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Job overview

Waiting List Validator - 18 months fixed term with a view to become permanent

To work as part of a professional multi-skilled team in the Patient Access Centre, providing administration in all aspects of waiting list validation. Including contacting patients, processing their responses and liaising with clinical teams and other members of the Patient Access Centre to ensure the results are acted upon.

To ensure that patients are treated with courtesy, dignity and respect.  

• To ensure the successful management of patients who are referred to the Trust while waiting for treatment within locally agreed access targets and policies
• To ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and Data Protection Act 1998. Amend or report inconsistencies of data as soon as possible
• To log responses and present summaries detailing the outcomes of patient contacts

Main duties of the job

• Making outbound calls to patients currently awaiting treatment
• Receiving and processing text communications from patients
• Recording and processing the responses of patients’ communication in a timely manner
• Recording and presenting the results of the validation work
• Updating patients records with the trusts EPR to ensure data quality issues are resolved
• Maintaining a high standard of customer service
• Use of hospital systems to effectively support the management of the patient journey
• Managing pending lists in accordance with local policies and procedures
• Liaising with colleagues and clinical teams at all levels to ensure the patient journey is smooth and patient’s responses are feedback where appropriate.
• To work in accordance with the Trust policies at all times
• Liaising with the performance and information team to ensure worklists are accurate and workflow is continuous

Working for our organisation

The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT).

The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology.

We also cover a wide remit of reception areas for the Acute and Community hospitals, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT and Paignton Health and Wellbeing Centre.

The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital.

The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year.

Why Work With Us