Apprentice Outpatient Booking Services Clerk

Northumbria Healthcare NHS Foundation Trust; Norwich; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare organization in Norwich is looking for an apprentice to handle outpatient bookings and referrals. Responsibilities include managing appointments via phone and electronic means while ensuring accurate data management. Ideal candidates will have a good standard of education, communication skills, and a commitment to teamwork and supporting diversity. This apprenticeship offers flexible hours and various employee benefits to assist in career development and work-life balance.

Benefits

Flexible working hours

Free Park & Ride service

Free 24-hours confidential counselling support

On-site Nursery

Staff discounts at on-site cafes

Support in career development

Flexible staff bank

Salary sacrifice schemes

Excellent pension scheme

Qualifications

• Good general standard of education.
• 4 GCSE's at Grade D/3 or above (or equivalent) subject to the job specification.
• Good standard of literacy and numeracy.
• Good communication and interpersonal skills.
• Good IT skills.

Responsibilities

• Dealing with telephone and post appointment requests and queries for new and follow-up appointments.
• Assist in maintaining out-patient procedures for the Trust.
• Support the booking of outpatient appointments, ensuring bookings are accurate and timely.
• Ensure patients are contacted about any changes to their appointments.
• Assist in adding patients to the outpatient waiting lists in order.
• Generate all letters within the agreed time scales.
• Inform patients and GPs if patients are removed from the waiting list.
• Maintain accurate data on Trust databases.

Job description

Job Summary

This is a fixed term contract for 14 months* We as a Trust encourage and support your progression beyond your Apprenticeship and will be here to help! You will be part of our team at Rouen Road processing referrals for the booking of outpatient new appointments. The role includes making patients appointments via the telephone and electronic communications, processing cancellations and updating all hospital systems to contain identical information and dealing with internal and external parties.

Apprenticeship Eligibility Criteria

• Aged 16+
• Resident in the UK/EEA for the last three consecutive years
• Must not have a qualification in a similar subject at the same level or above
• Must not be in any form of formal government‑funded education upon the start of their apprenticeship

Qualifications And Skills Required

• Good general standard of education
• 4 GCSE's at Grade D/3 or above (or equivalent) subject to the job specification
• Good standard of literacy and numeracy
• Good communication and interpersonal skills
• Good IT skills

Main duties

Working within a large open planned office at Rouen Road, working within a multi‑service booking HUB where you will be supported in learning all aspects of the role from adding referrals to PAS and referral console, to adding patients to waiting lists to book patient appointment within Trust Guidelines. Training and support will be provided by your team leads and Mentor. This role requires the ability to multi‑task, follow trust guidelines and work within a close team environment. A calm, sensitive and methodical approach will be required when you progress to booking appointments especially those on our suspected cancer pathways. Using booking lists to ensure your patients are booked within target.

Job responsibilities

• Dealing with both telephone and post appointment requests and queries for any new and follow‑up appointments.
• Assist the teams in maintaining out‑patient procedures for the Trust, including compliance with choice, partial booking, full booking, PAS and eRS.
• Support the booking of new and follow‑up outpatient appointments, ensuring bookings are accurate and within their 18‑week pathways.
• Support the teams in ensuring full utilisation of clinics is achieved by communicating within the team and between the team and the services. Ensure patients are contacted and any changes to their appointments are discussed and agreed with the patient.
• Assist the teams in adding patients to the outpatient waiting lists. Ensure patients are called in chronological and priority order.
• Generate all letters in the agreed time scales to maintain a partial booking process.
• When patients have failed to respond in the agreed time scales or declined two offers, remove patients from the waiting list, inform patient and GP by letter that they have been removed from the Trust waiting list.
• Action changes affecting the Master Index and assist with its maintenance.
• Other general duties, which may be necessary to ensure the smooth functioning of the department.
• Ensure that any data created, edited, used, or recorded on Trust databases within their area of responsibility is accurate and recorded with Trust Policy time scales in order to maintain the highest standards of data quality within the statutory and regulatory framework.

Benefits

• Flexible working hours
• Free Park & Ride service direct to NNUH Colney Lane site
• Free 24‑hours confidential counselling support
• On‑site Nursery at NNUH Colney Lane
• On‑site cafes offering staff discounts at NNUH Colney Lane
• Support in career development
• Flexible staff bank
• Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
• Excellent pension scheme and annual leave entitlement

Person Specification

• Team Player
• Demonstrates understanding and commitment to Equality, Diversity and Inclusion
• Effective role model, demonstrating NNUH's PRIDE values of People focused, Respect, Integrity, Dedication and Excellence

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.

Employer details

Norfolk and Norwich University Hospital

20 Rouen Road, Norwich, NR1 1QQ