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Outpatient Appointments Coordinator

2 months ago

Bristol, Bristol, United Kingdom University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) Full time
Job Summary

The Outpatient Appointments Coordinator will work within the Bristol Royal Infirmary Hospital and be responsible for organizing a number of outpatient appointments in Radiology Nuclear Med modality. This will include the receipt and processing of referrals in accordance with the Patient Access Policy and local Referral to Treatment (RTT) guidance.

Main Responsibilities
  • Communication
    • To support the triaging of referrals by liaising with key clinical staff
    • Manage patient communications both via telephone and through Trust systems to create letters, emails and text reminders
    • To act as a point of contact for queries from clinical and non-clinical staff
    • Liaise with clinical and non-clinical teams across the Trust and external organizations
    • Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate
    • Communicate changes to clinics and appointments to patients as instructed, often at short notice
  • 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
  • Organizing and Planning
    • Follow the policy for patients who do not attend (DNA) their appointment
    • To manage and monitor all outstanding appointment requests through the Trust's Patient Administration System and escalate any issues immediately to your 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 Requirements

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
  • Business and Administration Level 3 NVQ or equivalent experience

Aptitudes

Essential

  • Respecting everyone
  • Embracing Change
  • Recognising Success
  • Working Together

Knowledge and Experience

Essential

  • Clerical/administration experience including filing and/or reception
  • Experience of dealing with the public, both on the telephone and in person

Desirable

  • Experience of using a Patient Administration System
  • Previous NHS experience

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
  • Attention to detail
  • Effective organisational skills
  • Good IT skills including Microsoft packages

Desirable

  • Working knowledge of admission policies and procedures