Job summary
The role is part of a team which provides an efficient and effective patient-focused secretarial service for the Consultants and multi-disciplinary teams.
Key tasks will include formatting of clinic letters, managing the Medical Secretary in-box and responding to e-mail queries, taking phone calls.
You will also be a point of contact for queries from patients, relatives and other professionals and will be a key part of the team, driving forward service improvement and patient focussed care. You will work closely with the other admin teams within BHOC, helping to ensure that patients have outpatient and treatment appointments provided.
The team works flexibility and there will likely be occasions where you are required to work in other departments within the Centre. Once training is completed and staff have been signed off as competent, home working is an option (although on-site working is still required).
Main duties of the job
Communication:
- To liaise with and act as a point of contact for clinical and non-clinical staff via telephone and email
- Act as a point of contact for patients, relatives, and carers. The post holder should be polite and empathetic to the patient's needs at all times and be able to communicate effectively when dealing with difficult situations/conversations.
- Returning calls promptly and keeping callers updated with information in an effective and efficient way.
- Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate
Patient Care:
- To show a caring and professional approach towards patients, relatives and carers. This may require acting with resilience to deal with sometimes distressed patients and relatives in a professional and empathetic manner.
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
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
For a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
Essential
- Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
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 whislt 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 admission policies and Procedures
Aptitudes
Essential
- Supportive
- Respectful
- Innovative
- Collaborative
Knowledge and Experience
Essential
- Clerical / Admin experience, including filing and or reception
- Previous NHS experience in a cancer setting
- Experience of using medway with clinic coordination training and access level
- Experience of dealing with the public, both on telephone and in person
Desirable
- Experience of using Mosaic System
Person Specification
Qualifications and Training
Essential
- Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
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 whislt 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 admission policies and Procedures
Aptitudes
Essential
- Supportive
- Respectful
- Innovative
- Collaborative
Knowledge and Experience
Essential
- Clerical / Admin experience, including filing and or reception
- Previous NHS experience in a cancer setting
- Experience of using medway with clinic coordination training and access level
- Experience of dealing with the public, both on telephone and in person
Desirable
- Experience of using Mosaic System
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
Myrtle Road Administration Offices
Kingsdown
Bristol
BS2 8BL
Employer's website
https://www.uhbw.nhs.uk/ (Opens in a new tab)
