Patient Administration

• Book, amend, cancel and reschedule outpatient appointments in accordance with departmental procedures and patient choice requirements.
• Manage consultant, specialist nurse and multidisciplinary clinics across Diabetes and Endocrinology services.
• Process referrals and ensure patients are added appropriately to waiting lists and patient tracking systems.
• Validate patient pathways and ensure records remain accurate and up to date.
• Monitor incomplete pathways and take appropriate action to prevent delays in patient care.
• Support the processing of clinic outcomes and follow-up actions arising from outpatient appointments.
• Ensure patients are booked in accordance with clinical priority and Trust waiting time standards.

Insulin Pump Service Support

• Provide dedicated administrative support to the Insulin Pump Service.
• Support coordinating insulin pump clinics, annual reviews, pump initiation appointments and follow-up appointments.
• Support the organisation of insulin pump education programmes, group sessions and virtual training events.
• Maintain accurate waiting lists for insulin pump and diabetes technology patients.
• Liaise with diabetes specialist nurses, consultants, dietitians and external pump providers regarding clinic scheduling and patient administration.
• Produce patient correspondence relating to pump starts, reviews, upgrades and follow-up care.
• Monitor administration processes associated with diabetes technology pathways and escalate issues appropriately.

Communication

• Act as a point of contact for patients, relatives, carers, GPs and healthcare professionals.
• Respond to telephone, email and written enquiries in a professional, courteous and timely manner.
• Communicate effectively with patients who may be anxious, distressed or frustrated regarding appointments or treatment plans.
• Liaise with clinical teams regarding clinic activity, waiting list management and patient pathway queries.
• Escalate urgent concerns or issues to the appropriate clinician or manager.

Waiting List And Pathway Management

• Manage waiting lists in accordance with Trust policies and Referral to Treatment (RTT) requirements.
• Monitor patient pathways to ensure timely progression through treatment.
• Identify and investigate pathway delays, missing information or booking issues.
• Support regular validation exercises to ensure data quality and compliance with national targets.
• Escalate potential breaches and capacity concerns as appropriate.

Clinical Correspondence And Records Management

• Support the processing and distribution of clinic letters and patient correspondence.
• Ensure clinic outcomes are accurately recorded and actioned.
• Maintain accurate electronic patient records in line with Trust standards.
• Retrieve, update and manage patient information using Trust systems.
• Ensure confidentiality is maintained at all times in accordance with GDPR and Information Governance requirements.

Information And Data Management

• Input and maintain accurate patient data on Trust information systems.
• Generate administrative reports and activity data as required.
• Assist with data collection exercises and service audits.
• Support monitoring of service activity, performance measures and waiting list information.
• Ensure all information is recorded accurately and available for reporting purposes.

Service Improvement

• Contribute to the review and improvement of administrative processes.
• Identify opportunities to improve efficiency and patient experience.
• Participate in departmental projects and service developments.
• Support implementation of new ways of working and administrative systems.
• Share learning and good practice across the team.

Team Working

• Work collaboratively with administrative, nursing, medical and allied health professional colleagues.
• Provide support and guidance to new members of staff where required.
• Participate in team meetings and contribute to service objectives.
• Maintain positive working relationships with colleagues across the Trust.
• Provide cross-cover during periods of annual leave, sickness or increased workload.

Governance And Compliance

• Adhere to Trust policies, procedures and statutory requirements.
• Maintain patient confidentiality at all times.
• Complete mandatory training and participate in personal development activities.
• Support compliance with health and safety, safeguarding and information governance requirements.
• Ensure all work is undertaken in accordance with departmental and Trust standards.

Person Specification

Education And Qualifications

Essential Criteria

• Minimum three GCSE/ O’ Level qualifications, to include English Language and Mathematics
• NVQ Level 3 or equivalent experience

Desirable Criteria

• RSA or equivalent typing qualification or demonstrated extensive experience and skill
• Knowledge of medical terminology

Experience

Essential Criteria

• Experience in typing or secretarial duties in an office environment
• Experience of administrative and clerical practices and processes
• Extensive working knowledge of Microsoft Word and Outlook
• Must have used a computerised patient administration system or company database. Willingness to learn new IT skills and technology

Desirable Criteria

• Experience of having worked in the NHS, or other patient/customer focused environment
• Knowledge of audio typing or digital dictation would be an advantage
• Experience of working with Excel spreadsheets

Knowledge/Skills/Abilities

Essential Criteria

• Competence in preparing and sorting documentation and data, checking layout and content of correspondence for self and clinicians
• Exceptional typing skills, able to process large amounts quickly and accurately
• Must be able to demonstrate organisation and prioritisation skills
• Demonstrate working to tight deadlines/under pressure
• Able to work independently in own role, showing initiative but understanding when to seek appropriate guidance

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