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Mersey and West Lancashire Teaching Hospitals NHS Trust

About

Serving a population of over 618,000, with a workforce of around 10,500 dedicated and skilled staff, Mersey and West Lancashire Teaching Hospitals NHS Trust is one of the UKs largest Trusts.

The Trust provides a wide range of healthcare services at 5 hospitals and 16 community sites.

to people across St Helens, Knowsley, Halton, Southport, Ormskirk, parts of Liverpool and the surrounding areas.

As a Trust, our vision is to provide 5 Star Patient Care. We strongly believe that the communities we serve should have equal access to the highest standards of quality care, whilst being sensitive and responsive to the needs of individual patients. Every single member of staff plays a huge part in this, no matter what your role, you will make a difference and support the delivery of this vision. It is vital to our ongoing success that we all share the same aspiration, the same focus, and provide the same high standards right across the organisation and we can do this by focussing on 5 key areas.

· Care that is consistently high quality, compassionate, and provides the best possible experience for our patients and their families.

· Safety that is of the highest standards, where staff feel empowered to further improve services and reduce the risk of harm.

· Pathways that reduce variations in care to improve outcomes, whilst respecting the individual needs of patients.

· Systems that are efficient, user friendly and reliable. Drawing upon best practice to ensure our processes support the needs of our patients.

· Communication that is open and inclusive. Always showing patients, their families and our colleagues, the dignity and respect we would wish for ourselves.

Hear more about how our staff deliver 5 Star Patient Care at the following link: https://cli.re/KxP94Q

Our valued workforce is recognised for their expert skills and talents, with our teams winning national awards on a regular basis. Mersey and West Lancashire Teaching Hospitals NHS Trust is the only acute Trust in Cheshire and Merseyside, and one of the few in England, to achieve the rating of OUTSTANDING by the Care Quality Commission.

Our Values

Underpinning our vision are the norms, rituals and expected behaviours within the Trust. Or in other words, our behaviours, and values at work.

Following extensive engagement with staff across the Trust, our Trust values were developed and embedded into the organisation. They are the essence of what Team MWL stands for:

· We are KIND

· We are OPEN

· We are INCLUSIVE

To hear more about our Trust values, follow the link: https://cli.re/emXwj9

Contact

Recruitment Team:
Email: [email protected]
Telephone: 0151 426 1600

Find out more

Jobs Website

Open

Ref: 409-7522947 Vacancy ID: 7522947

Access Booking Officer

Accepting applications until: 01-Mar-2026 23:59

Vacancy status: Open

Accepting applications until: 01-Mar-2026 23:59

Location

Site: Ormskirk Hospital
Town: Ormskirk
Postcode: L39 2AZ
Major / Minor Region: Merseyside

Contract type & working pattern

Contract: Fixed term: 12 months (maternity cover)
Hours: Part time - 27.5 hours per week (Monday Wednesday Thursday and Friday hours between 9.00 - 17.00)

Salary

Salary: £24,937 - £26,598 Per Annum pro rata
Salary period: Yearly
Grade: (NHS AfC: Band 3)

Specialty

Main area: Access

Interview date: 10/03/2026

After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.

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Patient Access & Coordination

Deliver a comprehensive inpatient and outpatient booking service, rotating across all areas of the Access Office to ensure full service coverage.
Act as a named point of contact for patients, relatives, carers, and clinical teams, providing clear and timely communication in person, by phone, in writing, or electronically.
Add patients accurately to waiting lists, ensuring all relevant clinical and administrative notes are recorded.
Provide patients with guidance relating to their admission, including 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.

Outpatient Booking & Referral Management

Manage all outpatient waiting lists and appoint patients from PTLs in line with Trust performance standards.
Register referral letters and ensure all referrals (including ERS) are directed to the correct consultant or clinic.
Book new and follow‑up appointments in accordance with departmental procedures and agreed timescales.
Manage clinic cancellations or reductions on PAS and ERS, ensuring patients are rebooked appropriately.
Maintain and update clinic templates in line with changes to medical rotas.
Oversee ERS appointments, including patient‑initiated cancellations, ASIs, and capacity escalations.
Manage partial booking lists and escalate issues to operational teams when required.
Process ward forms to ensure follow‑up appointments are arranged or escalated.
Record attendances retrospectively when patients are seen outside of clinic.

Communication & Patient Support

Handle patient enquiries with empathy, professionalism, and confidence, offering reassurance and clear information.
Support patients who may face communication barriers due to language, cultural differences, age, or additional needs, using tact and negotiation to agree suitable appointment or procedure dates.
Communicate sensitive or unpleasant information in a compassionate and supportive manner.

Performance, Compliance & Data Quality

Monitor waiting lists proactively, identifying and resolving issues that may lead to breaches of access targets.
Analyse waiting‑list data regularly and escalate capacity concerns promptly.
Ensure full compliance with two‑week‑wait standards for suspected cancer referrals.
Maintain high standards of data quality when inputting, extracting, and producing information across Trust systems.
Work within established policies, procedures, and escalation processes to support efficient, patient‑centred service delivery.

