Job summary
Job Purpose
The post holder will be responsible for booking outpatients appointment according to the Access Policy
To deliver excellent Customer care on the telephone customer care on the telephone.
To make sure doctors' clinic are fully utilised.
Referral to treatment target will be understood and following the Access Policy will be essential. processing Patients referrals
Main duties of the job
Organisation of doctor's clinics to open and close for Annual leave and ED cover in accordance with availability
Answer telephone calls/ email queries and booking of appointments as necessary.
To be responsible for entering and updating accurate information on the Careflow and for patients' records, in a timely way.
To maintain and manage Partial Booking Lists for New and follow up patients to support effective patient management, within targets.
To communicate effectively, accurately applying discretion and tact where necessary, with written, over the telephone, e-mail and face to face contact with patients, visitors, other trusts and external agencies.
To adopt and ensure compliance with all relevant policies.
To promote and support changes to working practices, to improve service delivery.
To maintain and promote the health and safety of self, patients and members of staff.
To attend any relevant meetings, as directed by your line-manager.
To undertake any other suitable task as agreed with the line-manager.
To check in-coming mailboxes from Call centre changing patients appointments
To upload patients e-RS referrals into Evolve and process referrals in Evolve
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.
Job description
Job responsibilities
Booking patients
monitoring PBWL and opening /cancelling clinics clinics for Annual leave and on Call
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
Booking patients
monitoring PBWL and opening /cancelling clinics clinics for Annual leave and on Call
For a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Person Specification
Knowledge and Experience
Essential
- Clerical / administrative experience, including filing and/or reception
- Experience of dealing with the public, both on the telephone and in person
Desirable
- Previous NHS experience
- Experience of using a Patient Administration System
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
Desirable
- Working knowledge of outpatient policies and procedures
Qualifications and Training
Essential
- Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
- Business and Administration Level 3 NVQ or equivalent experience
Person Specification
Knowledge and Experience
Essential
- Clerical / administrative experience, including filing and/or reception
- Experience of dealing with the public, both on the telephone and in person
Desirable
- Previous NHS experience
- Experience of using a Patient Administration System
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
Desirable
- Working knowledge of outpatient policies and procedures
Qualifications and Training
Essential
- Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
- Business and Administration Level 3 NVQ or equivalent experience
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).
Employer details
Employer name
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
Address
Bristol Eye Hospital
lower Maudlin Street
BRISTOL
BS1 2LX
Employer's website
https://www.uhbw.nhs.uk/ (Opens in a new tab)
