Waiting List Administrative Assistant

Cardiff and Vale University Health Board; Bedford, Luton; On-site; GBP 22,000 - 28,000; Full time

Job summary

Bedfordshire Hospitals NHS Foundation Trust is seeking a Waiting List Administrator to support the Waiting List Coordinator. You will manage waiting and theatre lists, input data into ICE and PAS systems, and act as the main contact for patients and staff.

The role requires accurate data entry, handling calls and emails, and coordinating with clinicians and admin teams to optimise waiting list management and patient flow.

Qualifications

• Educated to GCSE level including English and maths or equivalent.
• Recent experience working within an NHS administrate environment following set standards and procedures.
• Ability to communicate professionally and effectively at all times -by telephone, in writing or face to face.
• Ability to work as part of a team.
• Previous experience in a waiting list office.
• strong customer service skills.
• maintain accuracy and attention to detail and a high level of concentration.
• Knowledge of medical terminology.
• Demonstrates time management skills.
• demonstrates a flexible approach to work.
• resilience to work place pressure - ability to prioritise and meet deadlines.

Responsibilities

• Assist Waiting List coordinator using ICE and Trust PAS systems to create accurate waiting list entries.
• Review ETCI requests to form accurate waiting list entries with surgeon, specialty, priority, list name and other fields.
• Enter waiting list codes and essential comments to support management of patients (e.g., weekend operating, combined lists).
• Maintain theatre lists using Patient Tracking List and Waiting list data, ensuring timely updates and reasonable notice.
• Offer admission dates to patients on the elective waiting list based on clinical priority and wait time in line with policy.
• Inform patients of correct fasting instructions and ensure correspondence is printed and posted daily.
• Notify or negotiate with patients regarding admission dates and complete necessary documentation.
• Manage cancellations and re-arrangements to maximise elective capacity.
• Arrange interpreters for pre-operative checks when required.
• Develop relationships with consultants, service managers and clinical teams for waiting list management.
• Coordinate with Outpatients, Wards and Theatres to maintain effective communication.

Skills

Customer service

Communication skills

Time management

Attention to detail

Resilience

Empathy

Education

GCSE English & Maths

Tools

IPM

ICE packages

Job description

The postholder is responsible for assisting the Waiting List coordinator in the day-to-day coordination of inpatient waiting lists and theatre lists using multiple system applications, managing emails and phones calls in a timely manner. This requires the postholder to be the main point of contact for patients and staff at all levels. The postholder will be required to work independently as well as within the Waiting List team. Effective communication and good keyboard skills are essential for this post, Using Trust Systems on a daily basis, the postholder will be required to interpret and input data promptly and accurately, Additional duties will include telephone contact with patients, their relatives, and a broad range of staff across both the organisation, and our partner providers, The postholder will assist the Waiting List coordinator with the following responsibilities: 1. Using the ICE system on a daily basis to review ETCI requests to create accurate waiting list entries on the Trust PAS system. Including Surgeon, Speciality, Priority, List name, admission type, anaesthetic type, who can operate, Inpatient or Daycase, admitting ward, surgical procedure required. Using the surgical procedure name to look against the ATOM times to form the operation time allocated. 2. Entering the waiting list coding of the procedure into the Trust PAS system and essential comments into the waiting list for the management of the patient for example if they are suitable for weekend operating, a combined operating list, available at short notice. 3. To ensure that essential information is entered onto the operating list comments so all theatre staff are informed of required data for example wheelchair bound hoist required, latex allergies, diabetic, MRSA. 4. Assist waiting List Coordinator to act upon the confirmed theatre timetables to compile and maintain accurate and appropriate theatre lists in a timely manner using the Patient Tracking List and Waiting list to date patients giving reasonable notice which take into account factors including case mix, theatres equipment, Imaging availability, theatre time, clinical need, list order of operating list etc 5. Ensure that patients on the elective waiting list are offered admission dates taking into account clinical priority and length of wait in accordance with the Trusts Patient Access policy actively working towards meeting the waiting list targets. 6. To ensure that all patients are informed of correct fasting instructions for their surgery in accordance with their anaesthetic type, admission time and theatre list order and that all correspondence to patients are printed from the Trust PAS system and posted on a daily basis. 7. To notify and/or negotiate with patients either directly or by telephone regarding their admission date for surgery (or other procedure) and process the necessary documentation. 8. Take the appropriate action following both patient and hospital cancellations, such that the utilisation of elective capacity is maximised. 9. Book Interpreters if required for pre-operative health checks and surgical admission dates when notified. 10. This role requires a high level of concentration to be maintained, precise, analytical, accurate detailed work and regular emotional effort when initiating and responding to patients on the telephone. 11. To develop good working relationships with the consultants, service managers and their clinical teams and medical secretaries, regularly liaise with them concerning management of their waiting lists and theatre lists. 12. To develop good working relationships with other key areas within the hospital such as Outpatients, Wards, and Theatres to ensure effective communication is maintained at all times. Referring concerns or difficult issues to the Team Leader. 13. To manage telephone calls and voicemail messages in a timely manner to ensure that operations dates or pre- op appointments are re-arranged or cancelled whilst replacing any cancellations. 14. To deal with any routine patient, GP or other staff members enquiries in the best manner possible even if unrelated to inpatient waiting lists. 15. To maintain an accurate and up-to-date audit trail for all patients both on the computerised waiting list and by retaining manual records in an organised manner. 16. To assist in making distressing phone calls to patients informing them of the cancellation of surgery at the last minute due to reasons outside of the Trust control for example equipment failure or winter bed pressures. To remain calm and professional at all times acting with empathy and sensitivity to the patients needs. Tprovide cross cover for the waiting list office during times of leave to maintain the service needs and assist in the training of new staf

• Educated to GCSE level including English and maths or equivalent, Previous experience in a waiting list office
• Recent experience working within an NHS administrate environment following set standards and procedures, Ability to communicate professionally and effectively at all times -by telephone, in writing or face to face
• Ability to work as part of a team, Previous experience in a waiting list office
• skills and knowledge,
• strong customer service skills.
• maintain accuracy and attention to detail and a high level of concentration, knowledge of IPM and ICE packages
• Knowledge of medical terminology
• Personal skills,
• Demonstrates time management skills
• demonstrates a flexible approach to work
• physical / mental effort,
• resilience to work place pressure - ability to prioritise and meet deadlines

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.