Deputy patient access manager

Haywards Heath
University Hospitals Sussex NHS Foundation Trust
Manager
Posted: 22h ago
The role

Job overview

****** THIS POSITION IS ONLY OPEN TO CURRENT UNIVERSITY HOSPITALS NHS FOUNDATION TRUST EMPLOYEES ******

Urology Haywards Heath is recruiting a Deputy Patient Access Manager to assist in delivering a high quality, effective and flexible administrative service. This vital role will support the Patient Access Service Manager in working towards the achievement of Patient Access and Cancer Treatment targets for the service.

The post-holder will be responsible for the day to day delivery of an efficient and structured out-patients service in a very busy Urology investigations and treatment unit, actively monitoring the flow of patients into clinics within set timescales, flexibly dealing with peaks in activity to meet demand including maintaining data to support the continual review of our service provision. They will have direct line management of Cancer booking, managing workloads, performing annual appraisals and proactively dealing with HR issues in line with Trust Policy.

The post-holder will need to have extensive experience in booking procedures, and a broad understanding of cancer targets and the 18 week referral to treatment pathway. A proven track record of change management and experience in line managing a team are also essential.

You should be able to work well under pressure in challenging conditions with good attention to detail and effective organisational skills. You will also be experienced in managing your own workload, multi-tasking, adhering to tight timescales and working autonomously to deal with the changing capacity and demand needs of the service.

Main duties of the job

Main Duties include: Managing the patient’s pathway from triage, first outpatient appointment, through diagnostics, treatment planning and treatment, highlighting potential delays in the pathways to Patient Access Service Manager, so they can escalate to Directorate Management, ensuring that all patients on a cancer pathway receive timely care and treatment. Also reviewing and proactively managing the routine patient workload.

Responsible for the review of the outpatient waiting lists and the continuous monitoring of patient pathways, both patients on the Cancer Pathway or routine 18 week pathways . This includes identifying blockages, bottlenecks in service delivery, a worsening treatment position and risk to patients 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.

Liaising with the team leaders and booking appointments clerks to ensure adherence to Cancer Targets and the Patient Access Policy, ensuring all cancellations, DNA’s and patients affected by clinic changes are rebooked in an appropriate timely manner. Escalate insufficiencies in capacity and mobilise additional clinical capacity as required on behalf of the Directorate manager.

Responsible for the day-to-day line management of administrative staff in line with Trust policies and procedures.

Working for our organisation

At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. 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 3) and a Veteran Aware Trust.
Candidate Pack

Detailed job description and main responsibilities

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

Role Summary

This role is a key member of the administration management team, working towards the achievement of key targets for the Urology Directorate

The post holder will be responsible to the Patient Access Service Manager and will work within the Trusts patient access policy to deliver high quality, effective and flexible patient access, clerical and administrative services.

They will also be responsible for the line management of the administrative Cancer booking staff. This will include the allocation of work, training and development, staff appraisal and recruitment and selection.

Key Working Relationships

Internal:

Operational Managers

Patient Access Managers

Senior Management Team

Team Members and colleagues within Directorates especially Consultant body and Clinical Nurse Specialists

Diagnostic teams

Main Duties and Responsibilities

Communication

  • Contribute to meetings for the area of expertise and up-to-date knowledge of service performance in a clear, concise manner, which include both recommendations for issue resolution and corrective action.
  • Lead by example and demonstrates excellent communication and listening skills to staff and customers/patients, as the issues are often complex, highly sensitive and highly emotive as they involve waiting lists, time to treatment and delays to care, including cancellations.
  • Convey knowledge of Cancer Targets and the Patient Access Policy to a range of staff including doctors, administration teams, nurses and management representatives, and others as required e.g. Commissioners and GPs. Ensure that confidentiality is maintained at all times and that staff adhere to the Data Protection Act, Freedom of Information Act and the Caldicott Principles, especially as patient records are commonplace.

