Reception and Appointment Clerk

Bristol NHS Foundation Trust; Bristol; On-site; GBP 26,000 - 34,000; Full time

Job summary

The Reception and Appointment Clerk position supports Haematology and Oncology services across Bristol NHS Foundation Trust sites, handling reception, appointment bookings, and patient communications.

The role involves coordinating with clinical and administrative teams, managing telephone systems, and ensuring accurate patient information while working across multiple sites as needed. You will join a large NHS Trust committed to flexible working and staff development.

Qualifications

• Experience in healthcare or public sector administration.
• NHS experience preferred.
• Clerical/administration experience including reception.
• GCSE English and Maths (or equivalent).
• Excellent telephone manner.
• Strong IT skills with Microsoft packages.
• Ability to handle pressure and meet deadlines.

Responsibilities

• Welcome patients and verify contact details and attendance.
• Liaise with patients, wards, GPs and staff by phone/email.
• Book appointments, blood tests and manage the team inbox.
• Support service development and participate in audits.
• Order and receive stationery per policy.
• Arrange interpreting services and print letters.

Skills

Telephone manner

Flexibility

Deadline-driven

IT skills

Patient communication

Teamwork

Independent worker

Education

GCSE English

GCSE Maths

Tools

Microsoft Office

Job description

As part of the transition to a Group Clinical Services structure within Bristol NHS Foundation Trust, there is an increased expectation of cross-site working.

Although roles will have a designated base, post holders are likely to be required to work across multiple Trust sites in line with service needs. Where this is not included in the initial job plan, any future requirement arising from the departmental restructures will be addressed through the job planning process. Travel time will be taken into consideration in line with contractual expectations.

Bristol NHS Foundation Trust recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life.

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

The Reception and Appointment Clerk works across a number of sites providing reception, administrative and appointment booking support for Haematology and Oncology services. The role involves booking appointments, managing telephone systems, supporting patient pathways and undertaking a range of administrative duties to ensure the smooth running of services across both Bristol and Weston.

**Location – BHOC, Mrytle Road Admin office**

The Reception and Appointment Clerk works closely with a wide range of administrative teams including the Treatment Bookings Team, Clinic Coordinators, Medical Secretaries and Clinical Nurse Specialist Support Team. As the team deal with a wide range of enquiries, the postholder will be expected to liaise effectively with colleagues across multiple departments and locations.

The Reception and Appointment Clerk provides a frontline welcome, support, information and signposting to patients receiving treatment for cancer and those living with non‑malignant blood conditions. The role is an integral part of the multidisciplinary team supporting both outpatient and day unit services

Main duties of the job

Communication:

To welcome patients to the department, ensuring that patient information held is correct (address, telephone numbers, GP details, Next of Kin details), and that the attendance is recorded on Medway/Mosaiq.

To liaise with patients, wards, clinical staff, GPs and Trust support staff in person, via telephone and email as and when necessary.

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 an empathetic manner

Organising and Planning:

To carry out associated duties, for example, call handling, outcoming clinic appointments, booking bloods, managing the team inbox, scanning, and patient filing.

Service Development and Research:

Attend training courses as required to support personal development and the needs of the service.

Assist in training of new members of the team.

To take part in departmental audits and associated duties.

Finance and Resources:

If and when appropriate and directed, order and/or receipt stationary and essential items, in line with Trust policies.

Information Resources:

To book patient appointments in line with the Patient Access Policy, print letters and arrange any appointment related services as and when required (E.g. interpreting services).

Working for our organisation

Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations, operating from three main sites at Southmead, Bristol city centre and Weston.

With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. 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.

Bristol NHS Foundation Trust values all people as individuals. 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.

Detailed job description and main responsibilities

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

Person specification

Knowledge and Experience

• Previous experience in a healthcare or public setting
• Previous NHS experience
• Clerical/administration experience including filing and/or reception

Qualifications and Training

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths

Skills and Abilities

• Excellent/professional telephone manner
• Flexible approach to duties
• Able to work under pressure and meet deadlines while maintaining a high level of accuracy
• Good IT skills including Microsoft packages
• Confidence to handle difficult conversations with patients, relatives and carers
• Ability to work effectively in a busy team, adjust to change and motivate each other
• Ability to work independently and as part of a team

We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.

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 to ensure we’re meeting our pledge.

The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.

BFT is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.

If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

By applying for this post, you are agreeing to Bristol NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

Employer certification / accreditation badges

You must have appropriate UK professional registration.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.