Bank Administrator (Band 3)
Job summary
West Suffolk Professionals (WSP) recruit and manage all temporary staff within the West Suffolk NHS Foundation Trust.
The role of the Bank Administrator is to fill gaps in staffing and carry out general administrative duties across all departments in the Trust, as and when required. You will play a vital role in supporting colleagues, patients, and visitors by helping our services run smoothly, efficiently, and effectively.
We are currently seeking experienced administrators to support the Patient Referral Management Centre (PRMC) team, based at West Suffolk Hospital in Bury St Edmunds.
The ideal candidate would be available Monday-Friday to work 37.5 hours per week flexibly between 07.30 and 17.30. Posts will be reviewed after 3 months. The role is office based but there is potential for working from home one day per week once competency has been demonstrated.
Please note: WSP are unable to support sponsorship roles on Bank, as we cannot offer guaranteed hours.
Main duties of the job
- To Participate in the day-to-day functions of the Patient Referral Management Centre, which supports this trust in booking all first outpatient appointments by following the trust access policy, making sure all national and local targets are met in regards to the 18-Week Pathway RTT rules.
- To act as the first point of contact for enquires from patients, relatives, care givers, GP's, other hospitals and organisations relating to outpatient appointments; providing information as required whilst being aware of patient confidentiality and Data protection.
- To Liaise with various staff members within the trust in order to facilitate patient appointments.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Details
Date posted
03 August 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£25,760 to £27,476 a year Per annum, pro rata
Contract
Bank
Working pattern
Flexible working
Reference number
179-5977207-IJA-L
Job locations
West Suffolk Hospital
Hardwick Lane
Bury St Edmunds
IP33 2QZ
United Kingdom
Job description
Job responsibilities
Communication
- Will seek guidance from the PRMC Manager/Supervisor or Trust clinicians when addressing PRMC issues/discrepancies related to their specific clinical specialties.
- Undertakes all tasks in a timely, accurate manner while maintaining the highest standards associated with customer service.
- Participate in weekly meetings with the Senior Management Teams across the Trust from all divisions. Present for discussion accurate patient waiting list figures and escalating any issues.
- Promote the role and work of PRMC among clinicians, health care works and any other associated outside agency.
- Facilitate improved communication within the department and between other departments, clinicians, managers, other staff and patients while maintaining the highest form of customer care.
- Participate in PRMC Meetings to highlight any issues that may need resolving, to ensure workloads are prioritised in order to meet targets and address any other business.
- Will communicate essential information prior to patients attending appointments.
- To work closely with other team leaders and supervisors to ensure the needs of the department and most importantly the needs of the customer are met.
- Will use tact and persuasive skills when there are barriers to understanding (i.e. Language barriers, emotional, abusive, under the influence of stimulants) to minimise personal risk.
- Will interface as required with other Trust, offices, and personnel in seeking ways, means and ideas to improve the Patient Referral Management Centre processes.
- Will participate in the active engagement and involvement of key stakeholders in meeting the targets outlined within Trust policies and guidelines, including clinicians. Managers, service used, and the CCG as required.
Analytical and judgemental
- Using E-Care, input and maintain patient information and details relating to booking activity. Using own knowledge and judgement, amend details as required ensuring data is accurate and complete.
- The receipt and registration of all referrals and entry onto the correct databases.
- Inform consultants of any significant changes, e.g. patients declining treatment, unable to attend or a change in medical condition since referral received.
- To understand and deliver the correct processes relation to the receipt and sorting of internal/external post, including the correct processes related to Staff referrals.
- Co-Ordinate with other departments where other associated tests may be required prior to booking appointment e.g. diagnostic tests.
- To Liaise with PAs and consultants regarding annual leave, other absences and cancellations are actioned on the appointment books. Any Urgent patients are identified who may be affected by cancellations and are discussed with the appropriate clinician to discuss the best alternative options.
- To initiate appropriate changes to appointment letter or other communication, to reflect and changes in booking or other procedures, Liaising with IT Synertec and DrDoctor.
- To be responsible for the correct prioritisation and service of patient referrals to appropriate specialties including Rapid Access referrals.
- Understand and deliver 18-Week Patient access policy as required by the Trust. Communicate directly with patients in line with the access policy about the expected booking time frames for patients.
- Is responsible for the booking of New outpatient appointments relating to all specialties and outlying hospitals in accordance with departmental policies and procedures.
- Receive, record and monitor cancellations from patients. Ensuring all slots are filled by selecting suitable replacements and contacting patients to attend, often at short notice.
- Making sure urgent appointment communication requests from patients via DrDoctor are actioned.
- Develop knowledge of the correct procedures and use of the Individual Performance Review (IPR) system.
- To undertake general administrative duties as required.
Planning and organisational Skills
- Will update and validate outpatient work-lists to ensure outpatient waiting time targets are achieved, in order to produce accurate weekly figures for the Access Meeting.
- Will attend staff meetings to discuss workload and plan for the day ahead, making sure support is in place for colleagues who are absent or have urgent requests to action.
- Will assist with the planning and organising of outpatient clinics to include the rescheduling, cancellation, transfer etc as required.
