About this role
Job summary
The role is for the Rheumatology Outpatient and Day Case Coordinator Team
The post holder will be responsible for booking new and follow up patients and will work closely with clinicians and colleagues to manage their booking lists.
This is a varied post for someone who has exceptional customer service, is able to multi-task and can learn complex IT systems.
Furthermore, this role will support with our RTT aims and internal KPIs.
This post is for 20 hours per week. This will be a two week rota based on site at Bristol Royal Infirmary:
Week 1: 08:30-1230 Monday to Friday
Week 2: 12:15-16:15 Monday to Friday
Main duties of the job
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 Trust via telephone, email and Carflow Workspace.
Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate.
Communicate changes to appointments to patients as instructed, often at short notice.
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.
Greet all visitors to Day Case in a professional and polite manner.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. 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. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. 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
Service Development and Research:
Attend training courses as required to support personal development and the needs of the service.
Assist in training of new members of the team.
Ensure all statutory and mandatory training is completed on time.
Finance and Resources:
Maintain, order and/or receipt stationary and essential items, in line with Trust policies.
Information Resources:
Receive referrals from various sources and register referral details onto PAS and Day Case Diary in accordance with the Trusts Outpatient Standards to book patient appointments by telephone in line with the Patient Access Policy and arrange appointment related services as and when required. (E.g. transport and interpreting services)
To record, maintain and update admission information on the Trusts Patient Administration System in a timely manner.
To register patients onto waiting lists and generate all associated paper work in adherence with the PAP and Trust Inpatient Booking Procedures.
Be responsible for the accurate entry of data to computerised databases, using all computer systems relevant to the role.
To check incoming email inbox(s) and Tasks Lists on a daily basis to keep up to date with departmental and Trust wide news and information
To have a clear understanding of RTT and performance targets and utilise reports effectively.
Act with flexibility to utilise skills in other functions if and when appropriate or required by the roles line manager. (E.g. covering patient facing reception desks) Maintain confidentiality and discretion and comply with the terms of the Data Protection Act and local Trust policies at all times.
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 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 University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
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)