About this role
Job summary
This is a fantastic opportunity for a hardworking and enthusiastic individual to join the Outpatient Clinic Coordination Team within Bristol Royal Hospital for Children, which is part of Bristol Foundation Trust.
Working closely with the Assistant Performance and Operations Manager in a fast-paced environment, you will draw on your experience and skills to effectively communicate with patients, clinicians and peers to support the effective management of a range of administrative tasks, including booking Outpatient appointments along with day case Outpatient procedures.
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.
For further details please view the job description and person specification.
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 Act as a point of contact for queries from clinical and non-clinical staff Liaise with clinical and non-clinical teams across the Trust via telephone and email Escalate patient queries, capacity problems and general issues as appropriate Communicate changes to clinics and appointments to patients as instructed, often at short notice To support the triaging of referrals by liaising with key clinical staff
Patient Care:
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:
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 Attend appropriate meetings as required by the role's line manage
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
Desirable
Business and Administration Level 3 NVQ or equivalent experience
Knowledge, skills and abilities Essential
Clerical / administrative experience including filing and/or reception Working knowledge of Microsoft office i.e. email and Ability to adapt to use new computer packages and programmes Ability to work effectively in a busy team, adjusting to change and motivating others Effective and polite manner when dealing with people, both face to face and on the phone Ability to work on your own, using your own initiative, if required Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy Effective organisational skills Attention to detail Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy Confidence to handle difficult conversations with patients, relatives and carers
Desirable
Understanding of medical terminology Working knowledge of outpatient policies and procedures
Experience Essential
Experience of dealing with the public, both on the phone and in person, preferably in a reception/customer facing role Working knowledge of Microsoft office i.e. email and Ability to adapt to use new computer packages and programmes
Desirable
Experience of using a Patient Administration System Previous NHS experience Working in a busy office environment
Aptitudes Essential
Respecting Everyone Embracing Change 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 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)