Waiting List Clerk

TN United Kingdom; Dewsbury; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a leading healthcare team as a patient liaison, where you'll manage admissions and support patients in a busy NHS environment. Your role will involve coordinating with medical staff and ensuring high standards of customer service. This position requires excellent communication skills and the ability to work flexibly across various shifts. With a commitment to diversity and inclusion, we encourage applicants from all backgrounds to make a difference in patient care.

Benefits

Access to NHS pension plan

Generous holiday allowance

Employee health and wellbeing services

Onsite nurseries

Cycle schemes

Car leasing

Flexible policies

Qualifications

• Experience in a busy, demanding environment.
• Ability to work flexible hours including evenings and weekends.
• Desirable knowledge of NHS Access targets.

Responsibilities

• Liaise with patients and staff to manage admissions.
• Support patients facing barriers to appointments.
• Maintain data quality in multiple computer systems.

Skills

Customer Service

Communication

Organizational Skills

Multi-tasking

Education

NHS Knowledge

Job description

Social network you want to login/join with:

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

About the role

We are looking for friendly, outgoing individuals with experience working in a busy, demanding environment and within customer service. You will enjoy working as part of a team and have experience in communicating and collaborating with a multi-disciplinary team.

Previous NHS knowledge and experience in managing waiting lists is desirable, as you will have 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 organizational skills are essential, with an up-to-date knowledge of current NHS Access targets being desirable.

The post requires a flexible approach to working, with the ability to work 5 days over 7 between 08:00 - 20:00, including evenings and weekends.

Key responsibilities

• Act as the named contact point liaising with patients, relatives, carers, medical representatives, GPs, nursing staff, surgical team, and support services to ensure appropriate planning and management of admissions.
• Support patients facing barriers due to cultural, language, physical, mental, or age-related needs using tact and persuasion to negotiate suitable appointment dates.
• Communicate unpleasant news empathetically and provide reassurance during distressing or sensitive discussions.
• Accurately add patients to waiting lists, ensuring relevant notes are recorded.
• Advise patients regarding their admission, pre- and post-operative guidance, and their position on the waiting list.
• Maintain high standards of customer service, being helpful, courteous, empathetic, and diplomatic.
• Plan theatre/procedure lists up to six weeks in advance, using clinical knowledge and medical terminology to meet targets.
• Attend weekly meetings with the Patient Service Manager to discuss capacity issues and contribute to solutions.
• Maximize the utilization of theatre/procedure lists, considering MSBOS guidelines, patient needs, cancellations, staffing, and resource organization.
• Communicate information about elective admissions, theatre lists, and specific requirements to relevant staff Trustwide.
• Ensure funding is in place or authorized for patient admissions, including out-of-area patients.
• Identify and resolve potential breaches of access targets by analyzing waiting list data and escalating capacity requirements as needed.
• Add patients to the waiting list in compliance with RTT pathways, ensuring correct linkage.
• Maintain data quality in multiple computer systems, ensuring accuracy and confidentiality.
• Coordinate admissions for patients with complex social or medical needs or undergoing planned care sequences.
• Work independently within policies and guidelines, making decisions to ensure efficient, patient-centered service delivery.
• Implement specialty policies and contribute to suggested improvements.
• Arrange additional resources like transport or interpretation services as needed.
• Prioritize workload daily, escalating issues when appropriate.
• Multi-task effectively amid interruptions, reprioritizing as necessary.
• Apply procedural knowledge to resolve non-routine problems.
• Work at a computer for extended periods, inputting and managing information accurately.
• Assist in training and supporting new staff members.
• Work flexibly to cover service needs, including colleague leave.

See attached Job Description for detailed Person Specification requirements.

Be part of MY team

We are an acute trust caring for over one million people across Wakefield and Kirklees, with 10,000 staff working in various settings. We value our people, fostering a diverse and inclusive environment, and support work-life balance. We encourage applicants from all backgrounds, especially underrepresented groups.

If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.

Application guidance

We recognize the use of AI tools in applications. While helpful, they cannot replace personal input. Please personalize your application and disclose AI use if applicable, as our screening is thorough.

• Access to NHS pension plan
• Generous holiday allowance of 27 days plus bank holidays, increasing with service
• Employee health and wellbeing services
• Additional benefits like onsite nurseries, cycle schemes, car leasing, and flexible policies

Skilled worker sponsorship

Learn more about visas on our careers site.