The applicant should have excellent organisational and interpersonal skills and the ability to work well under pressure. The ability to use their own initiative is essential. The post holder deals with patients, relatives, and healthcare professionals on the phone, and occasionally face to face, applicants must have excellent communication skills and will be expected to have a courteous and efficient telephone manner. They need to have an excellent working knowledge of Microsoft Packages such as Word, Excel, and Outlook.
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 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.
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 responsibilities
For a more detailed job description and person specification please refer to the job description document attached to this vacancy.
Person Specification
Knowledge and Experience
- Clerical / administrative experience, including filing and/or reception
- Experience of dealing with the public, both on the telephone and in person
- Previous NHS experience.
- Experience of using a Patient Administration System
Qualifications and Training
- 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
- 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
- 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.
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