Teamwork, Training & Service Support

Work flexibly to support colleagues during periods of leave or increased service demand.
Assist with the training and induction of new staff, offering ongoing support with workload coordination.
Contribute to departmental meetings, providing updates on consultant activity and waiting‑time reductions.
Use Trust resources responsibly, ensuring minimal waste and cost‑effective working.
Attend weekly operational meetings to discuss capacity, provide updates, and support problem‑solving.
Generate and send all relevant letters and information leaflets for both paper and electronic referrals.
Manage shared email inboxes and main telephone lines on a rotational basis.

Professional Development

Maintain up‑to‑date mandatory training.
Participate in annual appraisal and agree a personal development plan aligned with Trust objectives.
Seek support from supervisors if challenges arise in meeting development goals.
Engage with opportunities for learning and development provided by the Trust.

Detailed job description and main responsibilities

KEY DUTIES

To provide a comprehensive inpatient and outpatient service to patients. The post will rotate through each of the areas within the access office to enable cover in all respects of the service.
To be named contact point liaising with patients, relatives and/or carers as well as medical representatives, GP’s, nursing staff, surgical team and support services to ensure the admission is appropriately planned and managed. This can be face to face, over the telephone, in writing or electronic.
Accurate addition of patients to the waiting list ensuring any relevant notes recorded.
To provide advice to patients with matters relating to their admission (pre and post operative guidance) and with regard to their position on the waiting list.
To plan multiple theatre/procedure lists up to six weeks in advance, using clinical knowledge, medical terminology and information to meet the patients’ 18-week, diagnostic, cancer and/or 28-day rescheduling targets.
Ensure that with effective planning and organisation the theatre/procedure lists are utilised to their maximum potential which requires taking in to account specific patient needs, cancelling/rescheduling patients, replacing short notice cancellations, liaising with the surgeon to ensure theatre list order considering all patient and theatre information.
Responsible for communicating information and changes relating to elective admissions, theatre lists etc with regards intended procedures, specific kit requirements, specific anaesthetic input to relevant staff Trustwide.
Ensuring where required appropriate funding is in place or authorised to allow the patient to proceed to admission.
Identify, attempt to resolve and pre-empt situations which may result in a breach of access targets. Regularly analyze waiting list information to ensure compliance with national waiting time standards and escalate in a timely manner any requirements for additional capacity to ensure patients are treated within waiting time standards.
To work flexibly according to the needs of the service including covering for colleagues during periods of leave.
Liase with Bed Manager in the case of patients being put on ‘stand-by’ or cancelled due to extraneous circumstances (i.e. bed unavailability.
Ensure that all patients are placed on galaxy (theatre system) as soon as patients’ booking is confirmed.
Ensure finalised theatre lists are forwarded to the respective secretaries for circulation allowing adequate preparation by theatres and sterile services in order to minimise cancellations (currently 48hours circulation)
With knowledge and understanding of the 18-week RTT and compliant/non-compliant pathways add patients to the waiting list ensuring correct linkage.
Responsible for appointing all patients from the PTLs and managing all Outpatient waiting lists to ensure accurate patient management, enabling the Trust to meet all of its performance targets.
Responsible for registration of referral letters, ensuring all referral letters and ERS referrals are directed to the appropriate Consultants and Clinics.
Responsible for booking all new and follow up appointments in accordance with departmental procedures.
Liaise directly with patients in relation to booking and agreeing outpatient appointments within the appropriate timescales.
Working under the direction of the operational management teams, when dealing with requests for clinic cancellations; will be responsible for managing the cancellation/reduction of the clinics on PAS and ERS, and the patient’s future appointments effectively and timely.
Responsible for all clinic template changes due to changes to Medical Rota’s.
Manage all appointments on the ERS system ensuring all new appointments which are cancelled by the patient, are discussed with the patient and the appointment either remade or discharged within the appropriate timescales.
Management of the ASI, ensuring the booking of appointment or escalating capacity issues to the appropriate operational team.
Responsible for managing partial booking lists and escalating any problems to the operational management teams/team leader.
Manage all ward forms, ensuring patients are booked for their follow-up appointment or escalate as required.
Retrospectively record all attendances outside clinic as per work instruction.
On rotation ensure the general access office email address is managed timely during the shift.
On rotation, allocated duties include answering the access and booking main telephone line for patient queries and booking.
Ensure compliance with the two week wait rule for all suspected cancer referrals.
The post holder will be required to undertake mandatory training and is responsible for keeping this training up to date.
The post holder will have an appraisal of performance each year and will be responsible for agreeing a development plan in line with the Trust’s PDR system in agreement with their manager or immediate supervisor. The development plan will be reviewed each year.
The Trust will provide assistance and agreed development to enable the post holder to achieve their objectives and standards in line with the development plan.
If the post holder feels he/she is not achieving their objective as agreed in the development plan they will bring it to the attention of their supervisor or manager at the earliest opportunity.
Prioritise own workload on a daily basis while recognising when it is appropriate to escalate to manager.
To understand, contribute, implement and apply knowledge of a relevant procedures and knowledge of how to resolve non-routine problems.
Assist in the training and induction of new staff and provide continuous support with regards to the co-ordination of their workload.
Participate in the cover of work colleagues during their absences or at other times when required.
Required to contribute to service/department meetings giving progress reports on activity for each consultant and reduction of wait times.
The post holder will support the line manager utilising the proper use of the Trust’s resources such as stationery, telephone usage, photocopying and other consumables in the course of business, ensuring minimal waste and minimal cost.
Responsible for data quality when maintaining, inputting, extracting and producing information (including information to patients) in the Trust’s multiple computer systems.
To use speed and accuracy with clinical and non-clinical information relating to patient care to ensure patient safety at all times.
To work under own initiative within approved policies, procedures, booking guidelines and escalation processes to make decisions to ensure efficient and patient centred service delivery.
To attend weekly meetings with the operational team to provide information for the access meetings and also to discuss any capacity issues/shortfalls and contribute to help identify a solution.
Responsible for the generation and sending of all letters and appropriate information leaflets, for both paper and electronic referrals booked through PAS and the ERS System and for partial booking invites.
To understand, contribute, implement and apply knowledge of a relevant procedures and knowledge of how to resolve non-routine problems.
Proactively engage with clinicians/GP’s/staff and patients to enable an effective patient flow through the pathway.
Receive and handle patient telephone enquiries in an empathic, reassuring, timely, appropriate and confident manner.
To overcome barriers on a daily basis in supporting patients that might not easily understand due to cultural or language differences, physical or mental special needs, or due to age. To use tact and persuasion to negotiate a mutually convenient date for a patients’ procedure when the may be upset or angry.
To communicate unpleasant news in a empathetic manner to patients, relative or carers over the telephone and provide reassurance at times of distress or when discussing issues of a sensitive nature.
Prioritise own workload on a daily basis while recognising when it is appropriate to escalate to manager.
To understand, contribute, implement and apply knowledge of a relevant procedures and knowledge of how to resolve non-routine problems.
Assist in the training and induction of new staff and provide continuous support with regards to the co-ordination of their workload.
Participate in the cover of work colleagues during their absences or at other times when required.
Required to contribute to service/department meetings giving progress reports on activity for each consultant and reduction of wait times.

Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.

Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.

The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.

Equality, Diversity, and Inclusion

We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular 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 (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.

If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact [email protected]

We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.

The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision-making process.

The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.

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)

Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click here to check your eligibility before applying for this post as we may be unable to provide sponsorship.

eVisa Update

For successful candidates on selected work and study visa routes, who have completed and paid for their applications will no longer receive a visa vignette in passport as evidence of their permission to enter the UK.

Instead, you will be issued with an eVisa only, which is accessed by creating a UKVI account.

Before travelling to the UK, we advise applicants to:

Create a UKVI account
Link their current passport
Access their eVisa straightaway to check all details. Incorrect information should be reported as soon as possible using the following link: https://www.gov.uk/report-error-evisa
Understand how to generate an eVisa share code

Disclosure and Barring Service Check

If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 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.

Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.

If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.

Flexible Working

We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:

All employees have the right to request flexible working from day one of employment.
There is no limit on the number of requests they can make.
Employees have the right to make requests, have them considered, regardless of the reason.

At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to also discuss flexible working options at interview stage.

Working for Team MWL

Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.

The Trust is a non-smoking across all our sites. Failure to follow this rule could lead to disciplinary action. For more information, see the Smoke Free NHS website.

You will be expected to undertake the Trusts' commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.

You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.

The Trust will not accept applications which are found to be AI generated and will check all applications against AI detection software.

Additional Information

Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.

An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.

Good luck with your application. We hope to welcome you to Team MWL very soon.

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Person specification

Qualifications

Essential criteria

ECDL or equivalent
NVQ 2 customer care or equivalent experience
5 GCSEs grade C or above

Desirable criteria

NVQ 3 business and admin

Knowledge & Experience

Essential criteria

Computer literate – experience of using Microsoft packages
Working within a multidisciplinary team
Experience of working in a customer service environment
Excellent communication skills to overcome barriers of understanding
Experience of collating data
Working in a demanding environment

Desirable criteria

Use of patient administrative systems
Experience of scheduling / coordination activities and/or resources.

Skills

Essential criteria

Excellent organisational skills
Able to work under pressure & to strict deadlines
Flexibility and able to adapt to change
Ability to work as a flexible and effective team member

Other

Essential criteria

To frequently sit and concentrate in a restricted position for a substantial proportion of the working time due to continuous exposure to VDU equipment, inputting information via a keyboard and using a telephone headset. Whilst using multiple computer systems at the same time.
To multi-task between activities with frequent interruptions and a need to leave one task immediately. Reprioritise your workload to resolve any unexpected issues