Job summary
An opportunity has arisen at Mid Yorkshire Teaching Trust to join the well established Booking Team within the Endoscopy department. We are looking for a Full time Endoscopy Waiting List Clerk based at Dewsbury Hospital working Monday to Friday 9.00- 17.00
You will work within the Endoscopy Booking team based at Dewsbury & District Hospital within the Endoscopy Booking Team
Main duties of the job
To be a member of a professional team that provides
comprehensive, high quality endoscopy waiting list management services for the
Mid Yorkshire Teaching trust
To manage a number of waiting lists within Endoscopy
Trustwide in accordance with Government Access Standards, NHS Constitution and
Trusts Patient Access Policy ensuring efficient and effective use of theatre
and procedure sessions.
Exercise initiative and use independent judgement, knowledge
and analysis to book patients, dependent on their individual clinical needs,
their complexity and the appropriate case mix. Work in a demanding and
sometimes hostile environment dealing with complex and sensitive information on
a daily basis.
Provide an information and communication link between the
patient and their elective admission to hospital.
Responsible for decision-making with situations arising from
the duties and responsibilities described below to ensure an effective,
organised, comprehensive and efficient, high quality patient centred clerical
service.
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
Key Responsibilities
- To be named contact point
liaising with patients, relatives and/or carers as well as medical
representatives, GPs, 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.
- 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 an 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.
- 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
- Ensure
a high standard of customer service is provided at all times to all
service users in a helpful, courteous, empathetic, reassuring and
diplomatic manner.
- To plan multiple 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 of procedure lists are utilised to their maximum
potential which requires taking in to account BSG guidelines, specific
patient needs, cancelling/rescheduling patients, replacing short notice
cancellations, organising specific clinical staff, arranging enhanced care
beds and responsible for theatre list order taking into account all
patient and theatre information.
- Responsible
for communicating information and changes relating to elective admissions,
endoscopy lists etc with regards intended procedures, specific kit
requirements, specific anaesthetic input to relevant staff Trustwide.
- Identify,
attempt to resolve and pre-empt situations which may result in a breach of
access targets. Regularly analyze waiting list information from Enterprise
CaMIS and multiple Priority Treatment Lists (PTL) 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
Government waiting time standards.
- 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 data quality when maintaining, inputting, extracting and producing
information (including information to patients) in the Trusts 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. Computer systems used include Enterprise CaMIS, Open CaMIS, Microsoft
applications, Shared drives, ICE, Theatre Man, File Tracker, HealthView,
Medisoft, view and adhoc letters, Spine Portal, PTL and CITO.
- To handle sensitive and
confidential information on a daily basis taking in to account data
protection.
- Coordinate
the admission for patients with complex social or medical requirements or
those undergoing a planned sequence of care.
- 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
ensure specialty policies are implemented within own work area and to
contribute to suggested changes as required.
- To
ensure additional resources are booked as required by the patient to
ensure a safe admission and patient centred approach i.e. book transport
to ensure arrival on time, to arrange interpretation services for consent
purposes.
- Prioritise own workload on
a daily basis while recognising when it is appropriate to escalate to
manager.
- To multi-task between
activities with frequent interruptions and a need to leave one task
immediately. Reprioritise your workload to resolve any unexpected issues.
- To understand, contribute,
implement and apply knowledge of a relevant procedures and knowledge of
how to resolve non-routine problems.
- 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.
- Assist in the training and induction of new
staff and provide continuous support with regards to the co-ordination of their
workload.
- To work flexibly according to the needs of the
service including covering for colleagues during periods of leave.
Job description
Job responsibilities
Key Responsibilities
- To be named contact point
liaising with patients, relatives and/or carers as well as medical
representatives, GPs, 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.
- 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 an 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.
- 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
- Ensure
a high standard of customer service is provided at all times to all
service users in a helpful, courteous, empathetic, reassuring and
diplomatic manner.
- To plan multiple 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 of procedure lists are utilised to their maximum
potential which requires taking in to account BSG guidelines, specific
patient needs, cancelling/rescheduling patients, replacing short notice
cancellations, organising specific clinical staff, arranging enhanced care
beds and responsible for theatre list order taking into account all
patient and theatre information.
- Responsible
for communicating information and changes relating to elective admissions,
endoscopy lists etc with regards intended procedures, specific kit
requirements, specific anaesthetic input to relevant staff Trustwide.
