Main area: Specialised Services
Grade: Band 2
Contract: Fixed term: 12 months (To cover Maternity Leave for 12 months)
Hours: Full time - 37.5 hours per week (Monday - Friday 08:30 - 17:00)
Job ref: 387-SPS-3980-MF
Site: Myrtle Road Admin Offices
Town: Bristol
Salary: £23,615 pa pro rata
Salary period: Yearly
Closing: 15/11/2024 08:00
Interview date: 22/11/2024
The Reception and Appointment Clerk works in an office-based role, booking appointments and managing our telephone systems. As the team deals with a wide range of enquiries, the Reception and Appointment Clerk will often link in with the other admin teams, including the Treatment Bookings team, Clinic Co-Coordinators, Medical Secretaries, and Nurse Specialist Support Team.
The Reception and Appointment Clerk also provides a frontline welcome, support, information, and signposting to patients being treated and living with a cancer diagnosis, as well as patients who have non-malignant blood conditions. Working as part of a multi-disciplinary team across the Bristol Haematology and Oncology Centre (BHOC) Outpatient and Day Unit, in both Haematology and Oncology.
The Reception and Appointment team work across two sites, Bristol Haematology & Oncology Centre and the Myrtle Road Administration Office.
Main duties of the job
1. To welcome patients to the department, ensuring that patient information held is correct (address, telephone numbers, GP details, Next of Kin details), and that the attendance is recorded on Medway/Mosaiq.
2. To liaise with patients, wards, clinical staff, GPs, and Trust support staff in person, via telephone, and email as necessary.
3. To communicate effectively, promptly, and accurately, applying discretion and tact where necessary, with written, telephone, and face-to-face contact, with patients, visitors, other Trust staff, and various external agencies.
4. To escalate patient queries, capacity problems, and general issues to the role’s line manager or relevant clinical staff as appropriate.
5. To provide appropriate and timely information to all visitors to the Department or in response to telephone calls as deemed necessary and appropriate, and in accordance with the Data Protection Act and any Hospital/Departmental guidelines.
6. To be a point of contact for 'Outpatient' and 'Treatment Bookings' telephone calls into the department.
7. To liaise with the nursing and medical staff to ensure that planned day unit sessions run to time, have all the relevant patient notes prior to patients attending, and that patient notes are prepped with necessary paperwork and labels.
Person specification
Knowledge and Experience
* Previous experience in a healthcare or public setting
* Previous NHS experience
* Clerical/administration experience including filing and/or reception
Qualifications and Training
* Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
Skills and Abilities
* Excellent/professional telephone manner
* Flexible approach to duties
* Able to work under pressure and meet deadlines while maintaining a high level of accuracy
* Good IT skills including Microsoft packages
* Confidence to handle difficult conversations with patients, relatives, and carers
* Ability to work effectively in a busy team, adjust to change, and motivate each other
* Ability to work independently and as part of a team
We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.
IMPORTANT:
Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts.
Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification.
Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.
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