# Patient Access Officer, Band 3 > NHS job listing from Job Clerk for Gloucestershire Hospitals NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/patient-access-officer-band-3/e29aabf7-2640-4e97-93d4-d545dbc2c890 - **Markdown:** https://www.jobclerk.com/job/patient-access-officer-band-3/e29aabf7-2640-4e97-93d4-d545dbc2c890.md ## Summary - **Status:** Live - **Employer:** Gloucestershire Hospitals NHS Foundation Trust - **Town:** Cheltenham - **Region:** South West - **Country:** England - **Profession:** Administrative and IT - **Grade:** Band 3 - **Salary:** £25,760 - £27,476 (pa pro rata if part-time) - **Contract type:** Permanent - **Employment type:** Part time - 30 hours per week - **Closing date:** 2026-07-05T23:59:00.000Z - **Posted:** 2026-06-19T14:21:16.654Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Gloucestershire/Gloucester/Gloucestershire_Hospitals_NHS_Foundation_Trust/Head_Neck/Head_Neck-v8098771 - **Application URL:** https://apps.trac.jobs/job-advert/8098771?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.gloshospitals.nhs.uk ## Job Content ### Job overview Head & Neck, Band 3, Patient Access Officer 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. To ensure patients are booked within Trust waiting time targets and to ensure all clinic and theatre capacity is fully utilised. ### Main duties of the job - Contact patients for Admission and negotiate appointments - Book patients within clinical and trust waiting time targets - Process cancellations and re-appoint patients - Fully utilise all clinic & theatre capacity - Liaise with clinical staff - Booking investigations as requested by the clinical team, including negotiation of dates with the patients - Validate each patient’s pathway by checking and updating RTT codes - Regularly informing the Unit Coordinator about progress and flagging up as a matter of urgency any issues - 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 work with the supervisor to respond or escalate appropriately. - To work flexibly and pro-actively as part of a team while adapting to the demands of the department/team as required. - To cover colleagues during absences/annual/sick leave as directed by the Unit Coordinator - To undertake routine office duties - To liaise with relevant team members to ensure that any process changes run smoothly - To work with the Supervisor and Booking Coordinators as appropriate ### Detailed job description and main responsibilities Key Responsibilities - Contact patients for Admission and negotiate appointments with patients wherever possible and any additional co-ordination 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 & theatre capacity and maintaining a list of patients who are fit, willing and able to come in at short notice. - Liaison with clinical staff and their secretaries regarding their waiting lists. - Booking 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 informing the Unit Coordinator about progress and flagging up as a matter of urgency any issues, 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 work with the supervisor to respond or escalate appropriately. - To work flexibly and pro-actively as part of a team and ensure that the workload is shared out equally and performed to excellent, efficient and safe standards while adapting to the demands of the department/team as required. - To cover colleagues during absences/annual/sick leave as directed by the Unit Coordinator. You may also be required to undertake job rotation for cross cover as well as for development and training purposes. - To undertake routine office duties including photocopying, faxing and filing of notes and correspondence and any other appropriate duties commensurate with the role, as required at the request of your line manager. - To liaise with relevant team members to ensure that any process changes run smoothly and efficiently. - To work with the Elective Bookings Supervisor and Booking Coordinators as appropriate. Professional Development, Education and Training - 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 he/she works. - To adhere to the Trust’s Kindness and Respect Policy. Management and Leadership There is no budgetary or supervisory responsibility with this post. Communications and Working Relationships - Patients, relatives and / or carers. - Consultants and their team - Nursing staff - Anaesthetists - Medical Secretaries - General Practitioners in Primary Care - Outpatient staff - Theatre management and administration - Day Surgery staff - Health Records staff - Unit Coordinator - Elective Bookings Supervisor and Booking Coordinators - General management team General Working Conditions - The applicant will need to be able to deal with a very stressful and challenging environment. At any time, staff could be faced with difficult or sensitive situations, aggressive or threatening behaviour and need to use tact and diplomacy. - Movement of medical notes may be required This can range from one set of notes to bags weighing up to 10kg - Use of Visual Display Unit (VDU) on a daily basis (Workstation assessments undertaken), will be sitting at the desk for a major part of the day. - Dealing with sensitive and confidential information - The work pattern in unpredictable due to interruptions from telephone enquiries, emails, visits from clinicians and external personnel. - Priorities can change during the day. ## Job Details Head & Neck, Band 3, Patient Access Officer 