Job overview
This role is an apprentice combined Customer Care Officer and Central Booking Office administrator including secretarial support.
The post holder will be expected to work towards a Customer Service Practitioner Level 2 Apprenticeship with Dynamic Training.
The post holder will be required to work flexibly across all roles as dictated by the needs of the service in order to gain comprehensive understanding of all administrative functions within the Sexual Health Services, this includes Reception, Central Booking, Results Teamand Secretarial teams .
The successful candidate will be working at the main Sexual Health sites at Mortimer Market and Archway Centre, and Barnet services
The post holder will be part of the team that are first point of contact to our clients in person and over the telephone. They will be responsible for providing a comprehensive, efficient, high quality and customer focused reception, administration service and telephony within the Sexual Health Service. This includes the Sexual Health Central Booking office based at The Mortimer Market Centre
Main duties of the job
The post is energetic, involving the need to react to developments as they occur. The Customer Care Officer Apprentice will be expected to meet deadlines as guided; have excellent communication skills, prioritise day-to-day work, deal with clients in a professional and courteous manner, work on a rotation system and use their own initiative when this is required as well as be able to work as part of a multidisciplinary team
Due to the nature of our business, the post holder must be able to demonstrate a high degree of customer care at all times, whilst also having the ability to deal sensitively and politely with anxious, emotionally stressed and vulnerable clients and also challenging or verbally abusive clients. The post holder must appreciate the need for complete confidentiality with regard to Data Protection in respect of patient details.
Working for our organisation
Staff Support
The Trust is committed to ensuring that you achieve a good work/life balance, have access to a wide range of support including flexible working options, childcare support and many training and development opportunities.
As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings
Detailed job description and main responsibilities
MAIN DUTIES AND RESPONSIBILITIES:
CUSTOMER CARE & ADMINISTRATIVE DUTIES
To be the designated point of contact for patients, visitors and staff to the service
Either face to face and via the telephone and to undertake this in a friendly, professional and courteous manner and advise them on clinic procedure.
To register clients on the in-house computer software ensuring accuracy and direct clients to self-check-in kiosks and waiting area and assist as necessary. Recording the arrival and finishing times of each client
To book appointments and follow- ups on the computer system and deal with information sensitively and professionally, refer where appropriate and take messages in a polite and professional manner ensuring these are given to appropriate staff
To scan any documents received into the clients electronic or paper file and record on the computer system (virtual encounter) in order for the clinician to have up to date information available.
To follow guidelines/local policies for positive/repeat testing/further action results and ensure the appropriate results are posted/texted/emailed or telephoned to the patient as per clinic policy, until such a time that all results are automated
To participate in client transport & booking/cancelling appointments relating to language support (Interpreting /RNID/Language Line services) arrangements if requested by multidisciplinary team.
To record client attendances and diagnosis codes on the computer system
GENERAL DEPARTMENTAL DUTIES/RESPONSIBILTIES
To carry out any general reception duties, such as inputting information, faxing, photocopying and requesting archived patient notes as and when required
To assist in completing/amending service reports validating all demographic details, patient activity and relevant data collection and update accordingly within designated timeframe
To support and adapt to any changes that are implemented to improve the service; including participation in audit, quality and monitoring initiatives
To be fully aware of the Trusts Safeguarding Procedures and demonstrate the ability to raise concerns to protect our clients
To prioritise own workload within the designated service in conjunction with line management/multidisciplinary team
To liaise with multidisciplinary team about the development of the administration function in the service in conjunction with immediate line management, attend all departmental, clinic meetings and all compulsory training as advised by management
To fully understand the business continuity management system and your role in implementing its process
In the event of Trust computer network failure or planned downtime, implement the local procedure to ensure that manual registration is carried out in line with business continuity plan
To distribute and collate service questionnaires and evaluate data if required
To maintain, process and store confidential patient information in accordance with Trust policies and the Data Protection Act 1998
To participate in service promotion; including visiting other sites outside service area
To monitor stationary/administrative supplies for the service and notify the appropriate stationery requisitioner as part of stock control.
Person specification
Education
Essential criteria
GCSE and or A levels
Skills and Knowledge
Essential criteria
To be computer literate with a good knowledge of Microsoft packages
Knowledge of computer packages and willingness to learn new computer software packages
CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment. We follow safe recruitment practices to protect children and vulnerable adults.
Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.
Our Agenda for Change employment contracts are subject to a contractual 13 week probationary period.
