Job summary
We have a
number of vacancies within our Centralised Waiting list office team.
We are looking for friendly outgoing individuals with experience
working a in a busy demanding environment and experience working within
customer service. You will enjoy working as a member of a team and have
experience in communicating and working alongside a multi-disciplinary team.
Previous NHS knowledge and experience in managing waiting lists is
desirable as you will have a great deal of direct telephone contact with
patients and face-to-face contact with a wide range of internal and external
staff to support the smooth running of waiting list management at MYTT.
Excellent multi-tasking and organisational skills are essential
with an up-to-date knowledge of current NHS Access targets being desirable for
the post.
In addition to a flexible approach to working the post holder will
be required to work 5 over 7 days between 08:00 - 20:00 including evenings and
weekends.
Please note that this role is not on the Home Office list of occupations eligible for sponsorship under the Skilled Worker route.
Main duties of the job
Our Centralised Waiting List Office Clerks manage a number of waiting lists within specialties
operating Trust wide in accordance with Government Access Standards, NHS
Constitution and Trusts Patient Access Policy ensuring efficient and effective
use of theatre and procedure sessions.
They 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.
Our teams provide an information and communication link between the
patient and their elective admission to hospital.
You will be 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 are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ+ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Application guidance:We understand that more applicants are using AI technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. Its important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form.
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 a 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
theatre/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.
- To attend weekly meetings
with the Patient service manager to provide information for the control
tower meetings and also to discuss any capacity issues/shortfalls and
contribute to help identify a solution.
- Ensure that with effective
planning and organisation the theatre/procedure lists are utilised to
their maximum potential which requires taking in to account MSBOS
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,
theatre lists etc with regards intended procedures, specific kit
requirements, specific anaesthetic input to relevant staff Trustwide.
- Ensuring where required
appropriate funding is in place or authorised to allow the patient to
proceed to admission taking into account out of area patients.
- Identify,
attempt to resolve and pre-empt situations which may result in a breach of
access targets. Regularly analyse 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 eWinDip.
- 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 a 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
theatre/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.
- To attend weekly meetings
with the Patient service manager to provide information for the control
tower meetings and also to discuss any capacity issues/shortfalls and
contribute to help identify a solution.
- Ensure that with effective
planning and organisation the theatre/procedure lists are utilised to
their maximum potential which requires taking in to account MSBOS
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,
theatre lists etc with regards intended procedures, specific kit
requirements, specific anaesthetic input to relevant staff Trustwide.
- Ensuring where required
appropriate funding is in place or authorised to allow the patient to
proceed to admission taking into account out of area patients.
- Identify,
attempt to resolve and pre-empt situations which may result in a breach of
access targets. Regularly analyse 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 eWinDip.
- 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
Qualifications
Essential
- NVQ 2 Customer Care or equivalent experience
- Sound educational background 5 GCSEs Grade C or above
- ECDL or equivalent
Desirable
- NVQ 3 Business & Administration
Personal Attributes
Essential
- Confidence in own abilities
- Ability to establish effective working relationships
- Strong attention to detail and accuracy
- Self motivated
- Excellent communication skills
- Team worker
- Flexible approach to working arrangements
- Analytical skills
- Aptitude for problem solving
- Polite and friendly manner
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 & 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.
Skills & 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
- Computer literate - experience of using all Microsoft packages
Desirable
- Understanding of office practice and procedures
Person Specification
Qualifications
Essential
- NVQ 2 Customer Care or equivalent experience
- Sound educational background 5 GCSEs Grade C or above
- ECDL or equivalent
Desirable
- NVQ 3 Business & Administration
Personal Attributes
Essential
- Confidence in own abilities
- Ability to establish effective working relationships
- Strong attention to detail and accuracy
- Self motivated
- Excellent communication skills
- Team worker
- Flexible approach to working arrangements
- Analytical skills
- Aptitude for problem solving
- Polite and friendly manner
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 & 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.
Skills & 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
- Computer literate - experience of using all Microsoft packages
Desirable
- Understanding of office practice and procedures
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).
