Reception and Appointment Clerk

NHS; Bristol; On-site; GBP 20,000 - 25,000; Full time

Job summary

A prominent healthcare provider in Bristol is seeking a Reception and Appointment Clerk to manage appointments and provide frontline support to patients in both Haematology and Oncology. The role requires excellent communication skills and the ability to work under pressure while ensuring accurate patient information. If you have experience in a healthcare setting, we encourage you to apply.

Qualifications

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

Responsibilities

• Welcome patients to the department and ensure their information is correct.
• Communicate effectively with patients, clinical staff, and visitors.
• Liaise with nursing and medical staff to ensure day unit sessions run on time.

Skills

Excellent/professional telephone manner

Flexible approach to duties

Good IT skills including Microsoft packages

Attention to detail

Proven good organisational skills

Education

Educated to GCSE, grade C or above in English Language and Maths

Job description

Job summary

The Reception and Appointment Clerk works in an office-based role, booking appointments and managing our telephone systems. As the team deal with a wide range of enquires, the Reception and Appointment Clerk will often link in with the other admin teams which include the Treatment Bookings team, Clinic Co-Coordinators, Medical Secretaries, and Nurse Specialist Support Team.

The Reception and Appointment Clerk also provides a frontline welcome, support, information and signposting to patients being treated and living with a cancer diagnosis, as well as patients who have non-malignant blood conditions. Working as part of a multi-disciplinary team across the Bristol Haematology and Oncology Centre (BHOC) Outpatient and Day Unit, in both Haematology and Oncology.

The Reception and Appointment team work across two sites, Bristol Haematology & Oncology Centre and the Myrtle Road Administration Office.

Main duties of the job

• 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 communicate effectively, promptly and accurately, applying discretion and tact where necessary, with written, telephone and face-to-face contact, with patients, visitors, other Trust staff and various external agencies.
• Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate.
• To provide appropriate and timely information to all visitors to the Department or in response to telephone calls as deemed necessary and appropriate, and in accordance with the Data Protection Act and any Hospital/Departmental guidelines.
• To be a point of contact for 'Outpatient' and 'Treatment Bookings' telephone calls into the department.
• To liaise with the nursing and medical staff to ensure that planned day unit sessions run to time, have all the relevant patient notes prior to patients attending, and that patient notes are prepped with necessary paperwork and labels.

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.

Person Specification

Knowledge and Experience Desirable

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

Qualifications and Training Essential

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

Skills and Abilities Essential

• Excellent/professional telephone manner
• Flexible approach to duties
• Able to work under pressure and meet deadlines while maintaining a high level of accuracy
• Proven good organisational skills
• Good IT skills including Microsoft packages
• Confidence to handle difficult conversations with patients, relatives and carers
• Attention to detail
• 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

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.

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is an equal opportunities employer and welcomes applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and will strive to create a workplace where all staff feel valued, respected and supported.