Job summary
Devon Referral Support Service (DRSS) are delighted to offer an exciting opportunity to join our Windsor House (Plymouth) or Pomona House (Torquay) team as a Business Administration Apprentice.
A Business Administration qualification opens a world of opportunity and roles to an individual undertaking it.
You will be required to undertake the Advanced Apprenticeship in Business Administration supported by PGL Training Ltd. Therefore there is a possibility that the successful candidate may be required to travel to the offices of the training provider in Exeter on occasion.
Applications for this apprenticeship are being processed by DRSS via NHS Jobs. Shortlisted candidates will be required to attend for an initial interview and assessment with PGL then a further CCG interview with DRSS over Microsoft Teams.
Successful applicants may be expected to work weekends (attracting unsocial hours enhancement) on a rota basis.
In the near future, we will be moving our Plymouth office from Windsor House to Crownhill Court. If you would like more information on these moves, please contact DRSS.
The PGL interviews will be held virtually week commencing 12th September 2022. On completion of these PGL interviews successful candidates will be emailed to attend a formal interview with DRSS week commencing 19 September 2022. (Dates subject to change).
Main duties of the job
As part of NHS Devon, DRSS help patients make informed choices regarding the next step in their healthcare journey. We are the first point of contact for patients to book their outpatient appointments at a range of locations across Devon. We are looking for someone who is keen to learn and engage with all sectors of the business, to support the day to day function of the NHS telephone contact and referral management centre.
Most of the role will be telephone-based therefore we require a highly motivated, customer-orientated individual with excellent communication skills and a good telephone manner.
As many tasks will involve keyboard entry, a calm, focused attitude and the ability to record data and information accurately is required.
The successful candidate will have evidence of GCSEs in Maths and English in the A*-C/Levels 9-4 range (or equivalent) however, an initial assessment with PGL interview will be undertaken to establish current level.
About us
NHS Devon Integrated Care
System
As an Integrated Care System
(ICS), we recognise now more than ever that we can only provide the care that
people really need by working together. Together for Devon therefore represents
a partnership where health and care services work together with local
communities to improve peoples health, wellbeing and care. It aims to
transform health and care services so they are clinically, socially and
financially sustainable.
Our vision is simple: equal
chances for everyone in Devon to lead long, happy and healthy lives. To achieve
this, we have set out six ambitions for the next five years that will help us
transform services including: Effective and efficient care, embedding the
Integrated Care Model, the Devon deal (a citizen-led approach to health and
care), Children and young people, Digital Devon and ensuring Equality.
About NHS Devon
As part of the
Devon ICS, NHS Devon Integrated
Care Board is responsible for the majority of countys NHS budget, anddevelops
a plan to improve peoples health, deliver high-quality care and better value
for money. The organisation is led by a diverse board, with an aim to improve peoples lives in
Devon wherever they live to reduce health inequalities and make sure we can
deliver these services for the long term.
For more
information, visit our ICS website www.icsdevon.co.uk
and our NHS Devon website www.devon.icb.nhs.uk.
Job description
Job responsibilities
• To deliver an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.
• The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
• The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
Key accountabilities
• Dealing with routine enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate. (GPs, Patients, other NHS Organisations).
• Answer telephone calls, taking messages and passing on accurately to the relevant departments/person.
• Ensure that all complaints, comments and suggestions are escalated appropriately, in accordance with policy.
• Post holder must have a standard level of keyboard skills and able to use Microsoft Office programs.
• Able to work on own initiative, prioritising work, within defined policies and procedures to set timescales.
• Have a flexible/adaptable approach to their work in order to meet various deadlines.
• Inputting into, monitoring and printing reports from computerised systems.
• Use effectively office systems including the national e-Referrals system and internal databases.
• To carry out other appropriate delegated duties as required.
• Follow Standard Operating Procedures for processes, and care pathways with continuous updating to reflect any changes.
• Print and dispatch letters to patients following Caldicott Principles and adhering to Information Governance guidelines.
• Continuous housekeeping measures with regards to patient data, emails, Microsoft Word documents and folders in the shared drive.
• Undertake daily triage processes if required, under supervision. Updating all results when returned and ensuring whole process is completed in a timely and professional manner.
• Carry out self-audits and help other departments carry out audits when asked to do so. Review results under the supervision of Line Manager.
Key working relationships
The post holder will be required to:
• Building and maintaining constructive relationships with a broad range of internal and external stakeholders
• Contributing to wider team working
Job description
Job responsibilities
• To deliver an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.
• The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
• The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
Key accountabilities
• Dealing with routine enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate. (GPs, Patients, other NHS Organisations).
• Answer telephone calls, taking messages and passing on accurately to the relevant departments/person.
• Ensure that all complaints, comments and suggestions are escalated appropriately, in accordance with policy.
• Post holder must have a standard level of keyboard skills and able to use Microsoft Office programs.
• Able to work on own initiative, prioritising work, within defined policies and procedures to set timescales.
• Have a flexible/adaptable approach to their work in order to meet various deadlines.
• Inputting into, monitoring and printing reports from computerised systems.
• Use effectively office systems including the national e-Referrals system and internal databases.
• To carry out other appropriate delegated duties as required.
• Follow Standard Operating Procedures for processes, and care pathways with continuous updating to reflect any changes.
• Print and dispatch letters to patients following Caldicott Principles and adhering to Information Governance guidelines.
• Continuous housekeeping measures with regards to patient data, emails, Microsoft Word documents and folders in the shared drive.
• Undertake daily triage processes if required, under supervision. Updating all results when returned and ensuring whole process is completed in a timely and professional manner.
• Carry out self-audits and help other departments carry out audits when asked to do so. Review results under the supervision of Line Manager.
Key working relationships
The post holder will be required to:
• Building and maintaining constructive relationships with a broad range of internal and external stakeholders
• Contributing to wider team working
Person Specification
Qualifications
Essential
- Good general education to GCSE (grade A-C, Level 9 - 4 or equivalent) must include English Language and able to achieve Level 2 literacy.
- Willing to work towards NVQ Level 3 in Business and Administration
Other
Essential
- Working knowledge of Microsoft Office including Word and Excel
- Data entry ensuring accuracy
- Clear communicator with good telephone skills
- Ability to adapt and respond to situations appropriately
- Promoting equality and diversity in all you do
- Adaptable and flexible
- An ability to maintain confidentiality and trust
- Good time keeping
- Able to work on own initiative, organising and prioritising own workload to set deadlines
- Team worker
Desirable
- Awareness of a range of Health Services provisions
- Knowledge of NHS issues
- Understanding of Data Protection legislation
- Commitment to undertake and complete learning activities which are part of the role and apprenticeship qualifications
Person Specification
Qualifications
Essential
- Good general education to GCSE (grade A-C, Level 9 - 4 or equivalent) must include English Language and able to achieve Level 2 literacy.
- Willing to work towards NVQ Level 3 in Business and Administration
Other
Essential
- Working knowledge of Microsoft Office including Word and Excel
- Data entry ensuring accuracy
- Clear communicator with good telephone skills
- Ability to adapt and respond to situations appropriately
- Promoting equality and diversity in all you do
- Adaptable and flexible
- An ability to maintain confidentiality and trust
- Good time keeping
- Able to work on own initiative, organising and prioritising own workload to set deadlines
- Team worker
Desirable
- Awareness of a range of Health Services provisions
- Knowledge of NHS issues
- Understanding of Data Protection legislation
- Commitment to undertake and complete learning activities which are part of the role and apprenticeship qualifications
