Job summary
This Customer Service Practitioner apprenticeship at Gloucestershire Hospitals NHS Foundation Trust is an exciting opportunity to learn new skills and become part of the Head and Neck Team, in our Surgery Division. Our Head and Neck team provide diagnostic, treatment and rehabilitation services for patients with head and neck cancers
Main duties of the job
This apprenticeship is suitable for anyone with a desire to learn and develop administration skills with a view to beginning a career in customer service / administration and gain a Customer Service Practitioner Level 2 Intermediate apprenticeship.
Throughout the apprenticeship journey you will:
- be supported in the workplace by a mentor
- have the equivalent of a day a week 'off-the-job training' to develop your learning
- be in regular contact with the Training Provider and the Apprenticeships and Careers Team
- have access to a virtual learning platform
- attend workshops (face to face / virtual) where you will have the opportunity to discuss and share
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
Job description
Job responsibilities
To attend all mandatory components of the Apprenticeship Framework including:
- Corporate induction
- GHNHSFT mandatory training
- Department based vocational assessments
- Progress review meetings
-To undertake training as required and agreed with the mentor, supervisor and external assessor and complete competencies relevant to the work area / department
-Need to analyse and deal with non-clinical problems using own initiative to ensure a seamless support service to the clinical area but asking for assistance if needed.
-To answer department telephone and deal with enquiries from patients, relatives and staff, both internal and external to the organisation.
-Ensure patients notes and results are requested in a timely fashion prior to the appointment date and prepare notes with relevant paperwork.
-Provide advice on appointment types and procedures and non-clinical advice on many aspects of hospital procedures, so that clinical staff may be kept informed and unnecessary delays in the patient pathway are avoided.
-Accurate collation and input of patient details onto the hospital IT system to ensure appointments and procedures have been booked correctly, including admitting and discharging.
-Management of patient notes, to ensure notes can be located when required.
-To complete all training in accordance with Trust policy
Please see the attached Job Description and Person Specification for full details.
Job description
Job responsibilities
To attend all mandatory components of the Apprenticeship Framework including:
- Corporate induction
- GHNHSFT mandatory training
- Department based vocational assessments
- Progress review meetings
-To undertake training as required and agreed with the mentor, supervisor and external assessor and complete competencies relevant to the work area / department
-Need to analyse and deal with non-clinical problems using own initiative to ensure a seamless support service to the clinical area but asking for assistance if needed.
-To answer department telephone and deal with enquiries from patients, relatives and staff, both internal and external to the organisation.
-Ensure patients notes and results are requested in a timely fashion prior to the appointment date and prepare notes with relevant paperwork.
-Provide advice on appointment types and procedures and non-clinical advice on many aspects of hospital procedures, so that clinical staff may be kept informed and unnecessary delays in the patient pathway are avoided.
-Accurate collation and input of patient details onto the hospital IT system to ensure appointments and procedures have been booked correctly, including admitting and discharging.
-Management of patient notes, to ensure notes can be located when required.
-To complete all training in accordance with Trust policy
Please see the attached Job Description and Person Specification for full details.
Person Specification
Qualifications
Essential
- Educated to GCSE Level or equivalent Grade D(3) English, or equivalent (e.g. Functional Skills Level 1 Literacy) and Mathematics Grade D(3) or equivalent (e.g. Functional Skills Level 1/Numeracy)
Experience
Essential
- Previous Customer Service / office experience
Knowledge, Skills, Abilities
Essential
- Typing and IT/Computer skills including proficiency in Microsoft Office, Excel & Outlook
- Good communication skills/interpersonal skills
- Good organisational skills for prioritisation of own work, with supervision
- Ability to work on own initiative as well as within a team
- An awareness of when to ask for help if needed
Person Specification
Qualifications
Essential
- Educated to GCSE Level or equivalent Grade D(3) English, or equivalent (e.g. Functional Skills Level 1 Literacy) and Mathematics Grade D(3) or equivalent (e.g. Functional Skills Level 1/Numeracy)
Experience
Essential
- Previous Customer Service / office experience
Knowledge, Skills, Abilities
Essential
- Typing and IT/Computer skills including proficiency in Microsoft Office, Excel & Outlook
- Good communication skills/interpersonal skills
- Good organisational skills for prioritisation of own work, with supervision
- Ability to work on own initiative as well as within a team
- An awareness of when to ask for help if needed
Additional information
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).
