Job summary This is a fantastic opportunity for a hardworking and enthusiastic individual to join the admin team at Bristol Royal Infirmary, part of UHBW, in an acute city centre hospital. Working in a fast-paced environment as part of a friendly and supportive 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. For further details please view the job description and person specification. This is a part time position, based at the Bristol Royal Infirmary. 18.75 hours per week over 3, 4 or 5 daysbetween Monday - Friday 8am-5pm - working pattern to be agreed 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 as appropriate Communicate changes to clinics and appointments to patients as instructed, often at short notice To support the triaging of referrals by liaising with key clinical staff Patient Care: 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: 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 manage 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. Anonymous information will be used from your application in order to ensure we're meeting our pledge. Date posted 06 November 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year pa pro rata Contract Permanent Working pattern Part-time Reference number 387-M-3087-TJ Job locations Bristol Royal Infirmary Upper Maudlin Street Bristol BS2 8HW Job description Job responsibilities For a more detailed job description, main responsibilities, and person specification, please refer to the job description document attached to this vacancy. Job description 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 Qualifications and Training Essential Educated to GCSE, grade C or above (or equivalent) in English Language and Maths Desirable Business and Administration Level 3 NVQ or equivalent experience Aptitudes Essential Respecting Everyone Embracing Change Recognising Success Working Together Knowledge and Experience Desirable Previous NHS experience Experience of using a Patient Administration System Experience of dealing with the public, both on the telephone and in person Clerical / administrative experience, including filing and/or reception Skills and Abilities Essential 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 Attention to detail Clerical/Administrative Experience Desirable Working knowledge of outpatient policies and procedures Person Specification Qualifications and Training Essential Educated to GCSE, grade C or above (or equivalent) in English Language and Maths Desirable Business and Administration Level 3 NVQ or equivalent experience Aptitudes Essential Respecting Everyone Embracing Change Recognising Success Working Together Knowledge and Experience Desirable Previous NHS experience Experience of using a Patient Administration System Experience of dealing with the public, both on the telephone and in person Clerical / administrative experience, including filing and/or reception Skills and Abilities Essential 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 Attention to detail Clerical/Administrative Experience Desirable Working knowledge of outpatient 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) Address Bristol Royal Infirmary Upper Maudlin Street Bristol BS2 8HW Employer's website https://www.uhbw.nhs.uk/ (Opens in a new tab)