- Identify,
attempt to resolve and pre-empt situations which may result in a breach of
access targets. Regularly analyze waiting list information from Enterprise
CaMIS and multiple Priority Treatment Lists (PTL) 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
Government waiting time standards.
- 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 data quality when maintaining, inputting, extracting and producing
information (including information to patients) in the Trusts 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. Computer systems used include Enterprise CaMIS, Open CaMIS, Microsoft
applications, Shared drives, ICE, Theatre Man, File Tracker, HealthView,
Medisoft, view and adhoc letters, Spine Portal, PTL and CITO.
- To handle sensitive and
confidential information on a daily basis taking in to account data
protection.
- Coordinate
the admission for patients with complex social or medical requirements or
those undergoing a planned sequence of care.
- 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
ensure specialty policies are implemented within own work area and to
contribute to suggested changes as required.
- To
ensure additional resources are booked as required by the patient to
ensure a safe admission and patient centred approach i.e. book transport
to ensure arrival on time, to arrange interpretation services for consent
purposes.
- Prioritise own workload on
a daily basis while recognising when it is appropriate to escalate to
manager.
- To multi-task between
activities with frequent interruptions and a need to leave one task
immediately. Reprioritise your workload to resolve any unexpected issues.
- To understand, contribute,
implement and apply knowledge of a relevant procedures and knowledge of
how to resolve non-routine problems.
- 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.
- Assist in the training and induction of new
staff and provide continuous support with regards to the co-ordination of their
workload.
- To work flexibly according to the needs of the
service including covering for colleagues during periods of leave.
Person Specification
Skills and Abilities
Essential
- Excellent organisational skills.
- Able to work under pressure & to strict deadlines.
- Able to work effectively across departmental boundaries.
- Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required.
- Demonstrate knowledge of dealing with public/conflict.
- Demonstrate a caring manner with an understanding disposition.
- High standard of accuracy.
- Flexibility and able to adapt to change.
Experience
Essential
- Working within a multidisciplinary team.
- Experience of working in a customer service environment.
- Excellent communication skills to overcome barriers of understanding
- Working in a demanding environment.
- Experience of collating data.
- Ability to organise self, working to deadlines and ensuring quality standards.
- Experience of scheduling / coordination activities and/or resources.
Desirable
- Waiting list management experience.
- Knowledge of NHS standards and targets.
- Use of Patient Administration System.
- Communication with patients in a healthcare setting.
- Work with computer software programmes such as Microsoft, PAS, ICE, Medisoft, Theatreman.
Knowledge and Awareness
Essential
- Understanding of current challenges facing the NHS locally and nationally.
- Knowledge of the Data Protection Act and awareness of confidentiality.
- Awareness of own limitations.
Qualifications
Essential
- Computer literate experience of using all Microsoft packages.
- NVQ 2 Customer Care or equivalent experience.
- Sound educational background 5 GCSEs Grade C or above.
- ECDL or equivalent.
Desirable
- NVQ 3 Business & Administration.
Person Specification
Skills and Abilities
Essential
- Excellent organisational skills.
- Able to work under pressure & to strict deadlines.
- Able to work effectively across departmental boundaries.
- Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required.
- Demonstrate knowledge of dealing with public/conflict.
- Demonstrate a caring manner with an understanding disposition.
- High standard of accuracy.
- Flexibility and able to adapt to change.
Experience
Essential
- Working within a multidisciplinary team.
- Experience of working in a customer service environment.
- Excellent communication skills to overcome barriers of understanding
- Working in a demanding environment.
- Experience of collating data.
- Ability to organise self, working to deadlines and ensuring quality standards.
- Experience of scheduling / coordination activities and/or resources.
Desirable
- Waiting list management experience.
- Knowledge of NHS standards and targets.
- Use of Patient Administration System.
- Communication with patients in a healthcare setting.
- Work with computer software programmes such as Microsoft, PAS, ICE, Medisoft, Theatreman.
Knowledge and Awareness
Essential
- Understanding of current challenges facing the NHS locally and nationally.
- Knowledge of the Data Protection Act and awareness of confidentiality.
- Awareness of own limitations.
Qualifications
Essential
- Computer literate experience of using all Microsoft packages.
- NVQ 2 Customer Care or equivalent experience.
- Sound educational background 5 GCSEs Grade C or above.
- ECDL or equivalent.
Desirable
- NVQ 3 Business & Administration.
Additional information
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).
