Waiting List Coordinator

Job overview

The post holder is responsible for 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 post holder to be the main point of contact for patients and staff at all levels. The post holder will be required to work independently as well as within the Waiting List team. Effective communication, organisation skills and good keyboard skills are essential for this post.

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Main duties of the job

An exciting opportunity has arisen for a motivated and enthusiastic person to join our busy Waiting List Office. The team is responsible for ensuring an efficient service of negotiating admission dates with patients and clinicians within all performance target deadlines using relevant computer systems. We are looking for an adaptable worker who will enjoy the challenge of a fast moving environment and the pressure of tight timescales. You must possess excellent written and verbal communication and interpersonal skills. Excellent keyboard skills and experience of working in multidisciplinary team environment are essential. We are looking for an individual with excellent customer service and communication skills, along with proven written and verbal skills. You should have a good working knowledge of Microsoft Office packages. You will have the ability to work unsupervised and to prioritise your workload. You should have a keen eye for detail and accuracy and the ability to work under pressure is essential. We are looking for a self starter who can work full time 37.5 hours over a 5 day week however they will need to be flexible to work on a rota covering early morning / evening shifts.

Detailed job description and main responsibilities

KEY RESPONSIBILITIES

To be responsible for 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 Day case, admitting ward, surgical procedure required. Using the surgical procedure name to look against the ATOM times to form the operation time allocated.

Responsible for 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.

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.

To maintain accurate and regularly validated computerised waiting lists.

Responsible for acting 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

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 Trust’s Patient Access policy actively working towards meeting the waiting list targets.

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.

To explain inpatient and waiting list procedures to patients, relatives and other staff members. To provide non-clinical advice and information regarding appointments, admissions and theatre arrangements to patients and relatives.

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.

Ensure that the appropriate action is taken following both patient and hospital cancellations, such that the utilisation of elective capacity is maximised.

To ensure that all patients based on anaesthetic type have attended or have been booked into Pre op assessment health check in sufficient time prior to admission to ensure there is the right amount of time to prepare the patient for surgery to cease medications.

To act upon the pre op outcomes and Infoflex reports in a timely manner ensuring that any comments or dependencies are entered onto the waiting list and operation list comments. Making sure that if any operation dates are amended to ensure that the relevant staffs are notified so that this can be re-provided.

Review waiting list entry comments and take the initiative to chase up any patients who have not had any update re their underlying health conditions preventing them from being given a proceed to surgery and work within the Trust access policy to manage these patients on the waiting list.

To develop good working relationships with the pre op assessment and anaesthetic teams. To escalate any queries and ensure that you action all responses ensuring the anaesthetic alerts are in place to ensure a smooth flow through theatres.

To ensure that Interpreters are booked for pre-operative health checks and surgical admission dates when notified using the DA Language system.

Ensure that 28 day rule cancellations are appropriately scheduled in line with the Trust’s Patient Access Policy and inform the Team Leader or, in their absence, the Waiting List Manager when there are difficulties with re-dating.

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.

To create and implement policies for your own work area of the consultant’s waiting list and theatres lists that you book and manage. To ensure that your policies are clearly typed and documented in the theatre books so that there is continuity during leave periods.  To work closely with the service line to propose changes to working practices and procedures based on waiting list demand, theatre capacity and theatre equipment requirements to meet the departments waiting time objectives.

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.

To liaise with the 18 week wait and MDT Cancer teams regarding Treatment Target dates or queries.

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.

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.

To deal with any routine patient, GP or other staff member’s enquiries in the best manner possible even if unrelated to inpatient waiting lists.

To assist PALS with any complaints or concerns regarding the patient’s pathway.

To fully utilise theatre lists at all times and inform the Team Leader or, in their absence, the Waiting List Manager when this does not occur.

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.

To make 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 patient’s needs.

To be responsible for mentoring new staff and supporting in department procedures sharing knowledge and experience working alongside your department ‘buddy.’

To provide cross cover for the waiting list office during times of leave to maintain the service needs and assist in the training of new staff.

To work flexibly with colleagues on a rota basis between 0700 and 1700 hours Monday to Friday to ensure the waiting list service, including reception areas are maintained for patients including the provision of crystal reports for the patient flow teams.

To maintain stationary stock levels and requesting stationary as and when required.