Customer Service Practitioner Apprentice

Gloucestershire Hospitals NHS Foundation Trust

Information:

This job is now closed

Job summary

The role is to provide support to the radiotherapy/radiographers by undertaking all non-clinical tasks. This role takes dedication, hard work, attention to detail, ability to remain calm and a flexibility in the approach to the work in line with the changing priorities. We are a supportive department who value our employees and pride ourselves in providing the best possible experience and care for our patients.

Job Title:

Customer Service Practitioner Apprentice (Level 2)

Hours:

8-4, 9-5, 10-6 depending on service requirements

Contract:

GHNHSFT Apprenticeship Terms and Conditions, Fixed term contract 15 months

Salary:

£5.18 per hour, £10,132 pa

Department/Area:

Radiotherapy Outpatients, Oncology

Location:

Cheltenham General Hospital

Main duties of the job

The apprentice will have responsibility for helping the Radiotherapy Radiographers run an efficient, high quality, safe service for patients by carrying out admin support tasks throughout the department.

The apprentice may also be asked to undertake scheduling duties occasionally which entails booking patients treatment within the Radiotherapy department

The successful applicant will receive Induction and training appropriate to the activities he or she will undertake, and during this induction period will be enrolled to the Customer Service Practitioner Level 2 Apprenticeship with the Training Provider.

Knowledge, Skills and Experience or Aptitude Required

Educated to GCSE Level or equivalent Grade D(3) English, or equivalent (e.g. Functional Skills Level 1) and Mathematics Grade D(3) (e.g. Functional Skills Level 1 Numeracy)

Please see person specification for further detail.

About us

Our team are friendly and welcoming with our aim being to provide the best care for everyone.

Being part of the NHS community gives you access to loads of benefits such as generous holiday allowance, company pension scheme and discount schemes.

Date posted

02 December 2020

Pay scheme

Other

Salary

£10,132 a year

Contract

Apprenticeship

Duration

15 months

Working pattern

Full-time

Reference number

318-20-R5857GW-A

Job locations

Cheltenham General Hospital

Sandford Road

Cheltenham

GL53 7AN


Job description

Job responsibilities

Key Result Areas

  • Use of specific department computerised patient system - ARIA (training to be given).
  • Assist the radiographers in all non-clinical tasks within the radiotherapy department, including making and receiving telephone calls, delivering and collecting patient notes, printing digital photographs of patients as requested and ensuring all paperwork relating to Radiotherapy is available when required.
  • Assist appointment schedulers with the booking of simple patient appointments on Aria.
  • Tracing medical records between departments in the hospital to ensure they are easily accessible to support patient care.
  • Ensure that radiotherapy treatment summaries are placed in patient notes and traced to the appropriate location in a timely manner.
  • Clerical tasks as required i.e. typing, faxing, photocopying, sorting post etc. to support department.
  • Take responsibility for maintaining stocks of linen, dressings/clinical supplies, stationary, leaflets and other related items to help ensure the smooth day to day running of the radiotherapy department.
  • Take responsibility for ordering and maintaining appropriate levels of Pharmacy stocks.
  • Use of estates on line fault reporting system to report maintenance issues.
  • To book support services e.g. transport, interpreters.
  • Clinic Prepping for various internal / departmental clinics.
  • Entering accurate patient data into computerised system Trak and Radiotherapy patient scheduling system (ARIA).
  • Recording patient activity on Trak and entering attendance outcome in a timely manner to co-ordinate with the Trusts PBR system.
  • Return items to Medical Engineering for pat testing, repair or service.
  • To ensure the most up-to-date On call / bleep list is readily available on each machine.
  • Delivering and collecting prescriptions (TTOs) from pharmacy
  • To adhere to all Trust policies and apply current Health and Safety policies, Kindness and respect policy, Radiation safety policies, Ionising Radiation Regulations and Local rules, Control Of Substances Hazardous to Health regulations, Manual handling policies, Quality Assurance in Radiotherapy standards to maintain a safe working environment.
  • To report any incidents or accidents to patients, staff or visitors to senior staff.
  • To liaise effectively with Health Care Professionals as part of a Multi-disciplinary team, communicating accurate and timely information, providing the continuity of care that meets individual patients needs.
  • Record department compliments on internal Trust Datix system.
  • To use the Trust ordering system P2P to order goods for the department.
  • Prepare blood/Covid swab forms ahead of clinics.
  • Update work instructions/forms in line with department Quality System.

Undertake any other appropriate duties commensurate with the role as required at the request of your supervisor and/or manager.

Communications and Working Relationships

Whilst the organisation and structure within specialities/divisions may vary the specific remit of this role will include:

  • Patients / relatives / carers
  • Hospital transport drivers and transport control
  • Consultants and their team
  • Training Provider
  • Apprenticeship & Careers Team
  • Nurses
  • Oncology Reception
  • Allied Health Professionals
  • Porters / Radiotherapy Support Workers
  • Admin and Clerical Staff
  • Health records staff
  • Radiotherapy Administration Co-ordinator
  • Radiographers
  • Linen Room
  • Pharmacy Staff
  • Stores Staff / External Supplier

Please see the full job description and person specification by accessing the documents under the Supporting Documents heading.

