Customer Service Apprenticeship - Level 2

Job description

Job responsibilities

To deal with patient and staff enquiries clearly, by phone, email and in person promptly, efficiently and politely, resolving local issues and relaying messages where necessary. To ensure that clinical questions are directed appropriately in a timely manner.

To provide reception cover for all clinics including, the welcoming of patients, booking follow-up appointments, keeping patients informed of delays to their appointment and maintaining accurate records of patient attendance, departure time, appointment outcome and ensuring patients personal details are updated

To manage the appointments system, ensuring that all necessary documentation is available to the clinical staff as required, and that appointments are accurately recorded. Liaison with departmental staff, employees and external clients.

To ensure that all patients are registered accurately on the computer system prior to their appointment and to record their attendance.

To maintain the filing systems in good order and to deal with paperwork associated with appointments.

To undertake photocopying for the department and to distribute medical records, etc., to relevant departments when necessary.

To collect post, opening, dates stamping and delivering it as appropriate.

To print off immunisation records for clients as requested.

To receive, log and prepare all management referrals ready for triage.

To actively participate in the archiving of Leavers patient records and remove both electronic and paper files accordingly.

To work at our Orpington site as and when required to gain experience for the above.

OTHER DUTIES AND RESPONSIBILITIES

To undertake adhoc project work as directed by the Administration Coordinator.

To work in collaboration with the operational staff across all the contracts.

To maintain confidentiality at all times and to observe the confidentiality of patient and staff information in accordance with the requirements of current Data Protection Legislation.

To undertake regular supervision and yearly performance review under the direction of the Reception Manager.

To be fully conversant with Statutory Health & Safety Regulations and notify any problems to the Reception Manager

The post holder will carry out their duties as an employee and service provider with due regard for all the relevant Trust's policies.

Learning & development

Any Trust internal systems that require training will be delivered by the Trust on site and in working hours.

The apprentice will work under the supervision of the senior administrator.

Day to day training will be provided on the job through direct teaching, observation, simulation and practical application. Off the job learning is supported through workshops, online learning, shadowing, writing assessments/assignments/workbooks and practical training.

You will work towards the completion of the Level 3 Business Administration apprenticeship program.

GENERAL

The post holder has a general duty of care for their own health, safety and

wellbeing and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post.

To observe the rules, policies, procedures and standards of Kings College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations.

To observe and maintain strict confidentiality of personal information relating to patients and staff.

To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.

This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.

All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication. You are therefore required to check this regularly and to deal with such communication promptly.

Safe Guarding

The Trust takes the issues of Safeguarding Children, Adults and addressing Domestic Abuse very seriously. All employees have a responsibilityto support the organisation in our duties by;

attending mandatory training on safeguarding children and adults

• familiarising themselves with the Trust's processes for reporting concerns
• reportingany safeguarding child or adult concerns appropriately

Infection Control Statement

The post holder has an important responsibility for and contribution to infection control and must be familiar with the infection control and hygiene procedures and requirements when in clinical areas.

The post holder has an important responsibility for and contribution to make to infection control and must be familiar with the infection control and hygiene requirements of this role.

These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures which will be made clear during your induction and subsequent refresher training. These standards must be strictly complied with at all times.

Person Specification

Essential

Essential

• GCSE grade A-C in English and Mathematics or equivalent
• Previous Customer Service experience
• Good written and verbal communication skills combined with an effective and courteous telephone manner.
• Ability to contribute to team working and to develop good working relationships.

Desirable

• Knowledge of IT systems and databases
• Basic excel
• Previous administration experience
• Ability to contribute to team working and to develop good working relationships.

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.

Certificate of Sponsorship

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).

Employer details

Employer name

King's College Hospital NHS Foundation Trust

Address

King's College Hospital NHS Foundation Trust

34 Love Walk

Denmark Hill

SE5 8AD

Employer's website

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