Job summary
To book help booking MRI CT and Ultrasound appointments within radiology at the Bristol Royal Infirmary
To monitor and managing active and backlog waiting list data, contacting patients via telephone and using Trust systems to create letters, emails and text reminders. To be aware of the referral history, ensuring appointments are arranged in the most appropriate department for patient needs and to monitor and notify referrers of rejected requests.
To be the first point of contact for staff queries and patient complaints.
The postholder will be required to work 37.5 hours per week.
Main duties of the job
To monitor, manage and validate active and backlog waiting list data To manage patient communications via telephone and use Trust systems to create letters, emails and text reminders
Implement the policy and investigate patients who do not attend (DNA) their appointment
To initiate appropriate action to address issues to ensure patients do not breach maximum waiting times and ensure patients are given reasonable notice
Attend appropriate meetings as required by the role's line manager
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
To process outpatient appointments with patients by telephone in line with the PAP, including informing patients of any changes or cancellations to their appointment and re-book their appointment if required
To record, maintain and update admission information on the Trusts Patient Administration System (PAS)
To register patients onto waiting lists and generate all associated paper work in adherence with the PAP and Trust Outpatient Booking Procedures
To book patient appointments in line with the PAP and arrange appointment related services as and when required (E.g. transport and interpreting services)
Be responsible for the accurate entry of data to computerised databases, using all computer systems relevant to the role
To check incoming email inbox(s) on a daily basis to keep up to date with departmental and Trust wide news and information
Job description
Job responsibilities
To process outpatient appointments with patients by telephone in line with the PAP, including informing patients of any changes or cancellations to their appointment and re-book their appointment if required
To record, maintain and update admission information on the Trusts Patient Administration System (PAS)
To register patients onto waiting lists and generate all associated paper work in adherence with the PAP and Trust Outpatient Booking Procedures
To book patient appointments in line with the PAP and arrange appointment related services as and when required (E.g. transport and interpreting services)
Be responsible for the accurate entry of data to computerised databases, using all computer systems relevant to the role
To check incoming email inbox(s) on a daily basis to keep up to date with departmental and Trust wide news and information
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 admission 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
Aptitudes
Essential
- Respecting Everyone
- Embracing Change
- Recognising Success
- Working Together
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 admission 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
Aptitudes
Essential
- Respecting Everyone
- Embracing Change
- Recognising Success
- Working Together
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)
