Job summary
We are looking for an enthusiastic, dedicated individual to provide an effective and efficient secretarial service in the Children and Young People's Gender Service (South West) at Bristol Royal Hospital for Children.
The successful candidate should ideally have a range of secretarial/PA experience and skills which are transferable to a healthcare environment. They will be working in a busy department with other secretaries and administrative staff and will need the ability to work independently and manage their own workload. They must be a good team player and enjoy working within a multidisciplinary team. The successful candidate should have both organisational and interpersonal skills with the ability to work well under pressure. As the successful candidate will be dealing with patients, relatives and other healthcare professionals on the phone/via email, applicants must have excellent communication skills and be expected to have a courteous and efficient telephone manner.
The successful candidate will need to have a good working knowledge of Microsoft Office 365 software, and audio typing/dictation software.
We would welcome applications from those who meet the essential criteria as set out in the person specification, or have relevant experience.
Main duties of the job
Communication :o To act as a point of contact for queries from clinical and non-clinical staffo To liaise via telephone and email with other clinical/clerical teams to action urgent appointments or procedures where necessary and ensure that all relevant departments are notified accordinglyo To act as a point of contact for patients, relatives and carers. The post holder should be polite and empathetic to the patient's needs at all times and be able to communicate effectively when dealing with difficult situations/conversationso Returning calls promptly and keeping callers updated with information in an effective and efficient wayo Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate
Patient Care :o 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
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
Qualifications and Training
Essential
1. Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
2. Qualified in word processing or audio typing (or equivalent)
3. Business and Administration Level 3 NVQ or equivalent experience
Skills and Abilities
Essential
4. Effective and polite manner when dealing with people, both face to face and on the phone
5. Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy
6. Ability to work effectively in a busy team, adjust to change and motivate others
7. Ability to work independently, managing own workload, whilst providing supervision and support to others
8. Confidence to handle difficult conversations with patients, relatives and carers
9. Ability to adapt to use new computer packages and programmes
10. Effective organisational skills
11. Good IT skills including Microsoft packages
12. Attention to detail
13. Ability to deal with non-routine issues on own initiative
Knowledge and Experience
Essential
14. Secretarial/clerical/administrative experience
15. Knowledge of NHS policies and/or procedures
16. Experience of dealing with the public, both on the telephone and in person
17. Understanding of specialist medical terminology
Desirable
18. Previous NHS experience