Therapy Administrative Support

2 months ago


Bristol, United Kingdom North Bristol NHS Trust Full time

The Administrative Support role is responsible for prioritising patient referrals, ensuring appointments are scheduled chronologically as well as rescheduling outpatient physiotherapy appointment.

Working well as part of a team and working in accordance with the BNSSG Patient Access Policy, NHS Guidelines and Trust and Departmental Policies and Protocols.

As part of a well-established administrative team the role requires an elevated level of patient contact by phone as well as administration duties associated with clinic management and waiting lists whilst being able to use own initiative with a great team-player ethos to ensure an effective and efficient, and high quality of administrative support is always provided.

Thepost-holderis required tobe anexcellentteamplayerprovidingadministrativesupportin an exceptionallybusy departmentsupporting35+ physiotherapistsbasedat Southmead Hospital.
- To process patient referrals received ensuring that they are dealt with including transferring referrals to other service providers as per Departmental processes.
- To respond promptly to short-notice clinic cancellations (i.e., sickness) ensuring all patients are promptly contacted by telephone and rescheduled into another appointment.
- Retrospective booking of clinics appointments (following departmental processes) to ensure all patient attendances are recorded appropriately on Care-flow/PAS.
- To add patients to a waiting list where necessary offering appointment dates within agreed timescales as per Trust and Patient Access Policy ensuring patients are managed chronologically or via priority of referral.
- To liaise effectively with line manager and therapists regarding problems with booking patients as per policy.
- To deal with enquiries from all service users in a helpful, courteous, and diplomatic manner.
- Photocopying, filing and other administrative duties to ensure the efficient running of the office as well as being flexible in terms of ad-hoc administrative tasks.
- Ensure that patients are offered the first available date considering previously cancelled appointments.
- Notifying patents of their booked appointment date and time verbally by telephone.
- Ensuring that appropriate paperwork is sent to patients in a timely manner.
- Always adhere to the Trust patient Access Policy.
- To be flexible to alter shifts to support cover and duties due to annual leave/ sickness.
- Provide cover for colleagues across the specialty during periods of planned annual leave and sickness.
- Promptly answer telephone enquiries, taking and relaying messages in a polite and helpful manner. This may include enquiries from patients, their GPs and community hospitals.
- To be proactive in the future redesign and piloting of new processes within the department to help streamline and update processes.
- Maintain a high quality in own work and encourage others to do so.
- To participate in the training of inexperienced staff to the team
- To undertake admin duties to cover colleagues' absence (i.e., sickness etc)
- Contribute to own personal development and assist with learning and development activities and will be required to complete mandatory training and all training essential to this role.
- To ensure patient confidentiality is always maintained.
- Be aware of the needs and concerns of patients and to provide a friendly, efficient service to patients. Use effective listening and communication skills when dealing with potentially distressed patients. Use empathetic approach to patients seeking assistance from clinical staff/senior managers as appropriate.
- To undertake additional administrative tasks and responsibilities within the specialty as required by the Division/Specialty Manager.
- To undertake any such duties commensurate with the grading of the post and the post holder should treat this job outline as flexible as it could be amended as the service requirements alter.



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