University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
To process outpatient appointments with patients by telephone in line with the PAP, including informing patients of any changes or cancellations to their appointment and re-book their appointment if required.
To record, maintain and update admission information on the Trust's Patient Administration System (PAS).
To register patients onto waiting lists and generate all associated paperwork in adherence with the PAP and Trust Outpatient Booking Procedures.
To book patient appointments in line with the PAP and arrange appointment-related services as and when required (e.g., transport and interpreting services).
Be responsible for the accurate entry of data to computerized databases, using all computer systems relevant to the role.
To check incoming email inbox(es) on a daily basis to keep up to date with departmental and Trust-wide news and information.
Main Duties of the Job
To liaise with and act as a point of contact for queries from clinical and non-clinical staff.
Escalate patient queries, complaints, capacity problems, and general issues to the role's line manager or relevant clinical staff as appropriate.
To monitor, manage, and validate active and backlog waiting list data. To manage patient communications via telephone and use Trust systems to create letters, emails, and text reminders.
Implement the policy and investigate patients who do not attend (DNA) their appointment.
To initiate appropriate action to address issues to ensure patients do not breach maximum waiting times and ensure patients are given reasonable notice.
Attend appropriate meetings as required by the role's line manager.
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.
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 that 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 to ensure we're meeting our pledge.
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
* Educated to GCSE, grade C or above (or equivalent) in English Language and Maths.
* Business and Administration Level 3 NVQ or equivalent experience.
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.
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 admission 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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