- Will react quickly in order to facilitate extra capacity in outpatients clinics by providing accurate information and work with IT, Outpatient managers, Health records and clinicians to ensure any opportunity to increase outpatient capacity are implemented.
- Will ensure that Escalation spreadsheets are completed accurately daily to identify patients that are on Rapid Access pathway and any potential breaches.
Clinical Duties
- To maintain National standards established by the DOH and CCG.
- To support the Trust in complying with National Standards; for example, CNST and controls assurance.
- To work within legal guidelines; for example, Health and Safety, Manual Handling and Data protection.
- To have extensive knowledge to provide an efficient, polite and professional telephone enquiry service to all users at all times.
Governance
- Adhere to local and national Appointment policies and procedures as established by the Patient access service manager.
- To provide input in the development of strategies to ensure booking processes are embedded into the daily practice of this Trust and all specialties.
- Support the Patient access service manager in the role of change management, which supports and improves working practice within PRMC.
- To adhere to correct procedures and work within an overall framework associated with the Cancer services of clinical governance.
- Participate in the implementation undertaking of all relevant Trust policies such as risk assessment and Incident Reporting Management.
Training & Teaching
- Actively seek and attend in-house training, workshops, formal training, open discussions, and briefings from various expert sources in order to maintain Appointment and Waiting Lists proficiency.
- To actively seek knowledge and experience essential in performing all processes relating to all hospital systems.
The closing date for this vacancy may change if we receive a strong response. Please ensure that you apply for any post you are interested in as soon as possible.
Job descriptionJob responsibilities
Communication
- Will seek guidance from the PRMC Manager/Supervisor or Trust clinicians when addressing PRMC issues/discrepancies related to their specific clinical specialties.
- Undertakes all tasks in a timely, accurate manner while maintaining the highest standards associated with customer service.
- Participate in weekly meetings with the Senior Management Teams across the Trust from all divisions. Present for discussion accurate patient waiting list figures and escalating any issues.
- Promote the role and work of PRMC among clinicians, health care works and any other associated outside agency.
- Facilitate improved communication within the department and between other departments, clinicians, managers, other staff and patients while maintaining the highest form of customer care.
- Participate in PRMC Meetings to highlight any issues that may need resolving, to ensure workloads are prioritised in order to meet targets and address any other business.
- Will communicate essential information prior to patients attending appointments.
- To work closely with other team leaders and supervisors to ensure the needs of the department and most importantly the needs of the customer are met.
- Will use tact and persuasive skills when there are barriers to understanding (i.e. Language barriers, emotional, abusive, under the influence of stimulants) to minimise personal risk.
- Will interface as required with other Trust, offices, and personnel in seeking ways, means and ideas to improve the Patient Referral Management Centre processes.
- Will participate in the active engagement and involvement of key stakeholders in meeting the targets outlined within Trust policies and guidelines, including clinicians. Managers, service used, and the CCG as required.
Analytical and judgemental
- Using E-Care, input and maintain patient information and details relating to booking activity. Using own knowledge and judgement, amend details as required ensuring data is accurate and complete.
- The receipt and registration of all referrals and entry onto the correct databases.
- Inform consultants of any significant changes, e.g. patients declining treatment, unable to attend or a change in medical condition since referral received.
- To understand and deliver the correct processes relation to the receipt and sorting of internal/external post, including the correct processes related to Staff referrals.
- Co-Ordinate with other departments where other associated tests may be required prior to booking appointment e.g. diagnostic tests.
- To Liaise with PAs and consultants regarding annual leave, other absences and cancellations are actioned on the appointment books. Any Urgent patients are identified who may be affected by cancellations and are discussed with the appropriate clinician to discuss the best alternative options.
- To initiate appropriate changes to appointment letter or other communication, to reflect and changes in booking or other procedures, Liaising with IT Synertec and DrDoctor.
- To be responsible for the correct prioritisation and service of patient referrals to appropriate specialties including Rapid Access referrals.
- Understand and deliver 18-Week Patient access policy as required by the Trust. Communicate directly with patients in line with the access policy about the expected booking time frames for patients.
- Is responsible for the booking of New outpatient appointments relating to all specialties and outlying hospitals in accordance with departmental policies and procedures.
- Receive, record and monitor cancellations from patients. Ensuring all slots are filled by selecting suitable replacements and contacting patients to attend, often at short notice.
- Making sure urgent appointment communication requests from patients via DrDoctor are actioned.
- Develop knowledge of the correct procedures and use of the Individual Performance Review (IPR) system.
- To undertake general administrative duties as required.
Planning and organisational Skills
- Will update and validate outpatient work-lists to ensure outpatient waiting time targets are achieved, in order to produce accurate weekly figures for the Access Meeting.
- Will attend staff meetings to discuss workload and plan for the day ahead, making sure support is in place for colleagues who are absent or have urgent requests to action.
- Will assist with the planning and organising of outpatient clinics to include the rescheduling, cancellation, transfer etc as required.
- Will react quickly in order to facilitate extra capacity in outpatients clinics by providing accurate information and work with IT, Outpatient managers, Health records and clinicians to ensure any opportunity to increase outpatient capacity are implemented.
