About this role
Job summary
We are looking for a motivated and enthusiastic individual to join ourRheumatology Outpatient and Day Case Coordinator Teambased atBristol Royal Infirmary.
The successful candidate will play a key role in supporting the delivery of our outpatient and day case services. Responsibilities will include booking new and follow-up appointments, managing patient pathways, and working closely with clinicians and colleagues to ensure booking lists are effectively maintained.
This is a varied and rewarding role that would suit someone with excellent customer service skills, strong organisational abilities, and the capacity to manage multiple priorities in a fast-paced environment. The post holder will be required to learn and use a range of complex IT systems and contribute to the achievement of Referral to Treatment (RTT) targets and internal performance standards.
Key Requirements:
Excellent communication and customer service skills Strong attention to detail and organisational skills Ability to work independently and as part of a team Confidence using IT systems and learning new processes Ability to prioritise workload and manage competing demands
Working Pattern (20 Hours Per Week)
This post operates on a two-week rotating pattern and is based on-site atBristol Royal Infirmary:
Week 1Monday to Friday, 08:30 - 12:30
Week 2Monday to Friday, 12:15 - 16:15
Main duties of the job
Support the triaging of referrals by liaising with consultants, specialist nurses, and other key clinical staff to ensure patients are allocated appropriately and in a timely manner.
Manage patient communications via telephone and Trust systems, including generating and sending appointment letters, emails, and SMS reminders.
Act as a key point of contact for queries from both clinical and non-clinical staff, providing timely and professional support.
Communicate appointment changes to patients, often at short notice, ensuring information is conveyed clearly, accurately, and sensitively.
Provide a caring, professional, and patient-centred service to patients, relatives, and carers. This includes supporting individuals who may be anxious or distressed, responding with empathy, resilience, and professionalism.
Welcome and assist all visitors attending the Rheumatology Day Case Unit, ensuring a positive experience and maintaining high standards of customer service.
Work closely with clinicians and administrative colleagues to manage booking lists, ensuring appointments are scheduled in line with clinical priority, waiting time standards, and service requirements.
Maintain accurate patient records and ensure all administrative processes are completed in accordance with Trust policies and procedures.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute NHS Trusts in the country, employing over 13,000 staff and delivering more than 100 clinical services across 10 hospital and community sites.
Serving a core population of over 500,000 people across Bristol, Weston and the wider South West, we are proud to provide high-quality care and have been rated'Good' overall by the Care Quality Commission (CQC).
As a forward-thinking, multi-award-winning Trust and recognised digital exemplar, we are committed to improving patient care through innovation, research, and the adoption of modern technologies. Our world-leading research and service developments continue to make a positive impact both locally and globally.
UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. We are proud to be an inclusive employer and actively strive to recruit and retain a workforce that reflects the diversity of the communities we serve.
We are committed to creating an environment where everyone feels valued, respected, and able to achieve their full potential. Anonymous information from applications is used to help us monitor and improve equality, diversity, and inclusion across our workforce.
Join us and be part of a team dedicated to delivering exceptional patient care and making a real difference every day.
Job description Job responsibilities Service Development and Training
Participate in training and development activities as required to support both personal learning and the ongoing needs of the service. Assist with the induction and training of new team members, sharing knowledge and best practice where appropriate. Ensure all mandatory and statutory training is completed within the required timescales. Finance and Resources Maintain appropriate stock levels of stationery and essential supplies, ordering and receipting items in accordance with Trust policies and procedures. Information and Administration Receive referrals from a variety of sources and accurately register referral details on Trust systems, including PAS and the Day Case Diary, in line with Outpatient Standards. Book patient appointments by telephone in accordance with the Trust's Patient Access Policy, arranging additional services where required, such as transport and interpreting support. Record, maintain, and update patient admission and appointment information on the Trust's Patient Administration System (PAS) in a timely and accurate manner. Register patients onto waiting lists and generate associated documentation in accordance with the Patient Access Policy and Trust booking procedures. Ensure the accurate and timely entry of data into electronic systems and databases relevant to the role. Monitor and manage departmental email inboxes and task lists daily, ensuring actions are completed and information is shared appropriately. Develop and maintain a clear understanding of Referral to Treatment (RTT) pathways, waiting time standards, and performance targets, utilising reports effectively to support service delivery. Support clinicians and colleagues in managing patient pathways, ensuring appointments are scheduled appropriately and efficiently. Communication and Team Working Work collaboratively with clinical and administrative colleagues to ensure patients receive a timely and efficient service. Demonstrate flexibility by providing support across other administrative functions when required by the service, including covering patient-facing reception areas. Maintain professional and effective communication with patients, carers, colleagues, and external organisations at all times. Governance and Confidentiality Maintain confidentiality and discretion at all times, ensuring compliance with Data Protection legislation, Trust policies, and information governance requirements. Adhere to all Trust policies, procedures, and standards relating to patient administration and service delivery. Contribute to the continuous improvement of administrative processes to support high-quality patient care and operational performance.
Person Specification
Knowledge and Experience Essential
Clerical / administrative experience, including filing and/or reception Experience of using Excel, Word, Teams and Word Experience of dealing with the public, both on the telephone and in person
Desirable
Previous NHS experience Experience of using a Patient Administration System
Skills and Abilities Essential
Effective and polite manner when dealing with people, both face to face and on the phone Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy Ability to work effectively in a busy team, adjust to change and motivate others Ability to work on your own, using your own initiative, if required Confidence to handle difficult conversations with patients, relatives and carers Effective organisational skills Good IT skills including Microsoft packages, Excel, Word, Teams, Attention to detail
Desirable
Working knowledge of outpatient policies and procedures
Qualifications and Training Essential
Educated to GCSE, grade C or above (or equivalent) in English Language and Maths Business and Administration Level 3 NVQ or equivalent experience
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 Bristol NHS Foundation Trust
Address B504 Rheumatology, Bristol Royal Infirmary
Marlborough Street
Bristol
BS2 8HW
United Kingdom
Employer's website https://www.uhbw.nhs.uk/ (Opens in a new tab)