Endoscopy Waiting List Clerk

Job summary

An opportunity has arisen at Mid Yorkshire Teaching Trust to join the well established Booking Team within the Endoscopy department. We are looking for a Full time Endoscopy Waiting List Clerk based at Dewsbury Hospital working Monday - Friday

You will work within the Endoscopy Booking team based at Dewsbury & District Hospital within the Endoscopy Booking Team

Main duties of the job

To be a member of a professional team that providescomprehensive, high quality endoscopy waiting list management services for theMid Yorkshire Teaching trust

To manage a number of waiting lists within EndoscopyTrustwide in accordance with Government Access Standards, NHS Constitution andTrusts Patient Access Policy ensuring efficient and effective use of theatreand procedure sessions.

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.

Provide an information and communication link between thepatient and their elective admission to hospital.

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 a million people inWakefield and Kirklees in their homes, community settings and across ourthree hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).

Always striving for excellence, we are at the forefront ofinnovation and research, and we invest in teaching and the development of ourworkforce.

We live by our values of caring, improving, being respectfuland maintaining high standards. We listen and learn because we aim to make MidYorkshire the best place to work and receive care.

We value diversity and welcome talent and enthusiasmirrespective of age, disability, neurodivergence, sex, gender identity andgender expression, race or ethnicity, religion or belief, sexual orientation,or other personal circumstances including providing unpaid carers support tosomeone with a health and care need. As ethnic minority groups, members of theLGBTQ+ community, and people with a disability/neurodivergence are currentlyunder-represented across the organisation, we encourage applications frommembers of these groups. We have policies and procedures to ensure allapplicants are treated fairly and consistently.

We are proud of our staff networks - who offer valuableguidance and feedback from those with lived experience.

We have a clear vision and you could be part of this Ifyou share our values and you want to make a difference to the lives of ourpatients and their families and carers, we would love to hear from you.

Job description

Job responsibilities

Key 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 an 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 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. Ensure that with effective planning and organisation of procedure lists are utilised to their maximum potential which requires taking in to account BSG 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, endoscopy lists etc with regards intended procedures, specific kit requirements, specific anaesthetic input to relevant staff Trustwide. Identify, attempt to resolve and pre-empt situations which may result in a breach of access targets. Regularly analyze 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 CITO. 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. Person Specification

Qualifications

Essential

Computer literate experience of using all Microsoft packages NVQ 2 Customer Care or equivalent experience Sound educational background 5 GCSEs Grade C or above ECDL or equivalent

Desirable

NVQ 3 Business & Administration

Skills and Abilities

Essential

Excellent organisational skills Able to work under pressure & to strict deadlines Able to work effectively across departmental boundaries Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required Demonstrate knowledge of dealing with public/conflict Demonstrate a caring manner with an understanding disposition High standard of accuracy Flexibility and able to adapt to change

Experience

Essential

Working within a multidisciplinary team Experience of working in a customer service environment Excellent communication skills to overcome barriers of understanding Working in a demanding environment Experience of collating data Ability to organise self, working to deadlines and ensuring quality standards. Experience of scheduling / coordination activities and/or resources.

Desirable

Waiting list management experience Knowledge of NHS standards and targets Use of Patient Administration System Communication with patients in a healthcare setting Work with computer software programmes such as Microsoft, PAS, ICE, Medisoft, Theatreman.

Knowledge and Awareness

Essential

Understanding of current challenges facing the NHS locally and nationally Knowledge of the Data Protection Act and awareness of confidentiality. Awareness of own limitations.

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