Job summary An exciting opportunity has arisen for a dynamic Team Leader to join Patient Access Services looking after the clerking/reception function. The position is permanent and although based on the Aintree site, Trust employees are contracted to work on any Trust site. Hours of work are Monday - Friday 08:30 - 17:00, however flexibility is required to cover the service outside of core hours. Main duties of the job The post holder is responsible as part of a team for providing and overseeing a dedicated and comprehensive clerical and reception service for Outpatients within the Trust using Partial and Full booking processes. The post holder will act as support for the team for all Outpatient enquiries from internal and external customers at all levels. The post holder, while carrying out their own and overseeing their teams' duties, will work to defined departmental procedures to maximise effective use of clinic capacity and help ensure that the Trust meets local and national waiting times and booking targets. The post holder will make sure they and their team undertake reception duties in a pleasant, tactful and understanding manner, communicating professionally and effectively with patients, visitors and clinic personnel. They will also ensure that patients and visitors, who may at times be distressed, are dealt with in a sensitive and caring manner. The post holder will work in a very active and busy environment requiring a consistently high standard of performance and excellent attention to detail. A significant responsibility of the role is to accurately record information using relevant Trust paper and computer based systems. The post holder is responsible for supporting the Administration Manager in the achievement of local and national targets About us Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital. We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients. UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West. Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services. For roles at Liverpool Women's, visit their careers page. Date posted 13 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 287-DSS-565-24 Job locations Aintree Hospital Lower Lane Aintree, Liverpool L9 7AL Job description Job responsibilities The post holder shall, as necessary, provide cover for and undertake duties of absent colleagues and ensure that staff absences are reported to their line manager. The post holder will be responsible for the annual leave diary for their team, ensuring adequate cover to support business requirements and reporting any shortfalls to their line manager in a timely manner. The post holder and his/her team will be responsible for :- Ensure reception duties are carried out in a professional, pleasant, tactful and understanding manner and that Patient Access Clerks greet patients, check their demographic details, update the Patient Administration System (PAS) with relevant changes and help them with any enquiries / problems they may have. Ensure that Patient Access Clerks book required follow-up appointments or discharge Patients as required, in-line with Trust Policy and Procedures. Ensure that Patient Access Clerks arrange and book any interpreters required. Ensure Patient Access Clerks issue travel expenses claim forms. Ensure Patient Access Clerks inform patients and visitors of any delays in clinic. The post holder shall follow, and ensure his/her team follow all the policies and procedures of the organisation. Independently co-ordinate and manage changes to clinics. Support Patient Access Clerks to ensure maintenance of the standards of service. Attend meetings as directed by Patient Access Officer/Co-ordinator. Participate and contribute to meetings to discuss improvements in own area. Prepare information required for meetings as necessary. Ensure a courteous, professional and efficient point of contact is provided to customers and service users both face to face and over the telephone. Ensure accurate and timely data input into PAS system. Ensure issues relating to the administrative function are reported immediately. Inform Patient Access Officer/ Co-ordinator of any changes that may affect procedures within the department Respond to escalated customer queries or concerns in an effective and professional manner. Ensure teams have clear and up to date knowledge of the rules and protocols of the service to ensure full and effective service delivery Work flexibly to ensure that the service operates effectively, including working across all Trust sites and across speciality boundaries. Report to your line manager any complaints or incidents that arise in relation to your area of work. Appraise appropriate staff and identify training requirements using the Staff Appraisal system used within the Trust. Respond to day to day staff issues. Ensure sickness and absence policy followed, monitor staff absence and perform return to work interviews as required. Complete relevant documentation and advise staff of sickness procedures. Develop the knowledge and skills of clerks through training and advice in relation to the systems, software and processes used within service. Support close co-operation and communications between teams and departments within own department and across the trust. Job description Job responsibilities The post holder shall, as