PTS Eligibility Advisor

Job summary

Given the demanding nature of this role, we are looking for someone with resilience and strong emotional intelligence who can handle challenging telephone conversations with composure, whilst remaining firm and fair under pressure.

You will be required to use your analytical skills to manage the eligibility appeals process from start to finish, spotting themes, sharing learning, and driving continuous improvements in eligibility procedures, communication and staff training.

As you will be partnering with external stakeholders such as ICB and acute trust colleagues, we are looking for a confident communicator who can deliver clear messaging with empathy, even when decisions are tough.

If you are someone who leads by example and brings out the best in others, we would encourage you to apply.

Main duties of the job

Can you lead with compassion and communicate consistently?

We are looking for an inspiring leader to manage our PTS Eligibility Team ensuring decisions are consistent, timely and fair for our patients.

You will develop an excellent knowledge of the NHS England Eligibility Criteria and will be able to interpret the information being provided by service users to determine whether the patient meets the criteria or not.

Leading the Eligibility team, you will need to ensure that colleagues respond to appeals consistently and that YAS have a common approach to determining eligibility.

Where issues of consistency arise, you will take corrective action to resolve.

You will be the escalation point for service users who may not have accepted the support and signposting offered by colleagues. As such you will be very experienced in dealing with challenging situations, remaining calm and compassionate under pressure whilst maintaining a consistent approach to your handling of such escalations.

You will build relationships with Acute Trust staff in order to be able to support online users to understand the need for the assessment, and to enable them to apply the criteria robustly and fairly.

You will work closely with ICB colleagues who are involved in the appeals process, seeking to understand, support and guide as required or escalating or responding to concerns either related to individuals or processes.

About us

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.

We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.

We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.

Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.

Benefits:

• Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)
• 27 days annual leave, increasing to 33 with service.
• Contributory Pension.
• NHS Discounts including shops, restaurants, gyms etc.
• Car lease and other salary sacrifice schemes.
• Dedicated employee assistance and counselling service.
• Opportunities for research participation, career progression and ongoing development.
• Well respected, committed and supported staff networks for our workforce.

Our values: Kindness, Respect, Teamwork and Improvement, are at the heart of all we do.