- Will ensure that Escalation spreadsheets are completed accurately daily to identify patients that are on Rapid Access pathway and any potential breaches.
Clinical Duties
- To maintain National standards established by the DOH and CCG.
- To support the Trust in complying with National Standards; for example, CNST and controls assurance.
- To work within legal guidelines; for example, Health and Safety, Manual Handling and Data protection.
- To have extensive knowledge to provide an efficient, polite and professional telephone enquiry service to all users at all times.
Governance
- Adhere to local and national Appointment policies and procedures as established by the Patient access service manager.
- To provide input in the development of strategies to ensure booking processes are embedded into the daily practice of this Trust and all specialties.
- Support the Patient access service manager in the role of change management, which supports and improves working practice within PRMC.
- To adhere to correct procedures and work within an overall framework associated with the Cancer services of clinical governance.
- Participate in the implementation undertaking of all relevant Trust policies such as risk assessment and Incident Reporting Management.
Training & Teaching
- Actively seek and attend in-house training, workshops, formal training, open discussions, and briefings from various expert sources in order to maintain Appointment and Waiting Lists proficiency.
- To actively seek knowledge and experience essential in performing all processes relating to all hospital systems.
The closing date for this vacancy may change if we receive a strong response. Please ensure that you apply for any post you are interested in as soon as possible.
Person Specification
Education & Qualifications
Essential
- English and Maths Grades A-C or above.
- Higher education qualification E.G NVQ Level 3.
- Proven computer literacy.
Desirable
- Evidence of Continuous learning.
Experience & Knowledge
Essential
- Ability to communicate with all levels of health professional and patients.
- Experience with setting and meeting local and national targets.
- Awareness of patient confidentiality.
Desirable
- NHS Experience with experience of NHS Administrative systems
- Understanding of the 18-Week pathway.
- Knowledge of Choose and Book (E-Referrals).
- Knowledge of demand and capacity analysis.
- Knowledge of medical terminology.
Skills & Abilities
Essential
- Excellent communication skills and an excellent telephone manner.
- Evidence of analytical ability and problem-solving skills.
- Good negotiating and influencing skills, with the ability to motivate.
- Ability to work to tight deadlines when under pressure.
- Working knowledge of Microsoft Office.
- Ability to multi-Task with evidence of time management skills.
- Able to work on own initiative.
- Ability to work calmly in a busy environment.
- Computer literate with an ability to analyse and use spreadsheets.
Desirable
- Presentation skills.
- Report writing skills.
Personal Qualities
Essential
- Ability to learn quickly and understand complex rules and guidelines.
- Ability to embrace change.
- Analytical, with a professional approach and excellent attention to detail.
- Ability to tailor communication techniques to meeting the individual's requirements.
- Efficient handling and completion of tasks.
- Ability to work both in a team and independently.
- Able to offer support / sensitivity depending on the circumstances.
Desirable
- Desire to progress, learn and improve.
Education & Qualifications
Essential
- English and Maths Grades A-C or above.
- Higher education qualification E.G NVQ Level 3.
- Proven computer literacy.
Desirable
- Evidence of Continuous learning.
Experience & Knowledge
Essential
- Ability to communicate with all levels of health professional and patients.
- Experience with setting and meeting local and national targets.
- Awareness of patient confidentiality.
Desirable
- NHS Experience with experience of NHS Administrative systems
- Understanding of the 18-Week pathway.
- Knowledge of Choose and Book (E-Referrals).
- Knowledge of demand and capacity analysis.
- Knowledge of medical terminology.
Skills & Abilities
Essential
- Excellent communication skills and an excellent telephone manner.
- Evidence of analytical ability and problem-solving skills.
- Good negotiating and influencing skills, with the ability to motivate.
- Ability to work to tight deadlines when under pressure.
- Working knowledge of Microsoft Office.
- Ability to multi-Task with evidence of time management skills.
- Able to work on own initiative.
- Ability to work calmly in a busy environment.
- Computer literate with an ability to analyse and use spreadsheets.
Desirable
- Presentation skills.
- Report writing skills.
Personal Qualities
Essential
- Ability to learn quickly and understand complex rules and guidelines.
- Ability to embrace change.
- Analytical, with a professional approach and excellent attention to detail.
- Ability to tailor communication techniques to meeting the individual's requirements.
- Efficient handling and completion of tasks.
- Ability to work both in a team and independently.
- Able to offer support / sensitivity depending on the circumstances.
Desirable
- Desire to progress, learn and improve.
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.
Employer details
Employer name
West Suffolk NHS Foundation Trust
Address
West Suffolk Hospital
Hardwick Lane
Bury St Edmunds
IP33 2QZ
United Kingdom
Employer's website
https://www.wsh.nhs.uk (Opens in a new tab)
Employer details
Employer name
West Suffolk NHS Foundation Trust
Address
West Suffolk Hospital
Hardwick Lane
Bury St Edmunds
IP33 2QZ
United Kingdom
Employer's website
https://www.wsh.nhs.uk (Opens in a new tab)