necessary, provide cover for and undertake duties of absent colleagues and ensure that staff absences are reported to their line manager. The post holder will be responsible for the annual leave diary for their team, ensuring adequate cover to support business requirements and reporting any shortfalls to their line manager in a timely manner. The post holder and his/her team will be responsible for :- Ensure reception duties are carried out in a professional, pleasant, tactful and understanding manner and that Patient Access Clerks greet patients, check their demographic details, update the Patient Administration System (PAS) with relevant changes and help them with any enquiries / problems they may have. Ensure that Patient Access Clerks book required follow-up appointments or discharge Patients as required, in-line with Trust Policy and Procedures. Ensure that Patient Access Clerks arrange and book any interpreters required. Ensure Patient Access Clerks issue travel expenses claim forms. Ensure Patient Access Clerks inform patients and visitors of any delays in clinic. The post holder shall follow, and ensure his/her team follow all the policies and procedures of the organisation. Independently co-ordinate and manage changes to clinics. Support Patient Access Clerks to ensure maintenance of the standards of service. Attend meetings as directed by Patient Access Officer/Co-ordinator. Participate and contribute to meetings to discuss improvements in own area. Prepare information required for meetings as necessary. Ensure a courteous, professional and efficient point of contact is provided to customers and service users both face to face and over the telephone. Ensure accurate and timely data input into PAS system. Ensure issues relating to the administrative function are reported immediately. Inform Patient Access Officer/ Co-ordinator of any changes that may affect procedures within the department Respond to escalated customer queries or concerns in an effective and professional manner. Ensure teams have clear and up to date knowledge of the rules and protocols of the service to ensure full and effective service delivery Work flexibly to ensure that the service operates effectively, including working across all Trust sites and across speciality boundaries. Report to your line manager any complaints or incidents that arise in relation to your area of work. Appraise appropriate staff and identify training requirements using the Staff Appraisal system used within the Trust. Respond to day to day staff issues. Ensure sickness and absence policy followed, monitor staff absence and perform return to work interviews as required. Complete relevant documentation and advise staff of sickness procedures. Develop the knowledge and skills of clerks through training and advice in relation to the systems, software and processes used within service. Support close co-operation and communications between teams and departments within own department and across the trust. Person Specification Qualifications Essential Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent) Desirable ECDL, CLAIT or IBT qualification or be working towards one of these Experience Essential NHS Experience Demonstrable Health Records Experience Desirable Supervisory Experience Audit experience Demonstrable experience in dealing with the public particularly in stressful situations and ability to empathise and understand the needs of patients and visitors. Knowledge Essential Use of a Patient Administration System (currently IPM) Confidentiality awareness Skills Essential Ability to use own initiative with support Ability to work to deadlines Able to work with a range of professionals Ability to display attention to detail Team worker Excellent verbal and written communication manner Desirable Accurate Keyboard Skills Other Essential Flexible approach to work Good interpersonal approach Reliability and good attendance Present professional image Physically able to perform the duties of the post Ability to travel to any Trust site as required Person Specification Qualifications Essential Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent) Desirable ECDL, CLAIT or IBT qualification or be working towards one of these Experience Essential NHS Experience Demonstrable Health Records Experience Desirable Supervisory Experience Audit experience Demonstrable experience in dealing with the public particularly in stressful situations and ability to empathise and understand the needs of patients and visitors. Knowledge Essential Use of a Patient Administration System (currently IPM) Confidentiality awareness Skills Essential Ability to use own initiative with support Ability to work to deadlines Able to work with a range of professionals Ability to display attention to detail Team worker Excellent verbal and written communication manner Desirable Accurate Keyboard Skills Other Essential Flexible approach to work Good interpersonal approach Reliability and good attendance Present professional image Physically able to perform the duties of the post Ability to travel to any Trust site as required 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Liverpool University Hospitals NHS Foundation Trust Address Aintree Hospital Lower Lane Aintree, Liverpool L9 7AL Employer's website https://www.liverpoolft.nhs.uk/ (Opens in a new tab)