Job overview
This post is offered initially for a 18 months fixed term period and you will be paid Band 2 whilst you undertake Customer Service Apprenticeship Level 2. On successful completion of your apprenticeship you will be promoted to Band 3 Outpatient Services Administrator position.
Outpatient Appointment Services provide an essential administrative and telephony support service to a range of Outpatient clinics across the Trust which includes booking new patients and follow up appointments in accordance with the Referral to Treatment Policy.
To apply for this exciting opportunity, you will need to meet the following criteria:
1. Aged 16-18: If you do not hold English and Maths at GCSE grade A-G / 1-9, Functional Skills Level 1, or an ENIC UK–recognised equivalent (proof of achievement will be required), you will be required to undertake these as part of the funding rules.
Aged 19 or over: English and maths is not required.
2. Be 16 years old or older and not in full time education.
3. Provide proof of UK residency.
**Please review the attached ‘Guidance for Applicants’ document to ensure you meet the eligibility criteria to undertake an apprenticeship.**
Main duties of the job
4. Create accurate database entry and case notes for patients not currently registered on the Trust’s core patient database
5. To administer and process referrals via the electronic booking system eRS in accordance with the Referral to Treatment Policy
6. To manage patients through Outpatient administrative processes and pathways in accordance with Standard Operating Procedures
7. To process all new patient appointments within agreed timescales and in accordance with consultants’ requests and Speciality booking rules
8. To make follow-up appointments in accordance to booking rules, at the request of both internal and external customers
9. To monitor, maintain and update electronic worklists and ensure that items are actioned in a timely manner, taking remedial action where necessary
10. To receive and accurately process any clinic amendments or cancellations ensuring that the patient is supported by the Referral to Treatment guidelines and booking rules
11. Duties also involve covering the Outpatient reception desk and Call Centre using effective and efficient customer service skills to ensure our patients experience a consistent welcoming approach from our staff and will also include dealing with patients ringing into the Department to book, change or cancel Outpatient appointments.
Working for our organisation
To find out more about what it is like to work for our Trust please visit the following link:
Our benefits
We offer a range of benefits to support our staff including:
12. Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
13. 27 days holiday rising to 33 days (depending on NHS Trust service)
14. A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager at interview stage.
15. A variety of different types of paid and unpaid leave covering emergency and planned leave
16. Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
17. NHS Car Lease scheme and Cycle to Work scheme
18. An extensive range of learning and development opportunities
19. Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers
For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
For more information on the Apprenticeship and overview of modules, please see document 'Customer Service Practitioner Apprenticeship Overview' attached.
Working for the Trust
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.
Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact: .
As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Armed Forces Friendly Employer
We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.
Person specification
Education, Qualifications and Training
Essential criteria
20. Educated to GCSE Level or equivalent. English at C or above – or equivalent qualification/demonstrable experience.
21. Good written and spoken English
Skills & Attributes
Essential criteria
22. Excellent verbal and written communication skills
23. Excellent interpersonal skills
24. Ability to communicate with staff at all levels
Aptitude & Personal Qualities
Essential criteria
25. Able to work as part of a team
Desirable criteria
26. Able to show flexibility and adaptation to service requirements
27. Methodical and highly organised
Experience and Knowledge
Desirable criteria
28. Previous office/administrative experience in an NHS environment.
Application numbers
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.