University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
To provide Admin support to the Clinic Coordinator team within the Bristol Eye Hospital.
Assisting in uploading e-RS referrals to Evolve for Triage and uploading documents.
Dealing with routine emails from various mailboxes and supporting the Admin team with work.
Main Duties of the Job
1. Support the triaging of referrals by liaising with key clinical staff.
2. Manage patient communications via telephone and through Trust systems to create letters, emails, and text reminders.
3. Act as a point of contact for queries from clinical and non-clinical staff.
4. Liaise with clinical and non-clinical teams across the Trust and external organisations via telephone and email.
5. Escalate patient queries, capacity problems, and general issues to the role's line manager or relevant clinical staff as appropriate.
6. Communicate changes to clinics and appointments to patients as instructed, often at short notice.
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.
Job Responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Knowledge and Experience
* Clerical/administrative experience, including filing and/or reception.
* Previous NHS experience.
* Previous customer service experience.
* Experience of dealing with the public, both on the telephone and in person.
* Experience of developing and maintaining professional working relationships.
* Experience of using a Patient Administration System.
* Knowledge of NHS RTT pathways.
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 outpatient policies and procedures.
Qualifications and Training
* Good standard of general education, GCSE's at grade C or above.
* Microsoft Office packages - Word, Excel, and Outlook.
* Administrative qualification or working towards e.g. NVQ level 2, or equivalent qualification or experience.
* A pride in the quality and accuracy of your work and attention to detail.
* Co-operative, helpful, and flexible attitude to work.
* Genuine interest in the structure and work of the Trust.
* Willingness to undertake training and develop additional skills.
* Forward-thinking, innovative, and proactive approach to work.
* Remain calm in stressful situations with strong resilience.
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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