Job Overview
Centralised Outpatient Services at North Bristol NHS Trust support the clinical divisions and specialties to administer their outpatient services. The service comprises our patient‑facing Reception Team, our telephone and email‑based Patient Contact Centre and our administrative Booking and Referrals Teams. This is a dynamic service with opportunities for future development for staff who excel in their roles. It is a patient‑focused environment where we are committed to supporting professional growth and career progression.
Responsibilities
- Welcome patients, carers and visitors to various specialty appointments within the Trust.
- Offer polite and friendly service, dealing with queries efficiently and in a timely manner.
- Ensure patient information is kept confidential and is not shared with others.
- Respond to queries from patients, carers and visitors.
- Maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues.
- Keep patients informed if clinics are overrunning.
- Liaise with and alert a clinician if a patient becomes unwell and requires prompt/immediate attention.
- Oversee patients awaiting transport and liaise with the transport department for patients still waiting.
- Hand over the care of patients awaiting transport at the end of the working day to the appropriate team (e.g., Discharge Lounge or Nurse in Charge).
- Take and action internal calls on the reception desk.
- Assist in quieter times with packing and posting of letters to patients.
- Follow and adhere to Trust Quick Reference Guides (QRG) or Standard Operating Procedure (SOP) guidelines.
- Follow procedure for patients that do not attend (DNA) their appointment and ensure necessary actions are carried out on the day.
Education / Training
Essential Criteria
- GCSE or equivalent qualifications, including English Language and Mathematics.
- IT literate (e.g., email, word processing), with experience of inputting data into a computer system.
Desirable Criteria
- Understanding of an outpatient department and/or a fundamental understanding of the NHS.
- NVQ Level 2 Customer Service.
Work Experience
Essential Criteria
- Experience dealing with numerous queries at one time, face‑to‑face and over the telephone.
- Experience of general office administrative and clerical duties and equipment.
- Experience of customer services.
- Working knowledge of Microsoft Office packages (e.g., Word, Outlook).
Desirable Criteria
- Working knowledge of a hospital PAS system.
Knowledge / Skills / Abilities
Essential Criteria
- Good written and verbal communication skills.
- Able to deal with day‑to‑day duties and tasks in a calm and organised approach.
- Able to multitask and work under pressure.
- Able to put in place and follow processes and procedures.
- Able to undertake, absorb and put into practice training.
Desirable Criteria
- Able to work flexibly to meet the needs of the service.
- Able to work independently as well as part of a wider team.
North Bristol NHS Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
North Bristol NHS Trust are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are underrepresented in our workforce, including people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre‑employment checks are undertaken on all successful applicants prior to commencement in post.
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