Job description

Job responsibilities

Key Result Areas

  • Use of specific department computerised patient system - ARIA (training to be given).
  • Assist the radiographers in all non-clinical tasks within the radiotherapy department, including making and receiving telephone calls, delivering and collecting patient notes, printing digital photographs of patients as requested and ensuring all paperwork relating to Radiotherapy is available when required.
  • Assist appointment schedulers with the booking of simple patient appointments on Aria.
  • Tracing medical records between departments in the hospital to ensure they are easily accessible to support patient care.
  • Ensure that radiotherapy treatment summaries are placed in patient notes and traced to the appropriate location in a timely manner.
  • Clerical tasks as required i.e. typing, faxing, photocopying, sorting post etc. to support department.
  • Take responsibility for maintaining stocks of linen, dressings/clinical supplies, stationary, leaflets and other related items to help ensure the smooth day to day running of the radiotherapy department.
  • Take responsibility for ordering and maintaining appropriate levels of Pharmacy stocks.
  • Use of estates on line fault reporting system to report maintenance issues.
  • To book support services e.g. transport, interpreters.
  • Clinic Prepping for various internal / departmental clinics.
  • Entering accurate patient data into computerised system Trak and Radiotherapy patient scheduling system (ARIA).
  • Recording patient activity on Trak and entering attendance outcome in a timely manner to co-ordinate with the Trusts PBR system.
  • Return items to Medical Engineering for pat testing, repair or service.
  • To ensure the most up-to-date On call / bleep list is readily available on each machine.
  • Delivering and collecting prescriptions (TTOs) from pharmacy
  • To adhere to all Trust policies and apply current Health and Safety policies, Kindness and respect policy, Radiation safety policies, Ionising Radiation Regulations and Local rules, Control Of Substances Hazardous to Health regulations, Manual handling policies, Quality Assurance in Radiotherapy standards to maintain a safe working environment.
  • To report any incidents or accidents to patients, staff or visitors to senior staff.
  • To liaise effectively with Health Care Professionals as part of a Multi-disciplinary team, communicating accurate and timely information, providing the continuity of care that meets individual patients needs.
  • Record department compliments on internal Trust Datix system.
  • To use the Trust ordering system P2P to order goods for the department.
  • Prepare blood/Covid swab forms ahead of clinics.
  • Update work instructions/forms in line with department Quality System.

Undertake any other appropriate duties commensurate with the role as required at the request of your supervisor and/or manager.

Communications and Working Relationships

Whilst the organisation and structure within specialities/divisions may vary the specific remit of this role will include:

  • Patients / relatives / carers
  • Hospital transport drivers and transport control
  • Consultants and their team
  • Training Provider
  • Apprenticeship & Careers Team
  • Nurses
  • Oncology Reception
  • Allied Health Professionals
  • Porters / Radiotherapy Support Workers
  • Admin and Clerical Staff
  • Health records staff
  • Radiotherapy Administration Co-ordinator
  • Radiographers
  • Linen Room
  • Pharmacy Staff
  • Stores Staff / External Supplier

Please see the full job description and person specification by accessing the documents under the Supporting Documents heading.

Person Specification

Knowledge & Skills

Essential

  • GCSE Level or equivalent Grade D/(3) English, or equivalent (e.g. Functional Skills Level 1 Literacy) and Mathematics GCSE Grade D(3) or equivalent (e.g. Functional Skills Level 1 Numeracy)Basic qualification in English
  • Intermediate IT skills and the ability to adapt with the IT systems used by Gloucestershire Hospitals NHS Trust including use of specific department computerised patient system Trak & ARIA
Person Specification

Knowledge & Skills

Essential

  • GCSE Level or equivalent Grade D/(3) English, or equivalent (e.g. Functional Skills Level 1 Literacy) and Mathematics GCSE Grade D(3) or equivalent (e.g. Functional Skills Level 1 Numeracy)Basic qualification in English
  • Intermediate IT skills and the ability to adapt with the IT systems used by Gloucestershire Hospitals NHS Trust including use of specific department computerised patient system Trak & ARIA

Employer details

Employer name

Gloucestershire Hospitals NHS Foundation Trust

Address

Cheltenham General Hospital

Sandford Road

Cheltenham

GL53 7AN


Employer's website

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

Employer details

Employer name

Gloucestershire Hospitals NHS Foundation Trust

Address

Cheltenham General Hospital

Sandford Road

Cheltenham

GL53 7AN


Employer's website

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

For questions about the job, contact:

Apprenticeships & Careers Co-ordinator

Andrea Harford

andrea.harford@nhs.net

03004225109

Date posted

02 December 2020

Pay scheme

Other

Salary

£10,132 a year

Contract

Apprenticeship

Duration

15 months

Working pattern

Full-time

Reference number

318-20-R5857GW-A

Job locations

Cheltenham General Hospital

Sandford Road

Cheltenham

GL53 7AN


Supporting documents

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