Senior Clinic Co-ordinator

Hours: Part time - 22.5 hours per week (Hours to be covered ideally over 3 days)

Salary: £25,147 - £27,596 pa or pa pro rata (depending on experience)

As an organisation we 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.

We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust.

Job overview

The post holder will work within University Hospitals Bristol for the SW Cleft Service Team and be responsible for overseeing the organisation and smooth running of outpatient activity for the service in Bristol, Gloucester, Exeter, Plymouth and Truro. The role of Senior Outpatients Clinic Co-ordinator is to serve as a contact for patients accessing our service. The role is therefore responsible for setting high standards of patient care by enacting the Trust’s values at all times. The post holder will work closely with Consultants in the management of their Outpatient lists, therefore requires a good ability to build strong working relationships. The role is for 22.5 hours per week, ideally over 3 days.

Main duties of the job

Communication:

• To support the triaging of referrals by liaising with key clinical staff 
• Manage patient communications via telephone and through Trust systems to create letters, emails and text reminders 
• To 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

Patient Care:

• 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:

• Oversee clinic schedule and assist colleagues in annual clinic planning and ensuring adequate resource is assigned. Eg rooms/staff/radiology/nursing.
• Implement the policy for patients who do not attend (DNA) their appointment.

Working for our organisation

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. Anonymous information will be used from your application in order to ensure we’re meeting our pledge.

Person specification

Knowledge and Experience

Essential criteria

• Experience of using a patient administration system
• Experience of dealing with the public, both on the telephone and in person
• Clerical / administration experience, including as a clinic co-ordinator

Desirable criteria

• Line management experience
• Previous NHS experience

Qualifications and Training

Essential criteria

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
• Business and administration level 3 NVQ or equivalent experience

Aptitudes

Essential criteria

• Supportive
• Respectful
• Innovative
• Collaborative
• Skills and Abilities

Essential criteria

• Effective and polite manner with dealing with people
• 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 independently, managing own workload, whilst providing supervision and support to others
• Confidence to handle difficult conversations with patients, relatives and carers
• Effective organisational skills
• Good IT skills including Microsoft packages
• Attention to detail

Desirable criteria

• Working knowledge of outpatient policies and procedures

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