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. To ensure patients are booked within Trust waiting time targets and to ensure all clinic and theatre capacity is fully utilised. ## Job Description - Contact patients for Admission and negotiate appointments - Book patients within clinical and trust waiting time targets - Process cancellations and re-appoint patients - Fully utilise all clinic & theatre capacity - Liaise with clinical staff - Booking investigations as requested by the clinical team, including negotiation of dates with the patients - Validate each patient’s pathway by checking and updating RTT codes - Regularly informing the Unit Coordinator about progress and flagging up as a matter of urgency any issues - 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 work with the supervisor to respond or escalate appropriately. - To work flexibly and pro-actively as part of a team while adapting to the demands of the department/team as required. - To cover colleagues during absences/annual/sick leave as directed by the Unit Coordinator - To undertake routine office duties - To liaise with relevant team members to ensure that any process changes run smoothly - To work with the Supervisor and Booking Coordinators as appropriate ## Responsibilities Key Responsibilities - Contact patients for Admission and negotiate appointments with patients wherever possible and any additional co-ordination 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 & theatre capacity and maintaining a list of patients who are fit, willing and able to come in at short notice. - Liaison with clinical staff and their secretaries regarding their waiting lists. - Booking 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 informing the Unit Coordinator about progress and flagging up as a matter of urgency any issues, 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 work with the supervisor to respond or escalate appropriately. - To work flexibly and pro-actively as part of a team and ensure that the workload is shared out equally and performed to excellent, efficient and safe standards while adapting to the demands of the department/team as required. - To cover colleagues during absences/annual/sick leave as directed by the Unit Coordinator. You may also be required to undertake job rotation for cross cover as well as for development and training purposes. - To undertake routine office duties including photocopying, faxing and filing of notes and correspondence and any other appropriate duties commensurate with the role, as required at the request of your line manager. - To liaise with relevant team members to ensure that any process changes run smoothly and efficiently. - To work with the Elective Bookings Supervisor and Booking Coordinators as appropriate. Professional Development, Education and Training - 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 he/she works. - To adhere to the Trust’s Kindness and Respect Policy. Management and Leadership There is no budgetary or supervisory responsibility with this post. Communications and Working Relationships - Patients, relatives and / or carers. - Consultants and their team - Nursing staff - Anaesthetists - Medical Secretaries - General Practitioners in Primary Care - Outpatient staff - Theatre management and administration - Day Surgery staff - Health Records staff - Unit Coordinator - Elective Bookings Supervisor and Booking Coordinators - General management team General Working Conditions - The applicant will need to be able to deal with a very stressful and challenging environment. At any time, staff could be faced with difficult or sensitive situations, aggressive or threatening behaviour and need to use tact and diplomacy. - Movement of medical notes may be required This can range from one set of notes to bags weighing up to 10kg - Use of Visual Display Unit (VDU) on a daily basis (Workstation assessments undertaken), will be sitting at the desk for a major part of the day. - Dealing with sensitive and confidential information - The work pattern in unpredictable due to interruptions from telephone enquiries, emails, visits from clinicians and external personnel. - Priorities can change during the day. ## Person Specification ### Qualities **Essential** - Enthusiastic and self-aware - Creative and Flexible - Resilient under pressure - Team focused - Reliable, Adaptable and Dependable ### Experience **Essential** - 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. **Desirable** - Understanding and previous experience in medical terminology / procedures ### Qualifications **Essential** - Educated to GCSE grade C or above (or equivalent) in literacy and numeracy - NVQ level three in administration or equivalent experience ### Knowledge / Skills **Essential** - 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 appropriate escalate concerns to reduce risk and promote patient safety - Proven organisational skills - Ability to concentrate where work pattern is unpredictable and there are frequent interruptions - Self-motivated and able to work under own initiative and prioritise workload **Desirable** - Knowledge and awareness of health and safety issues, risk management, and data protection act ## Documents - [why work for us - rewards and benefits (pdf, 3.7mb)](https://www.healthjobsuk.com/documents?edoc=2952) - [job description and person specification (docx, 102.5kb)](https://www.healthjobsuk.com/documents?vdoc=10392688) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.