University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
This is an opportunity for a hardworking and enthusiastic individual to join the Bristol Haematology and Oncology Outpatients department in an acute city centre hospital.
Working in a fast-paced environment as part of a large team, you will draw on your experience and skills to effectively communicate with patients, clinicians, and peers to support the effective management of a range of administrative tasks.
Main duties of the job
Communication:
* To support the triaging of referrals by liaising with key clinical staff
* Manage patient communications both via telephone and through Trust systems to create letters, emails, and text reminders
* Act as a point of contact for queries from clinical and non-clinical staff
* Liaise with clinical and non-clinical teams across the Trust via telephone and email
* Escalate patient queries, capacity problems, and general issues to the role's line manager or relevant clinical staff as appropriate
* Communicate changes to clinics and appointments to patients as instructed, often at short notice
* 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 a professional and empathetic manner
Organising and Planning:
* Implement the policy for patients who do not attend (DNA) their appointment
* To manage and monitor all outstanding appointment requests through the Trust's Patient Administration System (PAS) and escalate any issues immediately to your manager
* Ensure clinic lists are effectively utilised in discussion with the appropriate clinician and manager, and rebook any cancelled appointment slots
* Attend appropriate meetings as required by the role's line manager
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 independently, managing own workload, whilst providing supervision and support to others
* Confidence to handle difficult conversations with patients, relatives, and carers
* Effective organisational skills
* Good IT skills including Microsoft packages
* Working knowledge of outpatient policies and procedures
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
* Line Management 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
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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