Liverpool University Hospitals NHS Foundation Trust
Patient Access Clerk
The closing date is 28 October 2025
The post holder will be part of a team responsible for providing a dedicated and comprehensive administration and reception service for Outpatients within the Trust using partial and full booking processes.
They will act as the first point of contact for all Outpatient enquiries from internal and external customers at all levels.
A significant responsibility is to accurately record information using relevant Trust paper and computer based systems.
Please note that applications that appear to be AI generated will not be considered.
Main duties of the job
Patient Access Services are looking to recruit 1 full time Patient Access Clerk on a permanent basis for our busy team.
Applicants will be well‑motivated and flexible individuals who can work on their own initiative, an efficient team player who can work to deadlines in a demanding environment and portray a professional image at all times.
They will be expected to provide an effective customer focused service and demonstrate confident communication and interpersonal skills.
The duties may include routine reception duties, preparation of medical notes for outpatient clinics and booking of outpatient 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 position at 37.5 hours per week (08:30 - 17:00 Monday to Friday)
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.
It serves a core population of around 630,000 people across Merseyside as well as providing 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 here https://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf
Follow us on Social Media:
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Twitter - @LUHFTcareers
Job responsibilities
The post holder is responsible for undertaking 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.
They must follow all the policies and procedures of the organisation.
* Booking of appointments
* Liaise with secretaries and admin departments regarding appointment booking, referral letters, etc.
* Using the PAS system to invite patients and book appointments as appropriate.
* Manage appointment slot issues in line with local/national standard operating procedures; refer any issues that jeopardise the 18‑week pathway to the line manager.
* Process and prioritise the scheduling of outpatient appointments based on clinical urgency and length of wait in accordance with departmental procedures, protocols and Trust policies.
* Receive and process telephone calls from relatives/carers of patients informing the Trust of the patient’s death and amend PAS accordingly, handling sensitive situations.
* Telephone patients to negotiate convenient outpatient appointments or to receive calls from patients/relevant others regarding booking, changing or cancelling appointments.
* Inform appropriate consultant, directorate, or secretarial staff of patients who have cancelled their appointment inappropriately.
* Update demographic details and make necessary changes on the PAS system.
* Contact GP practices/other hospitals for validation of patient demographic details and to obtain information such as NHS number.
* In accordance with Trust procedures, open suspended clinics, add on patients and re‑suspend clinic ensuring appropriate comments are recorded on PAS.
* On authorisation of the consultant/clinician, overbook clinics ensuring authority to do so is recorded on PAS and proactively fill cancelled appointment slots.
* 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 or 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 register patients on the system.
* Distribute tea/coffee vouchers where appropriate on instruction from clinical staff.
* 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, taking appropriate action or referring to the appropriate person.
* Attempt to diffuse difficult situations with angry or distressed patients/visitors and, if unable, 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 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, booking appointments, completing appointment cards, recording patient in register for diabetes and LMC only, producing 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 into the 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 match the PAS system; refer to General Office if discrepancies arise.
* 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 GCSEs 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 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
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