Torbay and South Devon NHS Foundation Trust
Waiting List Validator
The closing date is 13 May 2026
This is a fixed‑term role for 12 months with a view to becoming permanent. It is 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, while treating patients with courtesy, dignity and respect.
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 Trust's EPR to ensure data quality issues are resolved
- Maintaining a high standard of customer service
- Using 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 fed back where appropriate
- Working 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
About us
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.
Qualifications and Training
- Minimum of 4 GCSEs A‑C (including Maths and English) or equivalent
- Excellent knowledge of computerised systems including PAS and Microsoft office tools
- ECDL
- NVQ Business Administration Level 3
- Knowledge of PTL/IHCS
Knowledge and experience
- Administrative and clerical experience
- Clear and concise telephone manner
- Experience of working with computers
- Experience working with emails, spreadsheets and Microsoft packages
- Understanding the importance of maintaining confidentiality
- Experience of working with the public
- Experience working with NHS patient records
- Ability to work with speed and accuracy at all times, whilst maintaining a logical approach to work
- Previous NHS experience
- Previous Call Centre Experience
- Advanced excel knowledge and management of data within spreadsheets
- Experience of Netcall or other automated patient communication systems
Specific Skills
- Ability to maintain confidentiality
- Analytical skills
- Exceptional organisational and time management skills
- Ability to work under pressure
- Awareness of Equality and Diversity
- Strong analytical skills
- Ability to work with speed and accuracy, high levels of attention to detail
- Communicate effectively with patients, staff and visitors
- Organisational skills
- Coordination of waiting lists
- Good interpersonal skills
- Telephone manner
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Torbay and South Devon NHS Foundation Trust
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