About this role
Job summary
37.5 hours per week.
We are looking to recruit a proactive and highly organised Waiting List Coordinator to support our new Antipsychotic Shared Care Service. This is an exciting opportunity to play a key role in a developing service focused on improving access, coordination, and outcomes for individuals requiring antipsychotic medication.
The post holder will be responsible for the effective management of patient waiting lists and appointment systems, ensuring patient information is accurate and up to date, and that capacity is maximised to minimise waiting times. Working closely with clinical teams, you will monitor demand, book appointments, respond to queries, and support the smooth progression of patient pathways.
Main duties of the job
A key aspect of the role will be supporting the design, development, and ongoing coordination of the services waiting list and referral management processes. The post holder will provide oversight of these processes to ensure they are effective, efficient, and aligned with agreed service standards and SLA response times, contributing to continuous service improvement.
You will also provide a comprehensive administrative service, including maintaining records, producing reports, supporting meetings, and acting as a key point of contact for patients, carers, and professionals. The role requires excellent communication skills, attention to detail, and the ability to prioritise work in a busy environment.
The successful candidate will have experience in an administrative role, strong IT skills, and the ability to work both independently and as part of a team. A commitment to delivering high-quality, patient-focused services and contributing to service development is essential.
This is a fantastic opportunity to contribute to an innovative mental health service within Livewell Southwest, working in a supportive team committed to delivering safe, effective, and compassionate care.
This role may not be eligible for sponsorship under the Skilled Worker route.
Please note that Livewell may close the job advertisement earlier than the specified deadline.
All staff are expected to be able and willing to work across a 7 day service.
About us
Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs.
As an organisation with a strong social conscience we are guided by our values,kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve.
We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives.
We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation.
Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert.
Job description Job responsibilities
Ensure that the personal/demographic information noted on the patient record is accurate and updated when necessary in order that the patient details are up to date at all times.
Respond to telephone, email, and written queries on behalf of the service area including call handling where appropriate as agreed with line manager.
Check waiting lists and practitioner diary availability daily to establish if any availability for treatment appointments that have become available then contact patients from waiting lists to book them in for their treatment appointment.
Ensure that any addition requirements for treatment sessions are arranged and facilitated e.g. Language interpreters services, sign language interpreter, accessibility needs etc.
To provide statistical information and reports on the progress and performance.
When required provide support to customer and visitor reception areas, acting as the first point of enquiry and sign-posting individuals to relevant information / service.
Promote the image of the department, checking that notices and leaflets are up to date & well presented.
Support the management team to ensure that internal and external communication systems are in place.
Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary.
Arrange appointments, meetings, and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required.
To produce informal and formal minutes as an accurate record of meetings, transcribing and distributing as directed.
Maintain accurate and timely electronic and hard copy information e.g. training logs using organisational systems as directed (ensuring ease of access/retrieval as appropriate) and in line with policies.
Supporting operational staff to access management information; electronic and hard copy.
Collect and collate data to enable managers to monitor budgets and performance in relation to business support function with support of line manager.
Collect, collate and prepare information for service area users with the support of line manager.
Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems.
Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
Be proactive and contribute ideas for improvement in the way the service is delivered.
Able to work on own initiative, prioritising work within defined policies and procedures to set timescales.
Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner.
Staff management & development
Provide the day to day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal. Demonstrate own activities to new or less experienced employees.
Financial management
Monitor stock e.g. stationery and order supplies and equipment as required within the business area.
Undertake surveys or audits as directed.
COMMUNICATIONS AND RELATIONSHIPS
The post holder will need to have contact with a variety of people both inside and outside of the organisation. These include, patients, visitors, clients, colleagues and other health care organisations. They will need to have excellent communication skills and be able to adapt their communication style to suit individual needs and requirements.
They will need to build positive working relationships with all stakeholders to ensure the department runs effectively and efficiently and work collaboratively with colleagues within the department, including clinical staff to ensure that waiting lists are managed effectively.
PHYSICAL DEMANDS OF THE JOB
Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes.
May have to occasionally move presentation equipment and office supplies or clinic consumables
MENTAL DEMANDS OF THE JOB
Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy.
The work is usually predictable but there may be interruptions from telephone calls, visitors and staff & occasionally imposed deadlines.
There may be some exposure to service users who may exhibit difficult & challenging behaviours.
WORKING CONDITIONS
Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Will use VDU for high proportion of time.
The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties.
Person Specification
Knowledge Essential
Working knowledge of Microsoft Office including Word and Excel. Understanding of confidentiality & data protection act. Able to build effective working relationships with customers and colleagues/staff. Ability to use Business applications and patient record systems.
Desirable
Knowledge of SystmOne. Understanding ofData Protection legislation. Understanding ofhealthcare servicesand national requirements in inpatient and outpatient booking systems.
Specific Skills Essential
Good writing, typing, data entry and telephone skills ensuring accuracy. Ability to communicate verbally and in writing to a good level (face to face and over the telephone) Ability to prioritise own workload. Ability to work effectively as part of a team. Ability to use initiative organising own workload to set deadlines within the scope of role Organised, efficient and accurate. Flexible and adaptable willing to learn new skills. Able to analyse problems and initiate appropriate solutions effectively. Able to apply tact and sensitivity to establish trust and support.
Experience Essential
Substantial experience of working in an administrative environment using computerised data systems. Experience of supervising other staff members.
Qualifications Essential
Educated to NVQ 3 in a relevant subject or equivalent level of qualifications or significant equivalent previous experience and knowledge.
Desirable
NVQ3 in Business Administration or equivalent
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Livewell Southwest
Address Livewell Southwest
Cumberland Centre
Damerel Close
Plymouth
Devon
PL1 4JZ
United Kingdom
Employer's website https://www.livewellsouthwest.co.uk/ (Opens in a new tab)