Job overview
Apprenticeships are designed to give talented people an opportunity to gain a nationally recognized qualification while completing on the job training. You will be supported to learn and develop the knowledge, skills and behaviours you need to perform in the job role. You will also have study time allocated within your working hours to gain your qualification.
We are seeking to appoint a friendly person with excellent communication and keyboard skills to join the Main Outpatients Team. For this role you will undertake a 19 -month Customer Service development programme within the department through work-based learning and by attending regular training sessions. Successfully completing the training programme will lead to an Intermediate Apprenticeship at Level 2.
T his position is offered as a fixed term contract with the opportunity to become permanent once the qualification is successfully completed and achieved. Please be advised if you already hold a relevant qualification in this subject area ( so Customer Service ) at Level 2 or higher you are not eligible to apply for this apprenticeship role.
It is a very exciting time to be joining the Outpatient Team at North Middlesex university Hospital, the post holder will have day-to-day responsibility for providing a high-quality reception and clerical service to the outpatient clinics, you will need to be available to work some weekends and be flexible with their working hours, you will cross cover departments for other staff as and when required. Ensuring that all patient attendances are accurately recorded on all appropriate hospital IT
systems including our PAS called Medway.
The post holder will also be responsible for the timely and accurate checking in and out of patients, confirming attendances with patients. They will also be responsible for answering the telephone, Pre–Assessment Department and Theatres along with liaising with the multi-disciplinary team, other departments and services to answer queries. To ensure that all patient notes are available in a timely manner.
The successful candidate should be flexible with regards to working occasional late shifts, with good IT skills, and experience in filing and other clerical duties. Previous experience of office or reception duties is essential, preferably within the healthcare setting, and all candidates must meet the criteria laid out within the person specification included in the job description.
For further information please contact; James Howard on 0208 8873119 or via email /
Main duties of the job
1. Booking patients follow up onto the computer system.
2. Update all demographics details.
3. Complete outcomes of clinics and accurate recording of 18 weeks pathway
4. Generate DNA letters to patients and GP’s.
5. Deal with telephone and face to face enquiries from all staff groups, patients, relatives, careers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
6. Always communicate verbally in a sensitive and caring manner.
7. Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
8. To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is always maintained.
9. To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
10. In the event of the hospital system failure the relevant disaster recovery procedure is followed.
11. To provide and support for junior staff as required.
12. Track case notes and other documentation in line with trust protocols.
13. To collect notes from medical records., as needed.
14. To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
15. To report any service/performance shortfalls to Team Leaders and work as part of a team to address such areas.
16. Helping patients on Kiosk operation.
17. Participating in trainings, team meetings and reporting all challenges.
Working for our organisation
The outpatient receptionist team comprise 18 receptionists, 2 clinic coordinators, plus a Deputy Service Manager and Service Manager. We rely on teamwork and good communication for the service to run smoothly.
The department can be pressurised and the role demanding but we have the support in place to help alleviate difficult situations. Punctuality, politeness, and hard work are essential as the role is front line and dealing face to face with patients, relatives and colleagues.
North Middlesex University Hospital NHS Trust is a single site, medium-sized hospital, located in Edmonton and is the local acute hospital for the boroughs of Enfield and Haringey.
We are currently looking for an enthusiastic and dedicated receptionist band 2 to join our busy department in Surgery, Associated services and Cancer. We welcome roughly 1000 patients per day through our 8
different clinics.
Detailed job description and main responsibilities
The role is administrative and will require great organisational and communication skills. You will be required to pay close attention to detail. You will need to be able to cope well under pressure, use your initiative to work individually and work well as part of a team.
If you thrive in a very fast moving, busy environment and are looking for a challenge, you could be just the person we are looking for. Short listed candidates will be invited for an interview.
Detailed job description and main responsibilities
Prioritise and manage workload without direct supervision.
Provide a high quality reception and administrative service for the Outpatient department and to ensure appointments are made in line with Trust policies, guidelines and departmental protocols, additional
duties will include:
18. Preparation of medical notes for relevant clinics
19. Booking patients follow up onto the computer system.
20. Update all demographics details.
21. Complete outcomes of clinics and accurate recording of 18 weeks pathway
22. Generate DNA letters to patients and GP’s
23. Deal with telephone and face to face inquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
24. Communicate verbally in a sensitive and caring manner at all times.
25. Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
26. To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
27. To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
28. In the event of the hospital system failure the relevant disaster recovery procedure is followed.
29. To provide and support for junior staff as required.
30. Track case notes and other documentation in line with trust protocols.
31. To collect notes from medical records., as needed.
32. To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
33. To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.
34. To monitor and escalate shortages in stock e.g. stationary, paper etc. to team leaders for ordering.
35. To undertake mandatory training.
36. To participate in the Trust Performance Development scheme for staff.
Person specification
Education and qualifications
Essential criteria
37. Basic literacy and numeracy skills' or 'Entry Level 2/3
38. GCSE or equivalent level education
39. NVQ Level 2 in Business Administration/Customer Care or acquired equivalent experience
Skills and abilities
Essential criteria
40. Demonstrate ability to pay attention to detail, reliably check and record data and be able to self-check completed work
41. Demonstrate excellent communication skills with all levels of staff and patients
42. Demonstrate a good telephone manner and technique
43. Ability to work under pressure/meet tight deadlines whilst delivering high quality work
44. Has flexible approach and attitude
45. Good organisational and administrative skills
46. Computer/keyboard skills in MS Word and Excel
47. Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
48. Ability to follow instructions; and procedures
Desirable criteria
49. Awareness of patient pathways
Experience and Knowledge
Essential criteria
50. Experience of healthcare administrative systems and processes
Desirable criteria
51. Health records experience
52. Experience of working within a multi-disciplinary team
53. Experience of working with the general public
Personal qualities
Essential criteria
54. Ability to maintain a professional approach at all times
Values
Essential criteria
55. Demonstrable ability to meet Trust values
Other requirements
Essential criteria
56. The promotion of equality of opportunity and good working relations (providing practical leadership)
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
You will only be contacted by the Recruitment Team via email if you are shortlisted for this post. Please ensure therefore that you check your e-mail account regularly.
Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers – North London Partners Shared Service, (NLPSS) who conduct recruitment activities on behalf of NMUH.
If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit
NMUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of NMUH will have their original documents verified using this technology.
By applying for this post you are agreeing to NMUH transferring the information contained in this application to its preferred applicant management system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Record (ESR) system and other secure, internal NHS workforce systems.
By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we want you to complete your e-learning modules prior to joining our organisation.
If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK.
If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the