Job summary
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.
About us
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
Date posted
24 November 2022
Pay scheme
Agenda for change
Band
Band 2
Salary
£20,270 to £21,318 a year Fixed rate at £20,270 p.a for the duration of FTC
Contract
Apprenticeship
Duration
18 months
Working pattern
Full-time
Reference number
333-D-SH-0283-A
Job locations
Mortimer Market
London
WC1E 6JB
Job description
Job 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.
Job description
Job 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
GCSE and or A levels
Skills and Knowledge
Essential
To be computer literate with a good knowledge of Microsoft packages
Knowledge of computer packages and willingness to learn new computer software packages
Person Specification
Education
Essential
GCSE and or A levels
Skills and Knowledge
Essential
To be computer literate with a good knowledge of Microsoft packages
Knowledge of computer packages and willingness to learn new computer software packages
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.
Certificate of Sponsorship
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).
Additional information
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.
Certificate of Sponsorship
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).
