We are looking for
an enthusiastic Administrative Assistant to join our team providing a comprehensive, efficient and effective administrative service for the regional West of England Hearing Implant Programme (WEHIP).
To be responsible for the day-to-day smooth running of the office, answering telephone and email queries, clinic appointment systems and to be available to support all members of the team.
To liaise with patients and professionals, both within our multi-disciplinary team and from regional hospitals /centres, around the South West.
We are a small friendly, supportive and busy team who are passionate about our quality of service.
1. Manage patient communications via telephone, email and text messages.
2. To support the triaging of referrals, liaising with key clinical staff.
3. Distribute appropriate information to patients, carers and other professionals according to guidelines and timescales.
4. To act as a point of contact for queries from clinical and non-clinical staff and record all patient contact.
5. Communicate changes to clinics and appointments to patients as instructed, often at short notice.
6. To send out batteries and spares as requested with assistance from the administrator/ audiologists.
7. The post holder should be polite and empathetic to the patient’s needs at all times and be able to communicate effectively, including communicating with hearing impaired patients.
8. To show a caring and professional approach towards patients, relatives and carers. This may require acting with resilience to deal with difficult situations/conversations sometimes with distressed patients and relatives.
9. Booking transport, interpreters and creating face to face and virtual appointments using the DrDr video session system as necessary.
10. To work closely with the Administrators, Co-ordinators and other members of the Hearing Implant Programme team to support the smooth running of the programme.
11. Escalate patient queries, capacity problems and general issues to the role’s line manager or relevant clinical staff as appropriate.
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.