Job Description

The role of Waiting List Co-ordinator is to receive and process requests from diverse sources for appointments in outpatients. Requests need to be processed, according to NHS and Trust policies and targets making sure appropriate new patients are registered on the Bristol Cancer Register and hospital PAS system.
The post holder will also be responsible for following all processes and procedures to enable admission of patients to the Bristol Royal Infirmary for a procedure or surgery. This will involve negotiating admission dates with patients and clinicians within all performance target deadlines, ensuring accurate recording of patient details onto waiting/theatre lists on our Careflow system and generating all appropriate documentation. You will also be responsible for changing or cancelling appointments as required and adjusting clinics when directed.
The role of Waiting List Booking Coordinator is to serve as a contact for patients accessing our services. The role is therefore responsible for setting high standards of patient care by enacting the Trust's values at all times.
Main duties of the job
Communication:

• To support the triaging of referrals by liaising with key clinical staff
• Manage patient communications both via telephone and through Trust systems to create letters, emails and text reminders
• To act as a point of contact for queries from clinical and non-clinical staff
• Liaise with clinical and non-clinical teams across the Trust via telephone and email
• Escalate patient queries, capacity problems and general issues to the role's line manager or relevant clinical staff as appropriate
• Communicate changes to clinics and appointments to patients as instructed, often at short notice

Patient Care:

• To show a caring and professional approach towards patients, relatives and carers. This may require acting with resilience to deal with sometimes distressed patients and relatives in a professional and empathetic manner

Organising and Planning:

• Implement the policy for patients who do not attend (DNA) their appointment
• To manage and monitor all outstanding appointment requests through the Trust's Patient Administration System (PAS) and escalate any issues immediately to your manager
• Ensure clinic lists are effectively utilised in discussion with the appropriate clinician and manager and rebook any cancelled appointment slots
• Attend appropriate meetings as required by the role's line manager

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.
Details
Date posted
11 July 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year pro rata
Contract
Secondment
Working pattern
Full-time
Reference number
387-M0545-CG
Job locations
Bristol Royal Infirmary
Upper Maudlin Street
Bristol
BS2 8HW
Job description
Job responsibilities
For a more detailed job description, 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, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
Essential

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
• Business and Administration Level 3 NVQ or equivalent experience

Aptitudes
Essential

• Respecting Everyone
• Embracing change
• Recognising Success
• Working Together

Knowledge and Experience
Essential

• Clerical / administrative experience, including filing and/or reception
• Experience of dealing with the public, both on the telephone and in person

Desirable

• Previous NHS experience
• Experience of using a Patient Administration System

Skills and Abilities
Essential

• Effective and polite manner when dealing with people, both face to face and on the phone
• Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy
• Ability to work effectively in a busy team, adjust to change and motivate others
• Ability to work on your own, using your own initiative, if required
• Confidence to handle difficult conversations with patients, relatives and carers
• Effective organisational skills
• Good IT skills including Microsoft packages
• Attention to detail

Desirable

• Working knowledge of outpatient policies and procedures

Person Specification
Qualifications and Training
Essential

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
• Business and Administration Level 3 NVQ or equivalent experience

Aptitudes
Essential

• Respecting Everyone
• Embracing change
• Recognising Success
• Working Together

Knowledge and Experience
Essential

• Clerical / administrative experience, including filing and/or reception
• Experience of dealing with the public, both on the telephone and in person

Desirable

• Previous NHS experience
• Experience of using a Patient Administration System

Skills and Abilities
Essential

• Effective and polite manner when dealing with people, both face to face and on the phone
• Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy
• Ability to work effectively in a busy team, adjust to change and motivate others
• Ability to work on your own, using your own initiative, if required
• Confidence to handle difficult conversations with patients, relatives and carers
• Effective organisational skills
• Good IT skills including Microsoft packages
• Attention to detail

Desirable

• Working knowledge of outpatient policies and procedures