South Tyneside and Sunderland NHS Foundation Trust
We have an exciting apprenticeship opportunity for a customer/patient-focused individual to join our team within the Outpatient Appointments Department.
This is a full-time post that challenges your skills and allows you to progress and professionally develop in a friendly and supportive team. This is an administrative role as well as providing some cover on our Departmental patient telephone contact centre.
You must have good all-round administration skills, excellent interpersonal and communication skills with customer service experience, and be computer literate with a working knowledge of MS Office. Experience of managing patient waiting lists and NHS computer systems would be an advantage.
You will commence on Annex 21 of the salary stated, and to support development in the role, you are required to complete a L2 Customer Service Practitioner Standard over the period of the Apprenticeship. Maths and English Language are required at GCSE minimum grade C/4 or Level 2 equivalent in the same subjects.
Please note the Trust are not able to offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. You are requested to consider this when making your application.
Main Duties of the Job
We are responsible for scheduling outpatient services across multiple hospital and community sites in the South Tyneside and Sunderland location.
As a member of the Outpatient Appointments Team, your primary role will be dealing with appointments and referrals, ensuring all referrals are actioned in a timely manner to help avoid any delay to patient care and ensure clinic utilisation is maximised.
This role involves the use of the Patient Administration System: Meditech and the national e-Referrals electronic booking system; full training is provided on both.
You will have attention to detail and the ability to prioritise incoming work, reporting to the Manager as necessary, with a strong emphasis on customer service.
An essential role within the team, helping to maintain standards and improve the service for the benefit of patients and clinical teams. You will be adaptable to change and willing to learn new skills; having a good knowledge of office procedures, together with organisational skills, delivering high-quality administration and customer care.
Join us and you'll work with some of the best people in the NHS, thriving in a Trust united in its values, purpose and commitment to our patients and a drive for continual innovation and improvement.
You must have excellent organisational and keyboard skills and be able to adapt to different tasks with a flexible approach.
Knowledge of the Meditech and e-Referrals systems is desirable.
About Us
Please help us by adding your telephone number to your application form; this will allow us to contact you quickly if required.
One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award-winning teams, we have a passion for research, innovation, and tackling inequalities. We are committed to respect, fairness, and civility and promote a compassionate, caring, and positive culture/work environment.
We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity, and in particular those from under-represented groups. Looking after our workforce's health and wellbeing is a priority for STSFT. We also provide access to high-quality education, training, career progression, and support. Flexible working is supported via the Trust's Flexible Working Policy.
The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support, and access to a Childcare Co-ordinator to help staff with childcare arrangements.
The Trust will not accept applications which are found to be AI generated.
Job Responsibilities
Apprentices will undertake an initial structured departmental induction and training programme throughout the Apprenticeship to develop skills and knowledge in entering patient referrals, arranging new and review outpatient appointments, and to register patient attendances adhering to agreed procedures.
To provide Contact Centre and Reception cover across the Outpatient Services Department.
PLEASE REFER TO ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.
Person Specification
Other
* Please provide a contact telephone number (in case we need to contact you about your application), or write 'no number' if you do not have one.
Personal Qualities
* Able to work in a busy office environment.
* Ability to prioritise workload.
* To work independently or as part of a team.
* To use initiative to problem-solve.
Experience
* Working with the public in a customer-focused/service environment.
* Experience of clerical/admin work using IT skills.
* Use of Meditech Version 6, Choose and Book e-Referrals.
* Flexible approach.
* Pleasant, helpful manner.
* Customer-focused.
Qualifications
* GCSE Maths & English Language minimum grade C/4 or L2 equivalent in the same subjects.
* Understanding of Microsoft Office packages e.g. Word, Outlook.
* Willing to complete L2 Customer Service Apprenticeship.
* Knowledge of Meditech.
Skills
* Effective organisational skills.
Employer Name
South Tyneside and Sunderland NHS Foundation Trust
£22,383 a year Annex 21/Age-related Wage (24/25 pay award pending)
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