Detailed Job Description And Main Responsibilities

Booking Duties

• To maintain clinic utilization in relevant clinics, including short notice cancellation re-books.
• To coordinate testing and consultation appointments to improve department performance and patient experience.
• To monitor the clinic capacity and demand for appointments in the relevant clinics.
• To book routine, urgent appointments, taking an overview and maximising appointment slots, escalating if the slots are insufficient against patients awaiting appointments.
• To support in the management of waiting lists by highlighting booking challenges to waiting list coordinators.
• To have a robust patient cancellation process, returning to GP care where appropriate.
• To use the hospital computer systems to undertake all processes required for the patients outpatient visit and to arrange follow-up outpatient appointments in accordance with the booking protocols.
• To undertake other administrative or clerical duties as required by the department, such as incoming mail, updating of spreadsheets etc.

Admin Duties

• To respond promptly and professionally to internal and external telephone enquiries, ensuring accurate information is recorded and disseminated to all parties.
• To support with data quality work as required by the Support Manager.
• To engage with departmental initiatives and embody the NBT Cares culture.
• To liaise with patients, relatives, General Practitioners, clinical and administrative staff over the telephone, face to face and in written correspondence.
• To have effective communication in relation to the status of patient appointments, in particular with Medical Secretaries and clinicians within Cardiology.
• To ensure that all clinics are outcomed (cashed-up) at the end of the working day.
• To meet and have regular contact with the Secretarial Team/Support Services Manager and Specialty Manager.
• To support with patient communication by answering e-mails and phone calls from the general lines.
• To maintain a safe environment for patients and staff, raising concerns where appropriate.
• To manage own annual leave to ensure sufficient notice to clinical staff of non-cover of reception/booking, and that Medical Secretaries are informed of absence.
• To ensure patient confidentiality is maintained at all times.
• To maintain quality of own workload, adapting own practice in accordance with service needs and demands, offering suggestions for improvement of services.
• To contribute to own personal development and attend mandatory and other training relevant to the role.
• To carry out other reasonable duties, appropriate to the grade, as agreed between the post holder and Support Services Manager/Specialty Manager.

Person Specification

Work Experience

Essential criteria

• Experience of administrative and clerical practices and processes
• Extensive working knowledge of Microsoft Word and Outlook

Desirable criteria

• NHS administrative experience
• Experience using a computerised patient administration system or company database. Willingness to learn new IT skills and technology
• Experience of having worked in the NHS, or other patient/customer focused environment
• Knowledge of NHS performance metrics and targets
• Experience of working in a large team

Knowledge/Skills/Abilities

Essential criteria

• Confidence in talking to patients and senior clinicians regularly
• Ability to self-motivate and manage large recurrent workload
• Demonstrate working to tight deadlines/under pressure
• Very good verbal communication skills, articulate, helpful and confident in dealing with people both face to face and over the telephone

Education/Training/Qualifications

Essential criteria

• Minimum three GCSE/O’level qualifications, to include English Language and Mathematics

Desirable criteria

• Knowledge of medical terminology

Additional Information

We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.

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 to ensure we’re meeting our pledge.

The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.

BFT is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

To comply with Part 7 of the Immigration Act 2016, all applicants must be able to speak fluent English to an appropriate standard, which will be assessed at interview.

If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points-based system.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

By applying for this post, you are agreeing to Bristol NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.

Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

Important

Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form.

Due to the high number of applications that are received for some posts, we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification.

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide, interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.