University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
The post holder will work within UHBW and be responsible for organising a number of outpatient clinics. This will include the receipt and processing of referrals in accordance with the Patient Access Policy and local Referral to Treatment (RTT) guidance. The role of Outpatient Appointment Coordinator is to serve as a contact for patients accessing our services. The role is therefore responsible for setting high standards of patient care by enacting the Trust's values at all times.
Main duties of the job
Communication:
1. To liaise with patients, wards, clinical staff, GPs and Trust support staff in person, via telephone and email as and when necessary.
2. Escalate patient queries and any general issues to clinical staff or line manager as appropriate.
3. To 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 an empathetic manner.
4. Lung Multi-Disciplinary Team (MDT) - provide patients with next step information as directed by team.
5. Add patients to the Ward admissions list review and amend as guided by the Medics.
Organising and Planning:
1. To carry out associated clerical duties, for example maintaining accurate filing systems, receiving post, arranging couriers and scanning patient notes if required.
2. To keep patient information materials up to date.
3. Upload documents into clinical systems.
4. Accurately and efficiently enter data into an External National Database.
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.
Job responsibilities
For a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Person Specification
Knowledge and Experience
* Clerical/administration experience including filing and/or reception.
* Experience of dealing with the public, both on the telephone and in person.
* Previous NHS experience.
Qualifications and Training
* Business and Administration Level 3 NVQ or equivalent experience.
* 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 whilst maintaining a high standard 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 others.
* Ability to work independently and as part of a team.
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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