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Job Overview
This role provides essential support to the Respiratory Medicine and Respiratory Physiology services by helping provide an outstanding experience for our patients. The successful applicant will join a dynamic and motivated team who are committed to reducing wait times and improving access to our service. The role requires regulars clinic booking, data quality and patient communication support.
Main duties of the job
The post holder will be responsible for facilitating bookings for a number of routine clinic and diagnostic as well as providing general administrative support to the service, including data quality and patient contact.
There is a requirement to use local electronic patient systems for bookings, such as ERS and Lorenzo, and training will be provided. Procedures will need to be followed in relation to booking appointments, audio-typing clinic letters and relevant correspondence and administering the DNA process.
You will be required to actively co-ordinate and monitor the reduction of waiting times, in line with Government Access Targets and local guidelines, ensuring patients are dated within the Referral to Treatment waiting times.
Another key aspect of the role will be to ensure full clinic utilisation for Respiratory Medicine services as well as working as part of a team to facilitate the Physiology testing service, ensuring compliance with DM01 targets.
Working for our organisation
North Bristol NHS Trust is the largest Trust in the South West region and one of the largest trusts in the country. Last year the Trust treated over 100,000 inpatients, over 35,000 outpatients, 90,000 emergency department patients and helped deliver over 6,000 babies. It employs more than 9,500 staff, has approximately 1,050 inpatient beds and income in excess of £540 million.
The Trust provides Medical, Surgical, Neonatal and Maternity Care for its local population of approximately a million people in Bristol, South Gloucestershire and North Somerset. The Trust also provides regional services in Neurosciences, Orthopaedics, Pathology, Plastic Surgery and Burns, Renal Medicine and Transplant and Urology and is the Major Trauma Centre for the West Country.
The health service in Bristol, North Somerset, and South Gloucestershire is being remodelled to concentrate on acute facilities and where appropriate to provide more care close to patient homes through a network community hospitals and facilities. The Trust recently moved the majority of its acute services to the Brunel Building, regarded as one of the best hospital facilities in Europe, on the Southmead Hospital Site. At Southmead Hospital, we also have our excellent maternity and women’s health services, the Bristol Breast Care Centre and the Trust’s Severn Pathology service.
Detailed Job Description And Main Responsibilities
Booking Duties
- To maintain clinic utilization in relevant clinics, including short notice cancellation re-books.
- To coordinate testing and consultation appointments to improve department performance and patient experience.
- To monitor the clinic capacity and demand for appointments in the relevant clinics.
- To book routine, urgent appointments, taking an overview and maximising appointment slots, escalating if the slots are insufficient against patients awaiting appointments.
- To support in the management of waiting lists by highlighting booking challenges to waiting list coordinators.
- To have a robust patient cancellation process, returning to GP care where appropriate.
- To use the hospital computer systems to undertake all processes required for the patients outpatient visit and to arrange follow-up outpatient appointments in accordance with the booking protocols.
- To undertake other administrative or clerical duties as required by the department, such as incoming mail, updating of spreadsheets etc.
Admin Duties
- To respond promptly and professionally to internal and external telephone enquiries, ensuring accurate information is recorded and disseminated to all parties.
- To support with data quality work as required by the Support Manager
- To engage with departmental initiatives and embody the NBT Cares culture.
- To liaise with patients, relatives, General Practitioners, clinical and administrative staff over the telephone, face to face and in written correspondence.
- To have effective communication in relation to the status of patient appointments, in particular with Medical Secretaries and clinicians within Cardiology.
- To ensure that all clinics are outcomed (cashed-up) at the end of the working day.
- To meet and have regular contact with the Secretarial Team/Support Services Manager and Specialty Manager.
- To support with patient communication by answering e-mails and phone calls from the general lines.
- To maintain a safe environment for patients and staff, raising concerns where appropriate.
- To manage own annual leave to ensure sufficient notice to clinical staff of non-cover of reception/booking, and that Medical Secretaries are informed of absence.
- To ensure patient confidentiality is maintained at all times.
- To maintain quality of own workload, adapting own practice in accordance with service needs and demands, offering suggestions for improvement of services.
- To contribute to own personal development and attend mandatory and other training relevant to the role.
- To carry out other reasonable duties, appropriate to the grade, as agreed between the post holder and Support Services Manager/Specialty Manager.
Person specification
Essential
Essential criteria
Desirable criteria
- RTT understanding
- Experience managing waiting lists
- NHS Experience
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.
