Apprentice Customer Service Specialist - Oncology / Haematology

Gloucestershire Hospitals NHS Foundation Trust

Information:

This job is now closed

Job summary

As an Apprentice Booking Officer, you will play a vital role in the booking and coordination of all new and routine appointments as well as complex chemotherapy and treatment appointments, ensuring the delivery of a smooth and efficient administration service to our patients.This important role supports the Outpatient Services in Haematology and Oncology for Gloucestershire Hospitals NHS Foundation Trust.Our clinics are held in both Gloucestershire Royal and Cheltenham General hospitals with admin teams working across both sites.

Main duties of the job

You must be a hardworking, pro-active, motivated, resilient and patient focused individual who enjoys working in a challenging and busy environment.You should be extremely well organised with excellent communication and time management skills.You will be expected to use your own judgement to resolve issues and have a tactful and sensitive approach to dealing with occasionally difficult situations.You should also be able to work well under pressure, closely following booking rules and guidelines and be able to prioritise your own workload under constantly changing demands.

The ideal candidate will be confident in the use of IT software systems.

About us

Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK. We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir.

Our Trust values each and every one of our apprentices and offers continued support and guidance. Many apprentices have successfully completed and remained with our Trust in a variety of areas

Date posted

16 June 2022

Pay scheme

Other

Salary

£10,132 a year pa

Contract

Apprenticeship

Duration

18 months

Working pattern

Full-time

Reference number

318-22-R9002-A

Job locations

Cheltenham General Hospital

Cheltenham

GL53 7AN


Job description

Job responsibilities

To ensure and implement an efficient chemotherapy/treatment/routine booking service for patients and clinicians ensuring waiting time targets and clinical targets are met and all treatment chair capacity efficiently used at all sites.

Monitoring progress of referrals, identifying problems and taking appropriate actions to ensure efficient management of referrals

To action clinic re-scheduling ensuring that clinical priorities are maintained and liaising directly with consultants and nursing team where capacity problems exist.

To manage the block booking appointments to ensure clinical priorities are maintained.

Making judgements and decisions on flexing template capacity to achieve a balance between clinical priorities and waiting time targets

To ensure that patients receive a supportive and responsive service tailored to their specific needs particularly where barriers to understanding exist.

To ensure accurate and timely data collection. Advising the management and nursing team where over or under capacity issues exist and to suggest ways of addressing these.

You will be expected to work on both hospital sites as and when required to support the service line.

Please see the attached Job Description and Person Specification for full details.

Job description

Job responsibilities

To ensure and implement an efficient chemotherapy/treatment/routine booking service for patients and clinicians ensuring waiting time targets and clinical targets are met and all treatment chair capacity efficiently used at all sites.

Monitoring progress of referrals, identifying problems and taking appropriate actions to ensure efficient management of referrals

To action clinic re-scheduling ensuring that clinical priorities are maintained and liaising directly with consultants and nursing team where capacity problems exist.

To manage the block booking appointments to ensure clinical priorities are maintained.

Making judgements and decisions on flexing template capacity to achieve a balance between clinical priorities and waiting time targets

To ensure that patients receive a supportive and responsive service tailored to their specific needs particularly where barriers to understanding exist.

To ensure accurate and timely data collection. Advising the management and nursing team where over or under capacity issues exist and to suggest ways of addressing these.

You will be expected to work on both hospital sites as and when required to support the service line.

Please see the attached Job Description and Person Specification for full details.

Person Specification

Qualifications

Essential

  • English GCSE Grade C (4) or equivalent (e.g. Functional Skills Level 2 Literacy)
  • Mathematics GCSE Grade C (4) or equivalent (e.g. Functional Skills Level 2 Numeracy)

Experience

Desirable

  • Dealing with patients, relatives and carers
  • Experience of booking or scheduling appointments
  • Experience in an office or customer facing role

Knowledge / Skills

Essential

  • Good communication skills both written and verbal
  • Ability to work under instruction, quickly and accurately
  • Ability to prioritise and deal with queries simultaneously
  • Professional telephone manner
Person Specification

Qualifications

Essential

  • English GCSE Grade C (4) or equivalent (e.g. Functional Skills Level 2 Literacy)
  • Mathematics GCSE Grade C (4) or equivalent (e.g. Functional Skills Level 2 Numeracy)

Experience

Desirable

  • Dealing with patients, relatives and carers
  • Experience of booking or scheduling appointments
  • Experience in an office or customer facing role

Knowledge / Skills

Essential

  • Good communication skills both written and verbal
  • Ability to work under instruction, quickly and accurately
  • Ability to prioritise and deal with queries simultaneously
  • Professional telephone manner

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Cheltenham General Hospital

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

Cheltenham

GL53 7AN


Employer's website

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

For questions about the job, contact:

Administration Manager

Jennifer Wike

jennifer.wike@nhs.net

03004224029

Date posted

16 June 2022

Pay scheme

Other

Salary

£10,132 a year pa

Contract

Apprenticeship

Duration

18 months

Working pattern

Full-time

Reference number

318-22-R9002-A

Job locations

Cheltenham General Hospital

Cheltenham

GL53 7AN


Supporting documents

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