receiving your application and the start of your journey with UHSussex.
Job overview
We have an exciting opportunity to join our friendly team .
You will be expected to provide comprehensive support working towards the achievement of key patientaccess target for the directorate for a group of designated services within Head Neck.
Main duties of the job
Ensuring the flow of patients into available clinics and theatre slots in the setting up accurate templates.
Managing outpatient and inpatient waiting list (both referral to treatment RTT and non RTT patients) as well as escalating any breaches to the 4 hour NHS standard in Sussex Eye A&E
Supporting the Patient Access Manager in the early identification of capacity issues affecting performance of 18 weeks, Urgent Suspected Cancer referrals and other referral to treatment standards.
Working closely with the Ophthalmology failsafe, including cross cover, when appropriate.
Working closely with the Patient Access Manager, validation team, rota co-ordinator and the relevant booking colleagues and clinicians to ensure all data entries on PAS correctly reflect the patient’s RTT status data accuracy within their Directorate(s).
Working with clinical teams to ensure they fully understand the requirements of the Patient Access Policy, ensuring adherence across their areas of responsibility.
Providing a point of contact for patients, relatives and GPs who remain with queries and questions that cannot be resolved by our booking teams.
To provide cover to support the Patient Access Manager in the daily management of local non-centralised administration staff.
To work with the Patient Access Manager in developing, supporting, improving amending and undertaking rota administration and co-ordination for the Directorate.
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.
We treat our patients and staff with the same compassion and empathy we expect for ourselves. We’re here for them when they need us, and we go above and beyond to meet their needs. This can be seen in ourWellbeing Programme for staff which is extensive and designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
We look forward to receiving your application and the start of your journey with UHSussex.
Detailed job description and main responsibilities
• To deliver a high quality, effective and flexible service in respect of the patient pathway from referral to treatment.
• Work closely with clinicians, nurses and all clinical staff to ensure that patients are actively managed through their pathways.
• To manage the patient’s pathway from triage, first outpatient appointment, through diagnostics, treatment planning and treatment, highlighting potential delays in the pathways to both Directorate Manager and Head of Booking & Clinical Administration Services, ensuring that all patients who are not on 18 week pathways also receive timely care and treatment.
• To identify extra capacity slots required by each Service, to meet national targets with identification of the correct staffing and skill mix required to treat the patient lists.
• Responsible for the knowledge management of the Patient Tracking List (PTL) for designated services on behalf of the Directorate.
• Being fully updated and aware of patient demand exceeding or diminishing in relation to current capacity and communication of the position to the Directorate Management Team, including the Patient Access Manager
• Responsible for the review of the outpatient, inpatient and day case waiting lists and the continuous monitoring of all patient pathways, patients on Urgent Suspected Cancer pathways, 18 week pathways and those awaiting planned care or who require regular follow up monitoring and review. This includes identifying blockages, bottlenecks in service delivery, a worsening treatment position and risk to patient from inadequate timescales to clinic availability.
• Ensuring adherence to Trust policies and procedures, in particular the Patient Access Policy. To recommend systems and processes which improve compliance to the policy.
• Collect and analyse data on appointment availability, DNA rates (did not attend) and waiting list times.
• Assisting in producing reports and presentations for senior management to inform planning and service improvements.
• To work closely with Patient Access Manager, Head of Booking and Clinical Administration Services and Directorate Manager(s) to develop and refine policies and procedures to ensure seamless management of the patient pathway from referral to treatment.
• Maintain up to date knowledge of all applicable targets and processes relating to the patient pathway and to be a point of reference within the directorate. To be the main link between the Directorate and Centralised Administration Teams and for patients, relatives and GPs where those queries cannot be resolved by the individual booking teams.
• Actively manage the service’s waiting lists and maintain a clear overview of all patients currently active in their pathway and to be able to produce, analyse and present information on this at all directorate meetings.
• Predict and prevent breaches of waiting time targets and delays due to problems in capacity, through liaison with clinicians. This includes highlighting performance risks and potential breaches to the Directorate Management team.
• Work with reception teams to ensure all outpatient clinic outcomes are recorded within 1 working day of the clinics.
• Ensure all diagnostics are booked within pathway target times.
• Maintain forward view of theatre lists and identify leave or lack of theatre availability and liaise with Inpatient booking team.
• Review all waiting lists and take appropriate action in working with “The Booking Hub” in the booking of outstanding patients.
