Patient Flow Co-ordinator

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)

The closing date is 02 April 2025

Job summary

An opportunity has arisen within our Emergency Department for a Patient Flow Co-ordinator position working over a 24 hour/7 day rota.

Various hours available.

With a recent expansion of the Emergency Department this is an exciting opportunity for someone with great customer service and organisational skills, to gain some experience working in a dynamic, fast-paced environment that receives high volumes of patient attendances.

We are looking for a dynamic and energetic individual to support the smooth running of the Emergency Department and achievement of the associated performance targets. This will include using the patient administration system to book in patients; meet and greet reception duties; management of patients' CAS Cards and medical records as well as back office administration duties.

You should have a proven track record of, and experience in, reception duties and/or administration in a customer service role.

Band 3 Salary with additional unsocial hours pay enhancements of 35% for nights / Saturdays and 69% for Sundays / Public Holidays.

Main duties of the job

It is essential that you are able to work independently as well as within a team. You should possess the ability to communicate effectively and sensitively with colleagues, patients and visitors to the department and have a welcoming and professional customer service approach. The ability to prioritize and pay attention to detail in a busy environment is also essential.

This is a key role in ensuring an efficient and courteous welcome and full reception service to members of the public and other agencies attending the Emergency Department.

Main Duties Include:

All face to face and telephone enquiries.
Offer excellent customer service at all times.
Help to ensure the smooth flow of patients throughout all areas of the department.
Clear liaison and communication with clinical colleagues.
Maintain patient administrative IT systems.

As a key team member you will help to ensure that the service is delivered successfully and in a timely manner, supporting the clinical team in meeting key performance measures andsupporting service development.

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

Date posted

18 March 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year pa pro rata, with additional unsocial hours pay enhancements

Contract

Permanent

Working pattern

Part-time

Reference number

387-M5780-MF

Job locations

Bristol Royal Infirmary

Upper Maudlin Street

Bristol

BS2 8HW

Job description

Job responsibilities

For a more detailed job description including the main responsibilities and person specification, please refer to the job description document attached to this vacancy.

Job description

Job responsibilities

For a more detailed job description including the main responsibilities and person specification, please refer to the job description document attached to this vacancy.

Person Specification

Qualifications & Training

Essential

Good Keyboard, word processing skills.
Good general standard of literacy and numeracy.
NVQ in Customer Care or equivalent relevant experience.

Desirable

European Computer Driving Licence.

Knowledge and Experience

Essential

Experience of working within a team.
Experience in NHS or customer service organisation.

Desirable

Knowledge of Patient Flow.
Knowledge of Trust procedures including admissions.

Skills and Abilities

Essential

Ability to work on your own initiative and with minimal supervision
Ability to prioritise your own work when under pressure and multi task
Excellent communication/interpersonal skills
Ability to deal sensitively and appropriately with the client group.
Good organisational skills
Reliable
Flexible approach to meet needs of the service
Ability to work in a multi-disciplinary team
Self-confident and approachable
Willingness to learn new skills
Able to work to rota requirements including Bank Holidays, nights and weekends

Aptitudes

Essential

Excellent communication skills
Capable of working with minimal supervision
Highly organised
An empathetic approach to customer service

Person Specification

Qualifications & Training

Essential

Good Keyboard, word processing skills.
Good general standard of literacy and numeracy.
NVQ in Customer Care or equivalent relevant experience.

Desirable

European Computer Driving Licence.

Knowledge and Experience

Essential

Experience of working within a team.
Experience in NHS or customer service organisation.

Desirable

Knowledge of Patient Flow.
Knowledge of Trust procedures including admissions.

Skills and Abilities

Essential

Ability to work on your own initiative and with minimal supervision
Ability to prioritise your own work when under pressure and multi task
Excellent communication/interpersonal skills
Ability to deal sensitively and appropriately with the client group.
Good organisational skills
Reliable
Flexible approach to meet needs of the service
Ability to work in a multi-disciplinary team
Self-confident and approachable
Willingness to learn new skills
Able to work to rota requirements including Bank Holidays, nights and weekends

Aptitudes

Essential

Excellent communication skills
Capable of working with minimal supervision
Highly organised
An empathetic approach to customer service

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information