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Job description

An exciting opportunity has arisen at the Bristol Centre for Enablement, within the Orthotics and Prosthetic service.

We are looking for an experienced, enthusiastic and motivated individual to join our well established team of administrators to deliver a high quality, patient focused service.

You will be required to work closely with a large clinical team supporting the general administration of the service. The post holder will assist in the ongoing administration of the department, booking of appointments, and co-ordination of the care pathway and waiting lists.

The successful applicant must be able to demonstrate excellent communication and interpersonal skills. The administration team deal with enquiries and calls from patients carers and other health care professionals.

• Liaise with patients, referrers and other healthcare professionals making and taking phone calls to book and change patient’s appointments.
• Undertake all the administration required for patient appointments; booking on the system and scanning documentation.
• To use and maintain records for all patients within the BEST computer system, ensuring appropriate alerts and communications are recorded.
• To plan and coordinate the monthly clinical rotas for Orthotics & Prosthetics, ensuring sufficient cover for all BCE clinical activity, wards, schools and other remote clinics.
• Coordinate the management of the waiting lists, which includes adding patients to the waiting list, scheduling appointments and liaising with the relevant clinical staff to ensure achievement of RTT targets.
• To ensure all clinics are fully utilised and to escalate capacity issues to the appropriate manager.
• To act as the first point of contact for Band 2 administrators providing guidance to resolve issues and supporting with training and mentoring new members of staff.
• To raise work orders on the BEST system for required clinical pathways (Wigs).
• To attend monthly meetings and huddles with the clinical teams, proactively and constructively raising challenges and successes for the admin team and seeking resolutions.
• Undertake general office and clerical tasks as required.

North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

We commit to treating each patient as an individual with respect and dignity, aiming to deliver excellent clinical outcomes and a first-class experience for everyone who uses our services.

This post is based at one of our offsite locations; the Bristol Centre for Enablement (BCE). BCE is a regional enablement centre based at Patchway who provide a range of specialist disbaility equipment for patients across the South West.

Knowledge, Training, Experience And Skills Required

• Previous NHS experience
• Evidence of educational achievements or recent experience
• GCSE English requirement
• At least 3 years’ experience in an administrative role
• Proficiency in computer packages
• Experience of working within a pressurised environment
• Experience of working within a team and able to work with people at all levels
• Self-motivated and able to work unsupervised, and on own initiative
• Reliable
• Projection of a professional, responsible image via manners and telephone skills.
• Willingness to undertake further training and development
• Awareness of trust and government waiting targets
• Good organisational skills
• To be able to work constructively with all members of the multidisciplinary team to ensure a smooth service is provided.
• Ability to prioritise tasks
• Ability to manage phone calls with patients and carers who may sometimes be verbally aggressive and challenging.
• To ensure all tasks are carried out accurately and mistakes are avoided.

Main Duties & Responsibilities Of The Post

• Liaise with patients, referrers and other healthcare professionals making and taking phone calls to book and change patient’s appointments.
• Undertake all the administration required for patient appointments; booking on the system and scanning documentation.
• To use and maintain records for all patients within the BEST computer system, ensuring appropriate alerts and communications are recorded.
• To plan and coordinate the monthly clinical rotas for Orthotics & Prosthetics, ensuring sufficient cover for all BCE clinical activity, wards, schools and other remote clinics.
• To schedule all clinics onto the BEST computer system
• Coordinate the management of the waiting lists, which includes adding patients to the waiting list, scheduling appointments and liaising with the relevant clinical staff to ensure achievement of RTT targets.
• To ensure all clinics are fully utilised and to escalate capacity issues to the appropriate manager.
• To act as the first point of contact for Band 2 administrators providing guidance to resolve issues and supporting with training and mentoring new members of staff.
• To raise work orders on the BEST system for required clinical pathways (Wigs).
• Book patients within trust and government waiting targets liaising with the managers with any concerns or problems.
• To attend monthly meetings and huddles with the clinical teams, proactively and constructively raising challenges and successes for the admin team and seeking resolutions.
• Liaise with professional and clinical staff within the service to discuss queries and action as required.
• Respond to enquiries by telephone, email or visitors to the service. Offer information when requested and, where possible and appropriate, take action to respond to queries directly.
• Undertake general office and clerical tasks as required.
• Cross cover the other administrative staff as required for any periods of sickness and annual leave, and provide support to Band 2 administrators deputising for team leader when unavailable.
• Support the implementation of projects and initiatives as identified by the team leader and Performance & Operations Manager
• Undertake other duties as necessary to support the smooth running of the service and as dictated by the team leader.
• To produce documents using appropriate IT packages; which may include the composition of letters, data reports, meeting minutes and agendas.
• To be the first point of contact and for all telephone calls, enquiries and personal callers to the department. Such contacts may include patients, carers, relatives, members of the public, NHS internal and external staff, social services and other external agencies.