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Job Overview
We are looking for an enthusiastic, hard-working individual who has the ability to work well within a small dedicated team delivering a high standard of administrative support to the Physiotherapy Outpatient Department at Southmead Hospital. The role requires an elevated level of patient contact by telephone as well as duties associated with clinic management and waiting lists.
The administrative team works hard together to ensure the very best outcome for every patient who visits the service working alongside a friendly physiotherapist team. Part of this role includes providing support to the data quality team working across all therapy services.
Main duties of the job
* To process patient referrals including transferring to other organisations.
* Negotiate patient appointments via telephone to fill last minute empty appointment slots.
* To respond to short-notice clinic cancellations contacting patients to reschedule clinic appointments.
* Answer telephone queries and relaying messages including rescheduling cancellation requests from patients.
* Retrospective clinic bookings on Careflow.
* Adding patients to waiting list following Trust protocol.
* Building ad-hoc slots to facilitate the patient appointment booking process.
* Deal with enquiries from all services users in a helpful manner.
* Uploading to EDMS following Trust protocol.
* Ensure all relevant patient information is recorded on Trust's PAS system and updated accordingly.
* Work flexibly and provide cross cover for colleagues across all therapy services.
* Part of this role will have a data quality element built in to support the Therapies DQ team, essentially using reports to ensure all patient pathways are reporting correctly with the aim of data correction using the hospital patient administration system Careflow.
Person specification
Education/Training & Qualifications
Essential criteria:
* Educated to GCSE or equivalent
Desirable criteria:
* Have a basic understanding of outpatient booking processes and/or a fundamental understanding of the NHS.
Work Experience
Essential criteria:
* Experience of working as part of a team in a multi-disciplinary environment.
* Experience of talking to patients within an excellent customer focused environment.
* Experience of working to fixed protocols and procedures.
* Experience of using Excel spreadsheets to record and track information.
* Previous Outpatient and/or clerical experience.
Desirable criteria:
* Experienced in the NHS or similar organisation.
Knowledge, Skills And Abilities
Essential criteria:
* Excellent verbal and written communication skills
* Able to develop good working relationships amongst team, colleagues and staff.
* Able to work flexibly to meet the needs of the service.
* The ability to work to tight deadlines with good organisational and time management skills.
* Must possess good IT computer skills with a willingness to learn new IT systems.
* Understanding of patient confidentiality.
* Someone who is a team player, always helpful, happy and willing to assist other teams.
Desirable criteria:
* Knowledge of NBT's systems ie. Careflow and ICE
If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.
North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We 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 currently underrepresented in NBT’s workforce at Band 8a and above.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
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