Job summary
*This is a fixed term contract for 14 months* We as a Trust encourage and support your progression beyond your Apprenticeship and will be here to help!
You will be part of our team at Rouen Road processing referrals for the booking of outpatient new appointments. The role includes making patients appointments via the telephone and electronic communications. Processing cancellations and updating all hospital systems to contain identical information. Dealing with internal and external parties.
We are very proud of our Apprentice success rates, with 92% of Apprentices successfully obtaining a substantive post within the Trust at the end of their Apprenticeship contract, and 98% of Apprentices having further plans in place following their Apprenticeship e.g. going on to further education, joining the NNUH staff bank or obtaining employment at another organisation.
Apprenticeship Eligibility Criteria:
All applicants must be:
- Aged 16+
- Resident in the UK/EEA for the last three consecutive years
- Must not have a qualification in a similar subject at the same level or above
- Must not be in any form of formal government-funded education upon the start of their apprenticeship
Qualifications and Skills Required:
- Good general standard of education
- 4 GCSE's at Grade D/3 or above (or equivalent) subject to the job specification
- Good standard of literacy and numeracy
- Good communication and interpersonal skills
- Good IT skills
Full time: 37.5 hours per week
Main duties of the job
Working within a large open planned office at Rouen Road, working within a multi- service booking HUB where you will be supported in learning all aspects of the role from adding referrals to PAS and referral console, to adding patients to waiting lists to book patient appointment within Trust Guidelines. Training and support will be provided by your team leads and Mentor.
This role requires the ability to multi-task, follow trust guidelines and work within a close team environment.
A calm, sensitive and methodical approach will be required when you progress to booking appointments especially those on our suspected cancer pathways. Using booking lists to ensure your patients are booked within target.
Training and support are team based and will have a mentor to support you through this exciting opportunity.
Our teams are office based, and Trust PRIDE Values are a valuable part of our roles with all our communications with patients and colleagues internally and externally.
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity.
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room at NNUH Colney Lane site
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH Colney Lane site
- Free 24-hours confidential counselling support
- On-site Nursery at NNUH Colney Lane
- On-site cafes offering staff discounts at NNUH Colney Lane
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
- Dealing with both telephone and post appointment requests and queries for any new and follow-up appointments.
- To assist the teams in maintaining out-patient procedures for the Trust, to include compliance with choice, partial booking, full booking, PAS and eRS.
- To support the booking of new and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways.
- Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team, and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.
- To assist the teams in adding patients to the outpatient waiting lists. Ensure patients are called in chronological and priority order.
- Generate all letters in the time scales agreed to maintain a partial booking process.
- When patients have failed to respond in the agreed timescales or declined two offers, after discussion with your team co-ordinator, remove patients from waiting list, inform patient and GP by letter that they have been removed from the Trust waiting list.
- Action changes affecting the Master Index and assist with its maintenance.
- Other general duties, which may be necessary to ensure the smooth functioning of the department.
- The post holder will ensure that any data created, edited, used, or recorded on Trust databases within their area of responsibility is accurate and recorded with Trust Policy timescales in order to maintain the highest standards of data quality within the statutory and regulatory framework.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Please note that this advertised position, which is part of occupation code 4131 does not meet the UKVI eligibility requirements for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role unless.
Please note due to high volume of applications for some posts, this post may close before the displayed closing date. We recommend that you apply for this role as soon as possible
Job description
Job responsibilities
- Dealing with both telephone and post appointment requests and queries for any new and follow-up appointments.
- To assist the teams in maintaining out-patient procedures for the Trust, to include compliance with choice, partial booking, full booking, PAS and eRS.
- To support the booking of new and follow-up outpatient appointments, ensuring bookings are accurate and within their 18 week pathways.
- Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team, and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.
- To assist the teams in adding patients to the outpatient waiting lists. Ensure patients are called in chronological and priority order.
- Generate all letters in the time scales agreed to maintain a partial booking process.
- When patients have failed to respond in the agreed timescales or declined two offers, after discussion with your team co-ordinator, remove patients from waiting list, inform patient and GP by letter that they have been removed from the Trust waiting list.
- Action changes affecting the Master Index and assist with its maintenance.
- Other general duties, which may be necessary to ensure the smooth functioning of the department.
- The post holder will ensure that any data created, edited, used, or recorded on Trust databases within their area of responsibility is accurate and recorded with Trust Policy timescales in order to maintain the highest standards of data quality within the statutory and regulatory framework.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Please note that this advertised position, which is part of occupation code 4131 does not meet the UKVI eligibility requirements for a Skilled Worker Visa. The Trust would not be able to issue a Certificate of Sponsorship for this role unless.
Please note due to high volume of applications for some posts, this post may close before the displayed closing date. We recommend that you apply for this role as soon as possible
Person Specification
Qualifications
Essential
- Willing to undertake the L2 Customer Service Practitioner Apprenticeship Standard within the 14-month Apprenticeship contract.
Skills
Essential
- IT skills in Microsoft Outlook & Word
- Excellent interpersonal skills
- Effective communication skills - both verbal and written
Attitude, aptitude
Essential
- Team Player
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
Person Specification
Qualifications
Essential
- Willing to undertake the L2 Customer Service Practitioner Apprenticeship Standard within the 14-month Apprenticeship contract.
Skills
Essential
- IT skills in Microsoft Outlook & Word
- Excellent interpersonal skills
- Effective communication skills - both verbal and written
Attitude, aptitude
Essential
- Team Player
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
