Job summary
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 MYHT.
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.
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 members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield).
Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation.
We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion.
As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers, car lease and home electronics schemes, working carers support, carer-friendly policies, and more.
If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
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, File Tracker, Medisoft, Aqua, 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.
Please see attached Job Description for the Person Specification which details the essential criteria needed to apply for the role.
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, File Tracker, Medisoft, Aqua, 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.
Please see attached Job Description for the Person Specification which details the essential criteria needed to apply for the role.
Person Specification
Qualifications
Essential
- Please click 'apply now' to view full person specification (there is no obligation to submit an application)
Person Specification
Qualifications
Essential
- Please click 'apply now' to view full person specification (there is no obligation to submit an application)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
