Job summary
The post holder will support the operational flow and delivery of timely care in the Adults Emergency Department within the Division of Medicine. The Emergency Department is a fast-paced and dynamic environment with competing priorities, requiring the ability to work collaboratively with multiple staff groups and adapt quickly to changing situations. They will oversee the flow of patients throughout the department, working closely with the Emergency Department Nursing and Medical team, the post holder will help deliver key targets, ensuring effective registering of patients within ED.
They will liaise daily with clinical and administrative colleagues to maintain high standards of service, resolve challenges, and support patient care. This job description is not an exhaustive list of duties but is intended to give a general indication of the range of work undertaken and will vary in detail in the light of changing demands and priorities within the Department / Directorate.
To help maintain patient flow by providing an overall awareness of changing pressures in the department and escalating any potential delays swiftly, all in accordance with relevant policies, procedures, protocols, and guidelines.
Main duties of the job
Track all patients throughout their journey within the Emergency Department (ED), including diagnostics, bed moves, and admission, ensuring real-time oversight of patient flow
Ensure accurate and timely data entry onto the Electronic Patient Record (EPR) and associated systems to reflect the patient journey and support the achievement of ED performance targets.
Work collaboratively with the Nurse in Charge (NIC), Emergency Practitioner in Charge (EPIC), and Shift Co-ordinator to proactively identify patients at risk of breaching quality indicators, including the 4-hour emergency standard and 12-hour trolley waits.
Liaise with internal and external specialties, departments, and services to facilitate timely patient movement and progression through the ED.
Contact specialty teams under the direction of the Shift Co-ordinator to ensure timely responses, chasing outstanding referrals (particularly for patients in the department for over 2 hours) and escalating delays appropriately.
Identify, monitor, and escalate delayed diagnostics (e.g. CT, MRI, laboratory results) and highlight returned results to the relevant clinical teams.
Investigate and escalate bed requests to the Site Management Team to support timely admissions.
Attend Safety Huddles, GRIP, and multidisciplinary meetings, and provide feedback to colleagues unable to attend.
Liaise with IM&T, MEMO, Security, Portering, and other support services, following appropriate escalation procedures where required.
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
Work independently and use own initiative when required, without direct supervision of the line manager.
- Comply with statutory and mandatory training requirements and adhere to departmental procedures, including sickness absence and annual leave reporting.
- Assist with the induction and orientation of new staff within the department.
- Maintain awareness of health and safety responsibilities to ensure a safe environment for staff, patients, and visitors.
- This role involves carrying patient medical record files and requires a high level of concentration, with the majority of the working day spent using a computer.
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Escalate operational pressures and patient flow concerns to Divisional Silver, departmental management, and Trust operational teams as necessary.
Maintain and manage patient documentation, including admission notes, ensuring records are complete and appropriately stored.
Support the department during system downtime in line with Clinical Service Unit Business Continuity Plans.
Assist patients by providing directions, escorting them to other areas of the hospital when required, and arranging interpreter services for non-native speakers.
Support clinical teams by coordinating specialty reviews, arranging follow-up appointments, and ensuring timely clinic follow-up where required.
Print approved patient information leaflets, and support communication needs.
This role involves daily face-to-face interaction with patients, their families, and members of the public within a busy Emergency Department setting. The post holder should be prepared to manage conversations that may be challenging or emotionally distressing, including situations involving patients in pain, distress, or crisis.
- As part of their induction programme, the postholder will be required to complete training in the use of specific ICT systems to ensure effective support within the Emergency Department. Additional mandatory training will cover health and safety protocols within the department, data protection and confidentiality requirements, and safeguarding principles to ensure the safety and wellbeing of patients and staff.
Job description
Job responsibilities
Work independently and use own initiative when required, without direct supervision of the line manager.
- Comply with statutory and mandatory training requirements and adhere to departmental procedures, including sickness absence and annual leave reporting.
- Assist with the induction and orientation of new staff within the department.
- Maintain awareness of health and safety responsibilities to ensure a safe environment for staff, patients, and visitors.
- This role involves carrying patient medical record files and requires a high level of concentration, with the majority of the working day spent using a computer.
-
Escalate operational pressures and patient flow concerns to Divisional Silver, departmental management, and Trust operational teams as necessary.
Maintain and manage patient documentation, including admission notes, ensuring records are complete and appropriately stored.
Support the department during system downtime in line with Clinical Service Unit Business Continuity Plans.
Assist patients by providing directions, escorting them to other areas of the hospital when required, and arranging interpreter services for non-native speakers.
Support clinical teams by coordinating specialty reviews, arranging follow-up appointments, and ensuring timely clinic follow-up where required.
Print approved patient information leaflets, and support communication needs.
This role involves daily face-to-face interaction with patients, their families, and members of the public within a busy Emergency Department setting. The post holder should be prepared to manage conversations that may be challenging or emotionally distressing, including situations involving patients in pain, distress, or crisis.
- As part of their induction programme, the postholder will be required to complete training in the use of specific ICT systems to ensure effective support within the Emergency Department. Additional mandatory training will cover health and safety protocols within the department, data protection and confidentiality requirements, and safeguarding principles to ensure the safety and wellbeing of patients and staff.
Person Specification
Knowledge and Experience
Essential
- Demonstrable experience of dealing with the public, both on the telephone and in person
- Experience in NHS or a customer service organisation
- Experience of working within a team
Desirable
- Previous relevant experience in a healthcare setting
Aptitudes
Essential
- Excellent communication skills
- Capable of working with minimal supervision
- Highly organised
- An empathetic approach to customer service
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
- Good Keyboard, word processing skills
- Good general standard of literacy and numeracy
Skills and Abilities
Essential
- Ability to work on your own initiative and with minimal supervision
- Ability to prioritise your own work when under pressure and multi task
- Excellent communication/interpersonal skills
- Ability to deal sensitively and appropriately with the client group
- Ability to remain calm and resilient when dealing with challenging or emotionally distressing situations, while maintaining professionalism
- Good organisational skills
- Reliable
- Flexible approach to meet the needs of the service
- Ability to work in a multi-disciplinary team
- Self-confident and approachable
- Willingness to learn new skills, Highest integrity
- Able to work to rota requirements including bank holidays, evenings and weekends
Person Specification
Knowledge and Experience
Essential
- Demonstrable experience of dealing with the public, both on the telephone and in person
- Experience in NHS or a customer service organisation
- Experience of working within a team
Desirable
- Previous relevant experience in a healthcare setting
Aptitudes
Essential
- Excellent communication skills
- Capable of working with minimal supervision
- Highly organised
- An empathetic approach to customer service
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
- Good Keyboard, word processing skills
- Good general standard of literacy and numeracy
Skills and Abilities
Essential
- Ability to work on your own initiative and with minimal supervision
- Ability to prioritise your own work when under pressure and multi task
- Excellent communication/interpersonal skills
- Ability to deal sensitively and appropriately with the client group
- Ability to remain calm and resilient when dealing with challenging or emotionally distressing situations, while maintaining professionalism
- Good organisational skills
- Reliable
- Flexible approach to meet the needs of the service
- Ability to work in a multi-disciplinary team
- Self-confident and approachable
- Willingness to learn new skills, Highest integrity
- Able to work to rota requirements including bank holidays, evenings and weekends
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 Royal Infirmary
Upper Maudlin Street
Bristol
BS2 8HW
Employer's website
https://www.uhbw.nhs.uk/ (Opens in a new tab)
