About this role
Job summary
The role of the Float Clinic Co-ordinator is to receive and process requests from diverse sources for appointments in Outpatient or day case services. Most requests are referrals from the GPs made via ERS though some may also come via letter or email. Requests may also come through other sources including MDTs, Consultants, Nurses or Accident and Emergency. Requests need to be processed according to NHS and Trust policies and targets making sure appropriate new patients are registered on the Somerset Cancer Register and Medway. Appointments are made taking into account patient wishes and ensuring patients are fully informed about any arrangements. There will also be responsibility for changing or cancelling appointments as required and adjusting clinics when directed. The post holder will be responsible for providing information on a range of data as required by the Outpatient Management Team and to assist the Outpatient Management team in meeting the targets of the Patient Access Policy.
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 Trust 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:
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 Attend appropriate meetings as required by the role's line manager
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
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
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
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 Bristol Royal Infirmary
Marlborough Street
Bristol
BS2 8HW
United Kingdom
Employer's website https://www.uhbw.nhs.uk/ (Opens in a new tab)