The Reception and Appointment Clerk works in an office-based role, booking appointments and managing the telephone systems. The role involves welcoming patients, updating patient information, and ensuring accurate attendance records. It requires working closely with the Treatment Bookings team, Clinic Co‑Coordinators, Medical Secretaries, and Nurse Specialist Support Team. The Reception and Appointment Clerk also provides a frontline welcome, support, information and signposting to patients being treated for cancer or non‑malignant blood conditions across both the Bristol Haematology & Oncology Centre and the Myrtle Road Administration Office.
Responsibilities
* Welcome patients to the department, ensuring that patient information held is correct (address, telephone numbers, GP details, next of kin details) and that attendance is recorded on Medway/Mosaiq.
* Liaise with patients, wards, clinical staff, GPs and Trust support staff in person, via telephone and email as and when necessary.
* Communicate effectively, promptly and accurately, applying discretion and tact where necessary in written, telephone, and face‑to‑face contact with patients, visitors, other Trust staff and external agencies.
* Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate.
* Provide appropriate and timely information to all visitors to the department or in response to telephone calls in accordance with the Data Protection Act and any hospital/departmental guidelines.
* Act as a point of contact for "Outpatient" and "Treatment Bookings" telephone calls into the department.
* Liaise with nursing and medical staff to ensure that planned day‑unit sessions run to time, that patient notes are prepared with the necessary paperwork and labels.
* Manage the workload of patient appointments and administrative tasks, anticipating and resolving any issues before they affect patient care.
Qualifications
* Previous experience in a healthcare or public setting.
* Previous NHS experience.
* Clerical/administration experience including filing and/or reception.
* Education to GCSE, grade C or above (or equivalent) in English Language and Maths.
* Excellent professional telephone manner.
* Flexible approach to duties.
* Ability to work under pressure and meet deadlines while maintaining a high level of accuracy.
* Proven organisational skills.
* Good IT skills including Microsoft Office packages.
* Confidence to handle difficult conversations with patients, relatives and carers.
* Attention to detail.
* Ability to work effectively in a busy team, adjust to change and motivate others.
* Ability to work independently and as part of a team.
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