Waiting List Clerk - Dewsbury, United Kingdom - Mid Yorkshire Teaching NHS Trust

Description

Job summary

We have 2 exciting vacancies to cover Maternity Leave, one will be until December 2024 and 1 will extend until March 2025.

We are looking for friendly outgoing individuals with experienceworking a in a busy demanding environment and experience working withincustomer service. You will enjoy working as a member of a team and haveexperience in communicating and working alongside a multi-disciplinary team.

Previous NHS knowledge and experience in managing waiting lists isdesirable as you will have a great deal of direct telephone contact withpatients and face-to-face contact with a wide range of internal and externalstaff to support the smooth running of waiting list management at MYHT.

Excellent multi-tasking and organisational skills are essentialwith an up-to-date knowledge of current NHS Access targets being desirable forthe post.

In addition to a flexible approach to working the post holder willbe required to work 5 over 7 days between 08:00 - 20:00 including evenings andweekends.

Main duties of the job

Our Centralised Waiting List Office Clerks manage a number of waiting lists within specialtiesoperating Trust wide in accordance with Government Access Standards, NHSConstitution and Trusts Patient Access Policy ensuring efficient and effectiveuse of theatre and procedure sessions.

They exercise initiative and use independent judgement, knowledgeand analysis to book patients, dependent on their individual clinical needs,their complexity and the appropriate case mix. Work in a demanding andsometimes hostile environment dealing with complex and sensitive information ona daily basis.

Our teams provide an information and communication link between thepatient and their elective admission to hospital.

You will be responsible for decision-making with situations arising fromthe duties and responsibilities described below to ensure an effective,organised, comprehensive and efficient, high-quality patient centred clericalservice.

About us

We provide care and support to over half a millionpeople in Wakefield and Kirklees in their homes, in community settings andacross our three hospital sites at Pontefract, Dewsbury and Pinderfields (inWakefield).

Always striving for excellence, we are at theforefront of innovation and research and we invest in teaching and thedevelopment of our workforce.

We live by our values of caring, improving, beingrespectful and maintaining high standards. We listen and learn because we aimto make Mid Yorkshire the best place to work and the best place to receive care.

We have a clear vision, and you could be part ofthis If you share our values and you want to make a difference to the lives ofour patients and their families and carers, we would love to hear from you.

Job 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 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 ofthe working time due to continuous exposure to VDU equipment, inputtinginformation via a keyboard and using a telephone headset. Whilst using multiplecomputer systems at the same time.

Assist in the training and induction of newstaff and provide continuous support with regards to the co-ordination of theirworkload.

To work flexibly according to the needs of theservice including covering for colleagues during periods of leave.

Personal Attributes

Essential

Qualifications

Essential

Desirable

Experience

Essential

Desirable

Knowledge & Awareness

Essential

Skills & Abilities

Essential

Desirable