Thank you for your interest in this vacancy!
We highly recommend reading our Tips on how to apply page to give you an insight on how applications are scored & shortlisted by our Recruiting Managers. These tips have been provided to give you a better chance of being shortlisted for our vacancies.
Please note that if you apply for a position with North Bristol NHS Trust, you may be contacted via TRAC or via email. This includes invites for job interviews. We therefore recommend that you regularly check your TRAC Account and email accounts including junk and spam folders.
Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role, please do apply as soon as you can.
Generative artificial intelligence (AI) describes algorithms that can be used to produce new content, including audio, code, images, text, simulations, and videos. It is developing all the time and is now being used as a support mechanism for all kinds of content-based creations. Please note the use of AI is monitored and if applicants have used it then they are required to declare this.
Job Overview
Band 2 Imaging Call Hander/Administrator
Are you looking for an exciting career in the NHS, with great colleagues, paid annual leave, staff benefits?
We are recruiting full time (or part time) Call Handler/Administrator
08:45 -16:45 Monday – Friday
You will answer incoming calls from patients telephoning the Imaging department.
You will need to be able to follow a script and book straightforward Plain Film X-rays, confirm appointments, answer general queries and acquire knowledge to be able to transfer calls to the relevant team member for more complex queries.
You will need to provide clear and consise details to patients as well as participate in general office duties as and when required.
You will also support the band 3 Booking Clerks and other Admin staff with clerical and administrative duties.
You will need to be educated to NVQ 2, GCSE level or equivalent, be an excellent communicator, have a good eye for details and excellent attention to detail whilst working under pressure. It is essential that you are able to work well in a team and be able to manage and complete tasks on your own.
Experience and knowledge of the Imaging terminology is desirable and experience in a hospital office evironment would be advantageous, however full training will be given.
Apprenticeship considered.
Main duties of the job
Provide a comprehensive call handling and administration service for patients contacting North Bristol NHS Trust Imaging Department, updating the CRIS (Computerised Radiology Information System) and accurately pass messages to the relevant Booking Teams.
Working for our organisation
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Detailed Job Description And Main Responsibilities
- Act as first point of contact for patients telephoning the Imaging Contact Centre.
- Confidently deal with queries coming into the department via telephone
- Record relevant information accurately in CRIS and Careflow
- Respond and resolve patient queries where appropriate in line with departmental guidelines
- Adhere to appropriate booking rules when rescheduling and cancelling appointments
- Answer general queries regarding appointments and the hospital as appropriate.
- Perform general clerical duties and work within the clerical teams as directed
- Receive and assist patients and all visitors attending the department in a courteous and professional manner, this may be on Reception.
- Handle personal and confidential patient related information in a sensitive manner
- Receive and accurately pass on information to relevant personnel/teams.
- Maintain and update accurate patient details including attendance, personal and appointment details on the Computerised Radiology Information Systems (CRIS) and the PAS system (Careflow)
- Ensure that the relevant procedure for booking transport is followed.
- Send out appointment letters as and when required.
- Participate in all relevant aspects of Administration relevant to the grade.
- Ensure any compliments and complaints, from any source, are reported immediately to their Line Manager.
- Form and maintain good working relationships with all linked professionals and colleagues in the department
- Adhere to the Trust and Departmental policies, procedures and guidelines
These Will Include:
- Health & Safety
- Quality Assurance
- Infection Control
- Major Incidents
- Dress code
- Sickness absence
- Punctuality etc.
- Participate in Annual Appraisal reviews with a nominated appraiser.
- Co-operate fully in the introduction of new technology and of new methods of working as appropriate to the work of a Trust call handler.
- Demonstrate tasks to new and current staff.
- Report all incidents of injury to themselves or patients to a line manager and complete appropriate incident form.
- 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 will be amended as the service requirements and/or needs of the position develop
- Form and maintain good working relationships with all linked professionals and colleagues in the department
- Adhere to the Trust and Departmental policies, procedures and guidelines
These Will Include:
- Health & Safety
- Quality Assurance
Person specification
Education/Training
Essential criteria
- GCSE C in Maths and English (or NVQ 2 Customer care)
- IT knowledge (including word and excel)
Work Experience
Essential criteria
- Experience of telephone or clerical and administrative duties
- Evidence of time management
Desirable criteria
- Evidence of working within a team
- Experience working in a customer / patient environment
Personal Qualities
Essential criteria
- Enthusiasm and commitment to work in the health care sector
- Able to meet the physical and educational demands of the role
- Evidence a sympathetic and empathetic manner
If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.
North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