• Work with the Booking Hub team leaders and booking appointments clerk in relation to correct adherence to the Patient Access Policy, ensuring all cancellations, DNA’s and patients affected by clinic changes are rebooked in an appropriate timely manner. Mobilise additional clinical capacity as required on behalf of the Directorate manager (s).
• Ensure the Service Level Agreements between Centralised Administration Services and the Directorate(s) are followed and maintained, escalating concerns to the Patient Access Manager and Directorate Manager.
• Provide advice and guidance to GP’s, Consultants, patients, carers, wards, in how to access their individual services in a timely manner, taking into account Urgent Suspected Cancer and 18 week rules and all Trust policies.
• Identify demand and capacity issues and to work with Directorate Manager (s) and Directorate staff to find a resolution to these issues.
• Analyse, investigate and resolve complex queries relating to the service.
• Keep up to date with relevant Patient Pathway guidance, Patient Access Policy, best practice and impending changes which could impact on the way of working.
• Providing support to the Directorate Manager, Patient Access Manager for the attendance at key meetings in regard to the access target and PTL list, as required.
• Be the first line of contact to respond to complaints received (for designated specialities), escalating unresolved or highly complex issues, trends and areas of concern to the Directorate Manager(s) to address with staff member, patient representative or patient.
• Co-ordinate all aspects of the services failsafe governance activities in conjunction with the management team.
• Provide cross cover of colleagues at times of annual leave and sickness to ensure a seamless service is provided.
• Collect, analyse and interpret statistical performance information relevant to service activity, and to provide this information to relevant interested parties e.g. the Directorate performance reviews.
• Provide specific information e.g. booking slots and utilisation.
• Highlight service risks to the Patient Access Manager and/or Directorate Manager and the Clinical Leads frequently and escalate if remedial action is not taken.
• Responsible for the maintenance of a number of information sources, in relation to projects.
• Hold working knowledge of all systems used relating to management of patients. This includes the Patient Access Modules on the PAS Systems and responsibility for learning new systems, as these are developed e.g. electronic patient record.
• Work closely with the failsafe team, relevant booking colleagues and clinicians to ensure all data entries on PAS correctly reflect the patient’s 18 week pathway status within their Directorate(s)
• Identify patterns of errors and training needs and highlight to the Performance and Assurance Manager
• Train new Directorate staff, designing and monitoring the induction programme for the individual, including conveying knowledge of the service performance and systems and processes within the Trust which contribute to this.
• Train and develop other Directorate staff as required in order to ensure data accuracy first time every time.
• The post holder will provide information, which supports the Patient Access Manager and the Directorate Manager (s) forecast annual capacity including demand planning.
• To provide information to the Directorate manager(s) and Patient Access Manager, which inform the development of business case(s).
• Responsible for subject access requests, plus any access into the services from overseas or private patients.
Person specification
Experience
* Experience of clinic maintenance, booking outpatient and inpatient appointments
* Able to deal with highly stressful situations in a calm and professional manner
* Experience of using the patient administration system
* Experience using trust BI reporting tool
Equality, Diversity & Inclusion
* Evidence of having championed diversity in previous roles (as appropriate to role).
* Evidence of having undertaken own development to improve understanding of equalities issues
Important information for applicants:
A Note on AI Use in Applications
We value the individuality and authenticity that each candidate brings to the application process. While AI tools are increasingly accessible, we strongly discourage their use in completing your application. Your responses should reflect your own voice, experiences, and motivations—elements that are essential to a fair and accurate evaluation.
Applications that rely heavily on AI-generated content may misrepresent your abilities and could result in your application being rejected. We encourage you to take the time to present your genuine self, as this helps us better understand your potential and ensures a transparent selection process.
Closing Adverts Early: In the event of exceptional interest, we may close adverts earlier than specified.
Some of our adverts are capped for a limited number of applications; therefore, the advert will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in the position to prevent you from missing out on applying for the opportunity.
Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.
DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check. We make offers in line with the Rehabilitation of Offenders Act 1975.
Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for the roles that meet the Visa and Immigrations eligibility criteria.For further information please visit the gov.uk website searching for Skilled Worker. It is your responsibility as the applicant to ensure that you meet this criteria.
UHSussex reserves the right to close the role early if we receive a high volume of applications
Further Information
For help with the application process for Nursing vacancies, please email uhsussex.nursingteam@nhs.net.
For help with the application process for Non-Nursing vacancies, please email uhsussex.nonnursingteam@nhs.net.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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