Job summary
Waiting List Validator - 18 months fixed term with a view to become permanent
To work as part of a professional multi-skilled team in the Patient Access Centre, providing administration in all aspects of waiting list validation. Including contacting patients, processing their responses and liaising with clinical teams and other members of the Patient Access Centre to ensure the results are acted upon.
To ensure that patients are treated with courtesy, dignity and respect.
- To ensure the successful management of patients who are referred to the Trust while waiting for treatment within locally agreed access targets and policies
- To ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and Data Protection Act 1998. Amend or report inconsistencies of data as soon as possible
- To log responses and present summaries detailing the outcomes of patient contacts
Main duties of the job
- Making outbound calls to patients currently awaiting treatment
- Receiving and processing text communications from patients
- Recording and processing the responses of patients' communication in a timely manner
- Recording and presenting the results of the validation work
- Updating patients records with the trusts EPR to ensure data quality issues are resolved
- Maintaining a high standard of customer service
- Use of hospital systems to effectively support the management of the patient journey
- Managing pending lists in accordance with local policies and procedures
- Liaising with colleagues and clinical teams at all levels to ensure the patient journey is smooth and patient's responses are feedback where appropriate.
- To work in accordance with the Trust policies at all times
- Liaising with the performance and information team to ensure worklists are accurate and workflow is continuous
About us
The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT).
The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology.
We also cover a wide remit of reception areas for the Acute and Community hospitals, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT and Paignton Health and Wellbeing Centre.The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital.
The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year.
Why Work With Us
Job description
Job responsibilities
For full information on the job description and main duties of the role please read attached documents
Job description
Job responsibilities
For full information on the job description and main duties of the role please read attached documents
Person Specification
Qualifications and Training
Essential
- Minimum of 4 x GCSE A-C (including Maths and English) Or equivalent
- NVQ Administration Level 2 Or equivalent
- Excellent knowledge of computerised systems including PAS and Microsoft office tools
Desirable
- ECDL
- NVQ Business Administration Level 3
- Knowledge of PTL/IHCS
Knowledge and experience
Essential
- Customer service experience
- Administrative and clerical experience
- Excellent communication skills
- Clear and concise telephone manner
- Experience of working with computers
- Experience working with emails, spreadsheets and Microsoft packages
- Understanding the importance of maintaining confidentiality
- Experience of working with the public
- Experience working with NHS patient records
- Ability to work with speed and accuracy at all times, whilst maintain a logical approach to work
Desirable
- Previous NHS experience
- Previous Call Centre Experience
- Advanced excel knowledge and management of data within spreadsheets
- Experience of Netcall or other automated patient communication systems
Specific Skills
Essential
- Ability to maintain confidentiality
- Analytical skills
- Exceptional organisational and time management skills
- Ability to work under pressure
- Awareness of Equality and Diversity
- Strong analytical skills
- Ability to work with speed and accuracy, high levels of attention to detail
- Communicate effectively with patients, staff and visitors
- Organisational skills
- Coordination of waiting lists
- Ability to work under pressure
- Good interpersonal skills
- Mediation skills
- Telephone manner
- Attention to detail
Person Specification
Qualifications and Training
Essential
- Minimum of 4 x GCSE A-C (including Maths and English) Or equivalent
- NVQ Administration Level 2 Or equivalent
- Excellent knowledge of computerised systems including PAS and Microsoft office tools
Desirable
- ECDL
- NVQ Business Administration Level 3
- Knowledge of PTL/IHCS
Knowledge and experience
Essential
- Customer service experience
- Administrative and clerical experience
- Excellent communication skills
- Clear and concise telephone manner
- Experience of working with computers
- Experience working with emails, spreadsheets and Microsoft packages
- Understanding the importance of maintaining confidentiality
- Experience of working with the public
- Experience working with NHS patient records
- Ability to work with speed and accuracy at all times, whilst maintain a logical approach to work
Desirable
- Previous NHS experience
- Previous Call Centre Experience
- Advanced excel knowledge and management of data within spreadsheets
- Experience of Netcall or other automated patient communication systems
Specific Skills
Essential
- Ability to maintain confidentiality
- Analytical skills
- Exceptional organisational and time management skills
- Ability to work under pressure
- Awareness of Equality and Diversity
- Strong analytical skills
- Ability to work with speed and accuracy, high levels of attention to detail
- Communicate effectively with patients, staff and visitors
- Organisational skills
- Coordination of waiting lists
- Ability to work under pressure
- Good interpersonal skills
- Mediation skills
- Telephone manner
- Attention to detail
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.
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).
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).
