Job summary

Booking patients appointments for Bristol surgery department and processes to support.

The post holder will work within University Hospitals Bristol and be responsible for organising a number of outpatient clinics or theatre bookings. This will include the receipt and processing of referrals in accordance with the Patient Access Policy and local Referral to Treatment (RTT) guidance. The role of Clinic Coordinator is to serve as a contact for patients accessing our services with clear communication both written and verbal.

Main duties of the job

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 organisations including via telephone and email
  • 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
  • Support electronic processes

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.

Date posted

03 March 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£21,730 to £23,177 a year pa / pro rata

Contract

Permanent

Working pattern

Full-time, Home or remote working

Reference number

387-S-5650-NG

Job locations

Bristol Royal Infirmary

Lower Maudlin Street

Bristol

BS1 2LX

Job description

Job responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Job description

Job responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Person Specification

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 outpatient policies and procedures

Aptitudes

Essential

  • A pride in the quality and accuracy of your work and attention to detail
  • Co-operative, helpful and flexible attitude to work
  • Genuine interest in the structure and work of the Trust
  • Willingness to undertake training and develop additional skills
  • Forward thinking, innovative and proactive approach to work
  • Remain calm in stressful situations with strong resilience

Qualifications nd 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

Knowledge and Experience

Essential

  • Clerical / administrative experience
  • Previous NHS experience
  • Previous Customer Service experience
  • Experience of dealing with the public, both on the telephone and in person

Desirable

  • Experience of using a Patient Administration System
  • Knowledge of NHS RTT pathways
  • Previous NHS experience
Person Specification

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 outpatient policies and procedures

Aptitudes

Essential

  • A pride in the quality and accuracy of your work and attention to detail
  • Co-operative, helpful and flexible attitude to work
  • Genuine interest in the structure and work of the Trust
  • Willingness to undertake training and develop additional skills
  • Forward thinking, innovative and proactive approach to work
  • Remain calm in stressful situations with strong resilience

Qualifications nd 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

Knowledge and Experience

Essential

  • Clerical / administrative experience
  • Previous NHS experience
  • Previous Customer Service experience
  • Experience of dealing with the public, both on the telephone and in person

Desirable

  • Experience of using a Patient Administration System
  • Knowledge of NHS RTT pathways
  • Previous NHS experience

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.

Certificate of Sponsorship

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

Certificate of Sponsorship

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) .