The Shrewsbury and Telford Hospital NHS Trust
Support Services Manager Patient Access * INTERNAL ONLY *
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Job Overview
We are seeking an experienced and motivated leader to oversee our outpatient booking services, ensuring patients receive timely, efficient, and high-quality access to care.
This role is responsible for the day-to-day management of booking teams, maintaining performance against key access standards (including RTT and cancer pathways), and ensuring clinics are utilised effectively. You will work closely with clinical and operational colleagues to resolve capacity challenges, improve patient flow, and enhance overall service efficiency.
You will lead on waiting list management, data quality, and service performance, using insight and reporting to drive improvements in utilisation, DNA rates, and booking turnaround times. The role also plays a key part in supporting service transformation, including the implementation of digital solutions and new ways of working.
As a visible leader, you will support and develop staff, ensure consistent and compliant booking processes, and contribute to the ongoing improvement of patient experience across outpatient services.
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Main Duties of the Job
This role involves leading a small team and making sure daily work runs smoothly.
- You will help staff do their jobs well, support patients by keeping their appointments and information accurate, and solve problems as they arise.
- You will make sure rules, safety standards, and good working practices are followed.
- You will look for ways to improve how the service works and support staff to learn and develop.
- You will also help monitor performance, manage resources, and share important updates with the team.
Our Poppy’s Promise Commitment
We believe that compassionate care sits at the heart of everything we do. Every member of our team — clinical or non-clinical — plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.
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We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising individual needs, feelings, and circumstances of those in our care.
Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a meaningful way, and respond to concerns with patience and understanding.
By joining our team, you are committing to uphold these values — ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.
For full duties and responsibilities please see the attached document entitled "Candidate Job Pack"
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