Patient Access Officer, Band 3

Patient Access Officer, Band 3

The closing date is 05 July 2026

30 hours per week

To provide administrative support to the Head & Neck admissions teams, including the booking of appointments for patients requiring surgical procedures into outpatient clinics and theatre lists. The role ensures patients are booked within Trust waiting time targets and that all clinic and theatre capacity is fully utilised.

• Contact patients for admission and negotiate appointments with patients wherever possible and any additional coordination of staff, equipment, stock, facilities, and paperwork.
• Using the PTL, book patients within clinical and trust waiting time targets and guidelines.
• Process cancellations and re-appoint patients observing trust waiting times.
• Ensure that patients are aware of their appointment dates and all relevant information.
• Fully utilise all clinic and theatre capacity and maintain a list of patients who are fit, willing and able to come in at short notice.
• Liaise with clinical staff and their secretaries regarding their waiting lists.
• Book investigations as requested by the clinical team, including negotiation of dates with the patients and creating correspondence if appropriate.
• Validate each patient’s pathway by checking and updating RTT codes.
• Regularly inform the Unit Coordinator about progress and flag any issues as a matter of urgency, for example capacity or delays due to internal or external factors, difficult queries from patients, etc.
• Support the development of improvements to working practices and processes and contribute to service reviews and the implementation of new arrangements.
• As directed, support the resolution of complaints or concerns from patients/carers by helping to collate information and working with the supervisor to respond or elevate appropriately.
• Work flexibly and pro‑actively as part of a team and ensure that the workload is shared equally, performed to an excellent, efficient and safe standard while adapting to the demands of the department/team as required.
• Cover colleagues during absences/annual/sick leave as directed by the Unit Coordinator. Job rotation for cross cover may also be required for development and training purposes.
• Undertake routine office duties including photocopying, faxing and filing of notes and correspondence and any other appropriate duties commensurate with the role.
• Liaise with relevant team members to ensure that any process changes run smoothly and efficiently.
• Work with the Elective Bookings Supervisor and Booking Coordinators as appropriate.

• Fully participate in the Trust’s appraisal system review and personal development planning process on an annual basis.
• Undertake training as necessary in line with the development of the post and as agreed with line manager as part of the personal development planning process.
• Achieve and demonstrate agreed standards of personal and professional development within agreed timescales.
• Contribute positively to the effectiveness and efficiency of the teams in which you work.
• Adhere to the Trust’s Kindness and Respect Policy.

There is no budgetary or supervisory responsibility with this post.

• Patients, relatives and/or carers.
• Consultants and their team.
• Nursing staff.
• Medical Secretaries.
• General Practitioners in Primary Care.
• Theatre management and administration.
• Day Surgery staff.
• Health Records staff.
• Elective Bookings Supervisor and Booking Coordinators.
• General management team.

• The applicant must be able to deal with a very stressful and challenging environment, including difficult or sensitive situations, aggressive or threatening behaviour, and use tact and diplomacy.
• Movement of medical notes may be required, ranging from one set of notes to bags weighing up to 10kg.
• Use of a Visual Display Unit (VDU) on a daily basis; the role requires sitting at the desk for a major part of the day.
• Dealing with sensitive and confidential information.
• The work pattern is unpredictable due to interruptions from telephone enquiries, emails, and visits from clinicians and external personnel.
• Priorities can change during the day.

• Educated to GCSE grade C or above (or equivalent) in literacy and numeracy.
• NVQ level three in administration or equivalent experience.

• Appropriate experience in a hospital or office environment.
• IT experience of Microsoft Office packages – computer literate with the ability to input, retrieve, and manipulate IT data.
• Understanding and previous experience in medical terminology or procedures.

• Personally resilient and able to manage complexity and work in an ambiguous or changing environment.
• Excellent presentational, communication and interpersonal skills.
• Good command and understanding of English, punctuation and grammar.
• Able to effectively and appropriately elevate concerns to reduce risk and promote patient safety.
• Proven…