Customer Service Apprentice – Health Records

University Hospitals Plymouth NHS Trust

The closing date is 20 March 2025

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Job summary

  • The post holder will work towards becoming responsible for the efficient and accurate preparation of health records for clinics using the Prepping Application and Reporting tools, with strict adherence to and compliance with the Referral to Treatment Access Policy and Administrative Procedure Notes
  • To provide and maintain an efficient and high standard Health Records Service throughout the Trust.
  • To maintain the Main Store and Archive area ensuring the integrity and security of all health records.

  • ***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

  • To met both NHS and Apprenticeship standards to ;earn the roles within Health Records.
  • Support the Centralised Prepping team to get health records to any clinical appointment on time with all the relevant information.
  • Assist the Health Records Support Team to ensure that patient information is kept up to date and health records are maintained to NHS standards.
  • Work alongside Health Records Assistants with the receiving and dispatching of all live notes being used throughout the South West.
  • Learn how to review health records retention periods and assess the suitability for destruction.

About us

We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Date posted

07 March 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum - Not band 2 will be apprenticeship salary.

Contract

Apprenticeship

Duration

15 months

Working pattern

Full-time

Reference number

216-AM-A7031763-AP

Job locations

Windsor House

Tavistock Road

Plymouth

PL6 5UF


Job description

Job responsibilities

To be trained to:

Main Office/Pre-file area

  • To provide support for the pulling and filing of Health Records within the Central Records Library for all clinical activity.
  • Prioritising workloads and all other Central Record Requests.
  • Efficiently manging the urgent line with a professional approach.

Archive area

  • To provide support for the filing and culling of REI records and Deceased records.
  • To understand the retention and destruction process for all Health Records and REI records in accordance with the Records Management Code of Practice 2021 and following the Trusts policies and procedures.
  • To learn to identify and highlight any storage capacity issues and identify any bottlenecks within the store for yearly Deceased notes.

Prepping

Individuals are allocated a daily workload by the supervisor and are then responsible for organising their own day to day tasks.

Responsible for identifying, requesting, collecting and tracing all health records for their individually allocated clinics daily in an efficient and timely manner, ensuring all records required for clinics are prepared to the specification of each Specialty.

Use the Information Technology associated with the role, in particular the iPM System, Prepping Application and Spreadsheets, to regularly analyse and check the status of clinics of individual patients and clinics, ensuring late additions are identified and prepped within the required timescales

Ensure that any variances to the scheduled clinics/missing health records are communicated to the Clinic staff (Nurses and Consultants) prior to the clinic starting.

For further details please see attached JD&PS.

Job description

Job responsibilities

To be trained to:

Main Office/Pre-file area

  • To provide support for the pulling and filing of Health Records within the Central Records Library for all clinical activity.
  • Prioritising workloads and all other Central Record Requests.
  • Efficiently manging the urgent line with a professional approach.

Archive area

  • To provide support for the filing and culling of REI records and Deceased records.
  • To understand the retention and destruction process for all Health Records and REI records in accordance with the Records Management Code of Practice 2021 and following the Trusts policies and procedures.
  • To learn to identify and highlight any storage capacity issues and identify any bottlenecks within the store for yearly Deceased notes.

Prepping

Individuals are allocated a daily workload by the supervisor and are then responsible for organising their own day to day tasks.

Responsible for identifying, requesting, collecting and tracing all health records for their individually allocated clinics daily in an efficient and timely manner, ensuring all records required for clinics are prepared to the specification of each Specialty.

Use the Information Technology associated with the role, in particular the iPM System, Prepping Application and Spreadsheets, to regularly analyse and check the status of clinics of individual patients and clinics, ensuring late additions are identified and prepped within the required timescales

Ensure that any variances to the scheduled clinics/missing health records are communicated to the Clinic staff (Nurses and Consultants) prior to the clinic starting.

For further details please see attached JD&PS.

Person Specification

QUALIFICATIONS

Essential

  • oNumeracy and literacy qualifications, (GCSE or 'O' level grade D or above, CSE grade 1, Key skills Level 1), or equivalent

KNOWLEDGE & EXPERIENCE

Essential

  • oDemonstrable experience working with PC's and Microsoft applications
  • oDemonstrable experience of managing own workload and working to strict deadlines

APTITUDE & ABILITIES

Essential

  • oManual handling, to safely carry, move, lift health records/case notes, load and unload blue boxes containing case notes and collect case notes from around the Hospital
  • oMaintain confidentiality in accordance with the Data Protection Act and Trust requirements
  • oFollow strict working practices
  • oRemain calm within a busy environment
  • oGood organisational skills/prioritise workload
Person Specification

QUALIFICATIONS

Essential

  • oNumeracy and literacy qualifications, (GCSE or 'O' level grade D or above, CSE grade 1, Key skills Level 1), or equivalent

KNOWLEDGE & EXPERIENCE

Essential

  • oDemonstrable experience working with PC's and Microsoft applications
  • oDemonstrable experience of managing own workload and working to strict deadlines

APTITUDE & ABILITIES

Essential

  • oManual handling, to safely carry, move, lift health records/case notes, load and unload blue boxes containing case notes and collect case notes from around the Hospital
  • oMaintain confidentiality in accordance with the Data Protection Act and Trust requirements
  • oFollow strict working practices
  • oRemain calm within a busy environment
  • oGood organisational skills/prioritise workload

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).

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.

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

University Hospitals Plymouth NHS Trust

Address

Windsor House

Tavistock Road

Plymouth

PL6 5UF


Employer's website

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

Employer details

Employer name

University Hospitals Plymouth NHS Trust

Address

Windsor House

Tavistock Road

Plymouth

PL6 5UF


Employer's website

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

For questions about the job, contact:

Central Records Operational Manager

Letitia Brookes

letitia.brookes@nhs.net

01752430739

Date posted

07 March 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum - Not band 2 will be apprenticeship salary.

Contract

Apprenticeship

Duration

15 months

Working pattern

Full-time

Reference number

216-AM-A7031763-AP

Job locations

Windsor House

Tavistock Road

Plymouth

PL6 5UF


Supporting documents

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