Band 3 Apprentice Appointments & ERS Coordinator

Job summary

We have an exciting opportunity for someone to join our busy team as an Apprentice Appointments and ERS Administrator. The role of the Appointments and ERS Administrator is to be the point of contact for patients to book and change appointments and answer queries from patients with regards to their hospital appointment. They are responsible for the management of patient appointments using hospital booking systems including ERS and Careflow and be prepared to be trained in all future technology. The post holder will ensure ERS referrals and internal referrals are processed appropriately escalating any issues to your Team Leader.

You will have excellent communication skills both written and verbal and have a good telephone manner. You will also have a good working knowledge of various IT systems and keyboard and typing skills.

Alongside the job role you will be completing the Level 2 Customer service Practitioner apprenticeship. If you already hold a qualification in Customer Service at Level 2 or above, then you are not eligible to apply.

Please read the advert and Job Description carefully before applying, ensuring that you clearly demonstrate how you meet the criteria in the person specification.

To be eligible for an Apprenticeship you must meet the following criteria:

Be 16 years old or over

Have the right to work in the UK

Have been permanently resident in the UK for the past 3 years

We welcome applications from those with lived experience of the care system.

Main duties of the job

The purpose of the Appointments and ERS Administrator is to be the point of contact for patients to book and change appointments and answer queries from patients with regards to their hospital appointment. They are responsible for the management of patient appointments and should be proficient in the use of the hospital booking systems including ERS and Careflow and be prepared to be trained in all future technology.

The post holder should ensure ERS referrals and internal referrals are processed appropriately and manage and escalate the appointment slot issues (ASI's) generated through the E-Referral system to your Team Leader. They should also address, and action appointment changes and requests made by the patient using the appointments phone line, the email service 'My Appointment' or the Envoy text messaging service.

The Appointments and ERS Administrator should support the services and Team Lead's with adjustments to Outpatient clinics on the local Careflow system including the cancellation, reduction, reinstating and/or re-profiling of clinics.

All new and follow up appointments should be processed according to the Trust policies and department procedures.

About us

We provide care for the residents of three diverse London boroughs. Most of our 7,800 permanent staff live in Barking and Dagenham, Havering and Redbridge and the majority are from black, Asian and minority ethnic groups. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.

Our services include all the major specialties of large acute hospitals and we operate from two main sites - King George Hospital in Goodmayes and Queen's Hospital in Romford. We have two of the busiest emergency departments in London - more than 300,000 people visited our A&Es in 2023. We also provide outpatient services at Brentwood Community Hospital, Barking Community Hospital, Loxford Polyclinic, and Harold Wood Polyclinic.

We're pleased to be leading the way in reducing the time our patients wait to get the treatment they need. The Elective Surgical Hub at King George Hospital is one of eight to be accredited as part of a national scheme; the Care Quality Commission has raised the ratings for urgent and emergency care at Queen's and King George hospitals; and data released by NHS England showed that the Trust was the most improved in 2023 for reducing waits for emergency care.

We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We're also part of the North East London Cancer Alliance.

Employer details

Employer name

Barking, Havering and Redbridge University Hospitals NHS Trust

Address

Outpatient Appointments

Romford

RM7 0AG

Employer's website

https://www.bhrhospitals.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

Barking, Havering and Redbridge University Hospitals NHS Trust

Address

Outpatient Appointments

Romford

RM7 0AG

Employer's website

https://www.bhrhospitals.nhs.uk/ (Opens in a new tab)

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