Customer Service Apprentice – Outpatient Appointment

To provide administrative support to the booking and administration processes undertaken within the Outpatient Appointment Centre.

***Preference will be given to internal Trust staff, as well as ‘Priority’ and ‘At Risk’ status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

Main duties of the job

The post holder will:

• Provide and deliver a high standard of administrative service to the Outpatient Appointment Centre and the wider hospital using a varied range of administrative work procedures.

Job responsibilities

• To process and action all referrals in a timely manner, ensuring each patient is added to the appropriate waiting list and the referral is filed accurately.
• To manage inbound and outbound telephone calls to/from patients in an efficient and patient focused manner ensuring a good level of customer service at all times.
• To ensure that all appointments are booked and cancelled in accordance with the Access Policy for Planned Care Services and departmental booking guides and processes for clinics.
• To use the different functions on the ERS system daily ensuring that referral letters are printed where needed and the appointments are booked or amended as appropriate.
• The post holder will be trained on the job through a combination of instruction and practice and by attending Access Policy for Planned Care Services, Information Governance and IPM training as well as being allocated a training supporter and Team Leader to support them through each task and each stage of the NVQ.

Person Specification

• Excellent communication and interpersonal skills
• Good communication skills written and verbal
• Good time management and organisational skills

Requirements

• Ability to work to the Trust values

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.

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