We are looking for a motivated and enthusiastic individual to join our Rheumatology Outpatient and Day Case Coordinator Team based at Bristol Royal Infirmary .
The successful candidate will play a key role in supporting the delivery of our outpatient and day case services. Responsibilities will include booking new and follow-up appointments, managing patient pathways, and working closely with clinicians and colleagues to ensure booking lists are effectively maintained.
This is a varied and rewarding role that would suit someone with excellent customer service skills, strong organisational abilities, and the capacity to manage multiple priorities in a fast-paced environment. The post holder will be required to learn and use a range of complex IT systems and contribute to the achievement of Referral to Treatment (RTT) targets and internal performance standards.
Key Requirements:
Excellent communication and customer service skills
Strong attention to detail and organisational skills
Ability to work independently and as part of a team
Confidence using IT systems and learning new processes
Ability to prioritise workload and manage competing demands
Working Pattern (20 Hours Per Week)
This post operates on a two-week rotating pattern and is based on-site at Bristol Royal Infirmary :
Week 1 Monday to Friday, 08:30 - 12:30
Week 2 Monday to Friday, 12:15 - 16:15
Support the triaging of referrals by liaising with consultants, specialist nurses, and other key clinical staff to ensure patients are allocated appropriately and in a timely manner.
Manage patient communications via telephone and Trust systems, including generating and sending appointment letters, emails, and SMS reminders.
Act as a key point of contact for queries from both clinical and non-clinical staff, providing timely and professional support.
Communicate appointment changes to patients, often at short notice, ensuring information is conveyed clearly, accurately, and sensitively.
Provide a caring, professional, and patient-centred service to patients, relatives, and carers. This includes supporting individuals who may be anxious or distressed, responding with empathy, resilience, and professionalism.
Welcome and assist all visitors attending the Rheumatology Day Case Unit, ensuring a positive experience and maintaining high standards of customer service.
Work closely with clinicians and administrative colleagues to manage booking lists, ensuring appointments are scheduled in line with clinical priority, waiting time standards, and service requirements.
Maintain accurate patient records and ensure all administrative processes are completed in accordance with Trust policies and procedures.
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute NHS Trusts in the country, employing over 13,000 staff and delivering more than 100 clinical services across 10 hospital and community sites.
Serving a core population of over 500,000 people across Bristol, Weston and the wider South West, we are proud to provide high-quality care and have been rated 'Good' overall by the Care Quality Commission (CQC) .
As a forward-thinking, multi-award-winning Trust and recognised digital exemplar, we are committed to improving patient care through innovation, research, and the adoption of modern technologies. Our world-leading research and service developments continue to make a positive impact both locally and globally.
UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. We are proud to be an inclusive employer and actively strive to recruit and retain a workforce that reflects the diversity of the communities we serve.
We are committed to creating an environment where everyone feels valued, respected, and able to achieve their full potential. Anonymous information from applications is used to help us monitor and improve equality, diversity, and inclusion across our workforce.
Join us and be part of a team dedicated to delivering exceptional patient care and making a real difference every day.
Service Development and Training
Participate in training and development activities as required to support both personal learning and the ongoing needs of the service.
Assist with the induction and training of new team members, sharing knowledge and best practice where appropriate.
Ensure all mandatory and statutory training is completed within the required timescales.
Finance and Resources
Maintain appropriate stock levels of stationery and essential supplies, ordering and receipting items in accordance with Trust policies and procedures.
Information and Administration
Receive referrals from a variety of sources and accurately register referral details on Trust systems, including PAS and the Day Case Diary, in line with Outpatient Standards.
Book patient appointments by telephone in accordance with the Trust's Patient Access Policy, arranging additional services where required, such as transport and interpreting support.
Record, maintain, and update patient admission and appointment information on the Trust's Patient Administration System (PAS) in a timely and accurate manner.
Register patients onto waiting lists and generate associated documentation in accordance with the Patient Access Policy and Trust booking procedures.
Ensure the accurate and timely entry of data into electronic systems and databases relevant to the role.
Monitor and manage departmental email inboxes and task lists daily, ensuring actions are completed and information is shared appropriately.
Develop and maintain a clear understanding of Referral to Treatment (RTT) pathways, waiting time standards, and performance targets, utilising reports effectively to support service delivery.
Support clinicians and colleagues in managing patient pathways, ensuring appointments are scheduled appropriately and efficiently.
Communication and Team Working
Work collaboratively with clinical and administrative colleagues to ensure patients receive a timely and efficient service.
Demonstrate flexibility by providing support across other administrative functions when required by the service, including covering patient-facing reception areas.
Maintain professional and effective communication with patients, carers, colleagues, and external organisations at all times.
Governance and Confidentiality
Maintain confidentiality and discretion at all times, ensuring compliance with Data Protection legislation, Trust policies, and information governance requirements.
Adhere to all Trust policies, procedures, and standards relating to patient administration and service delivery.
Contribute to the continuous improvement of administrative processes to support high-quality patient care and operational performance.
