Waiting List Clerk

Mid Yorkshire Teaching NHS Trust; Dewsbury; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading NHS Trust in Dewsbury seeks a Centralised Waiting List Office Clerk to manage patient waiting lists and ensure smooth communication between patients and healthcare professionals. Applicants should have strong interpersonal and organizational skills and previous customer service experience, especially within NHS settings. The role involves decision-making in complex situations and requires a flexible approach to work hours, including evenings and weekends. Join this dynamic team to make a positive impact on patient care and support.

Benefits

Access to the NHS pension plan

Generous holiday allowance

Exceptional employee health services

Flexible working options

Qualifications

• Experience in a busy customer service environment.
• Ability to communicate effectively with diverse groups.
• Knowledge of NHS Access targets.

Responsibilities

• Manage waiting lists in accordance with NHS standards.
• Serve as point of contact for patients and medical representatives.
• Support patients with communication barriers empathetically.

Skills

Interpersonal skills

Organizational skills

Communication skills

Job description

Contact information

For any questions regarding the role or to arrange an informal visit please contact Amy Benton, Booking Team Manager via email at [e-mail]

About the role

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

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.

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.

Key requirements

• 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.

Please see attached Job Description for the Person Specification which details the essential criteria needed to apply for the role.

Be part of MY team

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. It’s 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.

Our benefits

• Access to the NHS pension plan
• Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service
• Exceptional employee health and wellbeing services
• Extensive benefits and support, including :
• Onsite nurseries and childcare salary sacrifice scheme
• Cycle to work scheme
• Home electronics scheme
• Car lease salary sacrifice scheme
• Working carers support and advice, carers network and carers passport
• Flexible working options and family and carer-friendly policies
• Established staff networks, including LGBTQ+ and Race Equality
• Career progression, training and support

Skilled worker sponsorship

You can find out more about skilled worker and health and care visas on our careers site .