Job summary
This role provides essential support to the Respiratory Medicine and Respiratory Physiology services by helping provide an outstanding experience for our patients. The successful applicant will join a dynamic and motivated team who are committed to reducing wait times and improving access to our service. The role requires regulars clinic booking, data quality and patient communication support.
Main duties of the job
The post holder will be responsible for facilitating bookings for a number of routine clinic and diagnostic as well as providing general administrative support to the service, including data quality and patient contact.
There is a requirement to use local electronic patient systems for bookings, such as ERS and Lorenzo, and training will be provided. Procedures will need to be followed in relation to booking appointments, audio-typing clinic letters and relevant correspondence and administering the DNA process.
You will be required to actively co-ordinate and monitor the reduction of waiting times, in line with Government Access Targets and local guidelines, ensuring patients are dated within the Referral to Treatment waiting times.
Another key aspect of the role will be to ensure full clinic utilisation for Respiratory Medicine services as well as working as part of a team to facilitate the Physiology testing service, ensuring compliance with DM01 targets.
About us
North Bristol NHS Trust is the largest Trust in the South West region and one of the largest trusts in the country. Last year the Trust treated over 100,000 inpatients, over 35,000 outpatients, 90,000 emergency department patients and helped deliver over 6,000 babies. It employs more than 9,500 staff, has approximately 1,050 inpatient beds and income in excess of £540 million.
The Trust provides Medical, Surgical, Neonatal and Maternity Care for its local population of approximately a million people in Bristol, South Gloucestershire and North Somerset. The Trust also provides regional services in Neurosciences, Orthopaedics, Pathology, Plastic Surgery and Burns, Renal Medicine and Transplant and Urology and is the Major Trauma Centre for the West Country.
The health service in Bristol, North Somerset, and South Gloucestershire is being remodelled to concentrate on acute facilities and where appropriate to provide more care close to patient homes through a network community hospitals and facilities. The Trust recently moved the majority of its acute services to the Brunel Building, regarded as one of the best hospital facilities in Europe, on the Southmead Hospital Site. At Southmead Hospital, we also have our excellent maternity and women's health services, the Bristol Breast Care Centre and the Trust's Severn Pathology service.
Job description
Job 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.
Job description
Job 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
Education/Training/Qualifications
Essential
- Minimum three GCSE/O'level qualifications, to include English Language and Mathematics
Desirable
- Knowledge of medical terminology
Knowledge/Skills/Abilities
Essential
- Confidence in talking to patients and senior clinicians regularly
- Exceptional organisational skills and willingness to go above and beyond for patients
- Ability to self -motivate and manage large recurrent workload.
- Demonstrate working to tight deadlines/under pressure
- Able to work independently in own role, showing initiative but understanding when to seek appropriate guidance
Work Experience
Essential
- Experience of administrative and clerical practices and processes
- Extensive working knowledge of Microsoft Word and Outlook
Desirable
- 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
Personal Qualities/Special Circumstances
Essential
- Must be able to produce work of an accurate and high standard
- Being comfortable with learning new skills and changing the way we work to meet service needs
- Very good verbal communication skills, articulate, helpful and confident in dealing with people both face to face and over the telephone
- To be able to maintain good working relationships within own team and wider hospital staff groups/departments
- Professional, courteous and positive approach
- Provide an understanding of the importance of confidentiality and data protection in a hospital environment
- To have a very good time -keeping and attendance record
Person Specification
Education/Training/Qualifications
Essential
- Minimum three GCSE/O'level qualifications, to include English Language and Mathematics
Desirable
- Knowledge of medical terminology
Knowledge/Skills/Abilities
Essential
- Confidence in talking to patients and senior clinicians regularly
- Exceptional organisational skills and willingness to go above and beyond for patients
- Ability to self -motivate and manage large recurrent workload.
- Demonstrate working to tight deadlines/under pressure
- Able to work independently in own role, showing initiative but understanding when to seek appropriate guidance
Work Experience
Essential
- Experience of administrative and clerical practices and processes
- Extensive working knowledge of Microsoft Word and Outlook
Desirable
- 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
Personal Qualities/Special Circumstances
Essential
- Must be able to produce work of an accurate and high standard
- Being comfortable with learning new skills and changing the way we work to meet service needs
- Very good verbal communication skills, articulate, helpful and confident in dealing with people both face to face and over the telephone
- To be able to maintain good working relationships within own team and wider hospital staff groups/departments
- Professional, courteous and positive approach
- Provide an understanding of the importance of confidentiality and data protection in a hospital environment
- To have a very good time -keeping and attendance record
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.
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.
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).
