About this role
Job summary
The post-holder will manage appointments and booking activities across the Division of Women's and Children's Services, primarily for the Children and Young People's Gender Service South West (CYP GS), but providing cover for Psychological Health Services and Paediatric Medical Specialties.
Working closely with the Assistant Performance and Operations Manager, the post-holder will contribute to the delivery of efficient services in the Children's Hospital through their expertise in waiting list management and communication with patients and staff.
The post-holder will contribute to the delivery of challenging performance targets through effective communication and liaison with clinical and administrative staff across the Bristol Royal Hospital for Children on a day-to-day basis.
*Please be aware we may close this advert early due to high volumes of applications - thank you*
Main duties of the job
Communication:
To support the triaging of referrals by liaising with key clinical staff
Manage patient communications both via telephone and through Trust systems to create letters, emails and text reminders
To act as a point of contact for queries from clinical and non-clinical staff
Liaise with clinical and non-clinical teams across the division via telephone and email
Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate
Communicate changes to clinics and appointments to patients as instructed, often at short notice
Patient Care:
Managing Waiting Lists, ensuring patients are booked in turn according to clinical priority
To show a caring and professional approach towards patients, relatives and carers. This may require acting with resilience to deal with sometimes distressed patients and relatives in a professional and empathetic manner.
Organising and Planning:
Implement the policy for patients who do not attend (DNA) their appointment
To manage and monitor all outstanding appointment requests through the Trust's Patient Administration System (PAS) and escalate any issues immediately to your manager
Ensure clinic lists are effectively utilised in discussion with the appropriate clinician and manager, and rebook any cancelled appointment slots
About us
Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations,operatingfrom three main sites at Southmead, Bristol citycentreand Weston.
With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer.Bristol NHS Foundation Trust values all people as individuals. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Knowledge and Experience Essential
Clerical/administrative experience, including filing and/or reception Experience of dealing with the public, both on the telephone and in person
Desirable
Previous NHS experience Experience of using a Patient Administration System Awareness of the Cass Review into Gender Identity Services for Children
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
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 Attention to detail
Desirable
Working knowledge of outpatient policies and procedures
Aptitudes Essential
Respectful of and supportive to colleagues Pride in the quality and accuracy of work and attention to detail Willingness to undertake training and develop additional skills Co-operative, helpful and flexible attitude to work
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.
Employer details Employer name Bristol NHS Foundation Trust
Address Bristol Royal Hospital for Children
Upper Maudlin Street
Bristol
BS2 8BJ
United Kingdom
Employer's website https://www.uhbw.nhs.uk/ (Opens in a new tab)