About this role
Job summary
To provide a high standard of administrative and patient customer service support within the department, ensuring effective and professional communication with patients, staff, external contractors and other departments.The post holder will be responsible for providing efficient telephone, email, written and face-to-face communication, supporting clinic preparation and ensuring relevant patient notes and documentation are available in a timely manner.The role requires the ability to work effectively under pressure, meet deadlines, work independently and as part of a team, and demonstrate initiative in identifying and completing tasks. The post holder will be expected to proactively support colleagues with their workload and respond promptly to requests from within and outside the department.A key responsibility will be ensuring patient telephone enquiries and messages are recorded accurately, including the patient's T-number, full name and reason for contact, and passed to the appropriate Case Manager in a timely manner.The post holder will contribute to the smooth and efficient running of the department by proactively identifying work, preparing clinics in advance, tracing and ordering notes, arranging note collection and responding to requests from other departments.
Main duties of the job
To liaise with wards, clinical staff, GPs and Trust support staff in person, via telephone and email as and when necessary
Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate
Provides admin support to different clinical teams such as Anaesthetic and nursing teams.
Dealing with telephone enquiries and taking accurate messages as appropriate
To act as Receptionist for clinic. Receive patients, verify identity and update the personal data on both Medway computer system and medical records as appropriate. Issuing case notes to clinic, medical and nursing staff.
Professional and friendly manner in admitting patient to the clinic/ department ensuring all queries are dealt with in a supportive and punctual approach
Using the Medway and Evolve case-note tracking system and liaising with Medical Records; collecting urgent notes of patients due to attend clinic from various departments, scanning document on to Evolve
To carry out associated clerical duties, for example maintaining accurate filing systems, photocopying, receiving and distributing post, diary management and scanning patient notes if required
To cover sickness and holiday absences of colleagues in other admin roles.
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 theSouth Westhas 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 andretaina workforce whichrepresentsthe 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 applicationin order toensurewe'remeeting our pledge.
Job description Job responsibilities
For a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Person Specification
Education and qualifications Essential
Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
Knowledge, skills and abilities Essential
Excellent/professional telephone/ reception manner Flexible approach to duties 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 other Ability to work independently and as part of a team Proven good organisational skills Good IT skills including Microsoft packages Confidence to handle difficult conversations with patients, relatives and carers
Experience Essential
Clerical/administration experience including filing and/or reception Previous receptionist experience in a healthcare or public setting
Desirable
Previous NHS experience
Personal qualities Essential
Embracing Change Respecting Everyone Recognising Success Working Together
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
Marlborough Street Bristol
bristol
BS1 3NU
United Kingdom
Employer's website https://www.uhbw.nhs.uk/ (Opens in a new tab)