Outpatient Clinic Coordinator

This is a fantastic opportunity for a hardworking and enthusiastic individual to join the Outpatient Clinic Coordination Team within Bristol Royal Hospital for Children, which is part of University Hospitals Bristol & Weston NHS Foundation Trust.

Working in a fast-paced environment as part of a friendly and supportive team, you will draw on your experience and skills to effectively communicate with patients, clinicians and peers to support the effective management of a range of administrative tasks, including booking Outpatient appointments along with day case Outpatient procedures.

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
• Act as a point of contact for queries from clinical and non-clinical staff
• Liaise with clinical and non-clinical teams across the Trust via telephone and email
• Escalate patient queries, capacity problems and general issues as appropriate
• Communicate changes to clinics and appointments to patients as instructed, often at short notice
• 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

Organising and Planning:

• Manage and monitor all outstanding appointment requests through the Trust's Patient Administration System (PAS) and escalation of any issues immediately to your manager
• Ensure clinic lists are effectively utilised in discussion with the appropriate clinician and manager, and rebook any cancelled appointment slots
• Attend appropriate meetings as required by the role's line manager

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
• Business and Administration Level 3 NVQ or equivalent experience
• Respecting Everyone
• Recognising Success
• Working Together

• Clerical / administrative experience, including filing and/or reception
• 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
• Working knowledge of outpatient policies and procedures

• Experience of dealing with the public, both on the telephone and in person
• Experience of using a Patient Administration System
• Previous NHS experience

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.

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.