Apprentice Outpatient Services Administrator - Scarborough

Please note that contact with applicants will usually be by email, and so please check all of your mail folders regularly (unfortunately some providers filter our messages into junk mail folders).

Our Values

• We are KIND
• We are OPEN
• We pursue EXCELLENCE

We are looking for applications from people who share our values to help make us a valued and trusted partner within our care system, that delivers safe effective care to our local population.

Job overview

This post is offered initially for an 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:

• 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.
• Be 16 years old or older and not in full time education.
• 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

• Create accurate database entry and case notes for patients not currently registered on the Trust’s core patient database.
• To administer and process referrals via the electronic booking system eRS in accordance with the Referral to Treatment Policy.
• To manage patients through Outpatient administrative processes and pathways in accordance with Standard Operating Procedures.
• To process all new patient appointments within agreed timescales and in accordance with consultants’ requests and Speciality booking rules.
• To make follow-up appointments in accordance to booking rules, at the request of both internal and external customers.
• To monitor, maintain and update electronic worklists and ensure that items are actioned in a timely manner, taking remedial action where necessary.
• 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.
• 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

We offer a range of benefits to support our staff including:

• Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants.
• 27 days holiday rising to 33 days (depending on NHS Trust service).
• 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.
• A variety of different types of paid and unpaid leave covering emergency and planned leave.
• Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme.
• NHS Car Lease scheme and Cycle to Work scheme.
• An extensive range of learning and development opportunities.
• 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.

Person specification

Education, Qualifications and Training

• Educated to GCSE Level or equivalent. English at C or above – or equivalent qualification/demonstrable experience.
• Good written and spoken English.

Skills & Attributes

• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Ability to communicate with staff at all levels.
• Able to work as part of a team.
• Able to show flexibility and adaptation to service requirements.
• Methodical and highly organised.

Experience and Knowledge

• Previous office/administrative experience in an NHS environment.

Please note that some of our substantive vacancies may be available on a smaller number of hours than advertised. If you would be interested in applying on this basis, we would encourage you to contact the appointing manager to enquire further.

DBS Checks

Please be aware that all new employees starting work with us will be charged for the cost of their DBS check if it is required for the role. The cost will be deducted from your salary either in 1 payment or over a six month period once you start employment. By applying you are agreeing to this undertaking.

Use of Artificial Intelligence (AI)

Please note, the selection processes at York & Scarborough Teaching Hospitals are in place to ensure we recruit candidates with the right skills and values. We remain vigilant against candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills.

Agile and Flexible Working

We are committed to helping all staff balance their work with other commitments and have recently launched our new Agile and Flexible Working policy to support this, entitling all staff to request flexible working from day one – for all posts.

Employee Assistance Programme (EAP)

All our employees have access to a free, confidential counselling and wellbeing support service. Our EAP is available 24/7, 365 days a year.

A bit more about us and the surrounding area

York and Scarborough Teaching Hospitals NHS Foundation Trust is situated in a fantastic part of the country that is home to two national parks, a beautiful coastline, and the city of York - consistently voted one of the best places to live in the UK. We provide a comprehensive range of acute hospital and specialist healthcare services for approximately 800,000 people living in and around York, North Yorkshire, North East Yorkshire and Ryedale - an area covering 3,400 square miles.

Our annual turnover is approaching £0.5bn. We manage eight hospital sites and have a workforce of around 10,000 staff working across our hospitals and in the community.