Summary
To provide administrative and reception duties for the Outpatient Department. To cash up clinics in a timely manner, and to book follow-up appointments for patients after their OPD appointments. To deliver a responsive, sensitive, and courteous approach to all patient and service users in a busy and potentially stressful environment.
Wage
£24,465 a year
Salary will be Band 2 Agenda for Change pay
Training course
Business administrator (level 3)
Hours
Days to be worked Monday - Friday. Business hours - 7:30 - 17:00, mixed shift pattern to be advised in advance. Working day - 7.5 hours per day.
37 hours 30 minutes a week
Start date
Monday 1 September 2025
Duration
1 year 6 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
* Manage Outpatients and Virtual clinic reception desks for the department and deliver an excellent patient experience by meeting and greeting stakeholders in a friendly and professional manner.
* Ensure visitors and patients are directed to the appropriate waiting area, as required, keeping parents/ carers/ patients regularly informed of any delay.
* To identify patients that may require transport, interpreters or any other special needs and escalate to Band 3 Reception staff to take action, in accordance with Trust guidelines.
* Managing the flow of patients, and their carers, through the reception area, identifying those who may require assistance or to be highlighted as a priority to the clinical staff.
* Maintaining contact with patients waiting either in person or online.
* Maintaining regular communication with the clinicians throughout the day, and making sure they are aware of any patient who has been waiting a long time.
* To ensure that clinic schedules are adhered to, utilising consultants and patients time efficiently throughout clinics and escalating any capacity issues to service leads.
* Deal with queries and potentially challenging or distressed patients at reception or online, especially if clinics are running late, clinics have been cancelled at short notice, or the patient has received upsetting news.
Where you'll work
HOLTYE ROAD
EAST GRINSTEAD
WEST SUSSEX
RH19 3DZ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
MBKB LTD
Your training course
Business administrator (level 3)
What you'll learn
Course contents
* Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
* Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
* Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
* Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
* Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
* Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
* Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
* Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Your training plan
Business Administration Level 3 Standard.
Training will be delivered using blended learning with webinars, face-to-face meetings with tutors and work-based learning in the Organisational Development & Learning department at the Queen Victoria Hospital in East Grinstead.
The training delivery will vary depending on the module being studied and may be weekly or block release.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade C/4)
* Mathematics (grade C/4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
* Physical fitness
Other requirements
Sitting for long periods, either behind the reception desk or in a separate room at a computer desk for virtual clinics and frequently wearing a headset. Demonstrate care and compassion for patients and their relatives/ carers, some of whom may have received distressing news. Physically and mentally able to undertake duties required of the post.