    • Service Delivery and Improvement

  • 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 Patient Access Manager, so they can escalate to Directorate Management.
  • To check and report on triaging of new referrals to ensure that the service meets booking targets, ensuring that patients are booked appropriately and equitably.
  • To identify extra capacity slots required by each Service, to meet national cancer 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 Service Manager
  • Responsible for the review of the outpatient, inpatient and day case waiting lists and the continuous monitoring of all patient pathways, both patients on 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 National Cancer Targets and the Patient Access Policy. To recommend systems and processes which improve compliance to the policy.
  • Minimising clinic cancellations by ensuring a 6 week look forward of consultant availability is tracked to the clinic templates available, therefore avoiding late cancellations and where possible, arranging alternative availability.
  • To work closely with Patient Access Service Manager and Directorate Management 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.
  • Actively manage the service’s waiting lists and maintain a clear overview of all patients currently active in their pathway.
  • 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 including the Patient Access Service Manager
  • Ensure outpatient utilisation is on target by analysing the look forward reports and taking appropriate action with the clinicians.
  • 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.
  • Review all waiting lists and take appropriate action in working with the Patient Access Clerks in the booking of outstanding patients.
  • Work with the Breast Unit Booking Hub Staff 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).
  • 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 Patient Access Service Manager for the attendance at key meetings in regard to the access target and PTL list, as required.

    • People Management and Development

  • Assist Patient Access Service Manager in training of new 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.
  • Responsible for the day-to-day line management of administrative staff in line with Trust policies and procedures.
  • To maintain accurate annual leave and sickness records on behalf of the Patient Access Service Manager.
  • To offer support and guidance through training and regular 1:1s with administration staff.

    • Learning and Development

  • Attend mandatory training updates as required.
  • Undertake training as necessary in line with the development of the post and as agreed with the line manager as part of the personal development process.
  • Achieve and demonstrate agreed standards of personal and professional development within agreed timescales.
  • Identify own learning needs and jointly plan training requirements with your line manager
  • Participate in the Trust’s appraisal process to discuss how your role will help deliver the best possible care to our patients and help to deliver any changes in service.

    • This job description is an outline of the role and responsibilities. From time to time due to the needs of the service, we may ask you to flexibly undertake other duties that are consistent with your role and banding, including project work, internal job rotation and absence cover.

    The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and the organisation.

    Vision and values

    Our vision is to deliver Excellent Care Everywhere.

    All our efforts to do this are underpinned by our values:

  • We are compassionate: we communicate and act kindly
  • We are inclusive: our teams work collaboratively
  • We are respectful: we behave professionally

    • Our vision and values are extremely important to us and we expect everyone who works at University Hospitals Sussex in any capacity to share and uphold them.

    Our strategic ambitions

    We have five important ambitions that will help us deliver Excellent Care Everywhere. These are:

    1.Providing excellent care for our patients – fast, fair, high-quality care

    2.Providing excellent care for our people – supporting all our colleagues to be their best

    3.Providing excellent care for our communities – helping local people live well and thrive

    4.Providing excellent care for our future – being ready for the word ahead.

    5.Providing excellent care together – becoming one UHSussex, united for success

    Safeguarding children and vulnerable adults

    UHSussex is committed to safeguarding and promoting the welfare of children and adults and to protecting them from the risks of harm. The Trust recognises its responsibility to ensure that safe working conditions and systems are in place for staff working with children, looked after children, adults, and families in their care. Staff are required to comply with Trust policies on Safeguarding and to undertake the appropriate level of mandatory in-service training in this area.

    Equality, diversity and inclusion

    Inclusion and respect are core values at UHSussex, and we are committed to diversity and equality. This means treating colleagues and patients with professionalism, ensuring everyone feels welcome and included, valuing different backgrounds and experiences, and challenging inequalities.

    Having all our staff feel safe, supported, included and valued will lead to better care and outcomes for our patients – helping us deliver Excellent Care Everywhere.

    All staff have a duty to report any behaviours which contravene this to their managers.

    Person specification

    Experience/ Qualifications

    Essential criteria

  • NHS out-patient experience
  • Contact and/or visit to Unit prior to shortlisting
  • Educated to degree level or experience gained to equivalent level.

    • Desirable criteria

  • Working knowledge and expertise of Careflow
  • Knowledge of Patient Access Policy

    • Skills

    Essential criteria

  • Ability to communicate across a variety of platforms
  • Ability to plan, organise and prioritise own workloads.
  • Able to establish and maintain working relationships with colleagues from a variety of professional and organisational backgrounds.

    • Desirable criteria

  • Proven ability to train others of varying abilities
  • Knowledge of University Hospital Sussex Trust IT systems

    • People Management and Development

    Essential criteria

  • Effective leadership skills with the ability to manage and direct people

    • Desirable criteria

  • Experience of undertaking performance and development reviews
  • Experience of working with teams across sites

    • Equality, Diversity and Inclusion

    Essential criteria

  • 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

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