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Referral Management Centre Apprentice Wye Valley NHS Trust

You will be expected to develop the skills to support the delivery of a comprehensive and effective administrative service to support the efficient running of the Referral Management Centre Team. This will be delivered through high levels of customer service both face to face and digitally.

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Closing date: 17 Feb 2023

Apprenticeship summary

  • Annual wage

    £9,379.50

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday - Friday, 9.00am - 5.00pm. Total hours per week: 37.50

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    25 Feb 2023

  • Date posted

    14 Dec 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000115882

  • Positions

    2 available

What will the apprentice be doing?

Key Responsibilities:

  • To confirm patient attendance on Maxims EPR, amending demographic details as required to ensure data quality (as per Standard Operating Procedures) is prioritised at all times
  • To greet patients in a professional manner upon arrival, provide information relevant to their appointment and direct them to the appropriate waiting areas. To notify patients of extended waiting times if delays are occurring
  • To process all patients following attendance
  • To liaise with relevant medical secretaries or Referral
  • Management Centre for advice on appointment allocation to ensure patients are seen within the correct timescale as directed by the clinician
  • To make changes to patient appointments on the EPR Maxims system as required and deal professionally and courteously with all patients wishing to check or rearrange appointments both at the reception desk and also within the referral management centre

Administrative & Clerical Responsibilities:

Reception:

  • Confirm patient attendance on Maxims EPR, amending demographic details as required to ensure data quality (as per Standard Operating Procedures) is prioritised at all times
  • Greet patients in a professional manner upon arrival, provide information relevant to their appointment and direct them to the appropriate waiting areas; notify patients of extended waiting times if delays are occurring
  • Make changes to patient appointments on the EPR Maxims system as required and deal professionally and courteously with all patients wishing to check or rearrange appointments, both at the reception desk and also within the referral management centre
  • Process all patients following attendance, entering outcome and RTT status on EPR Maxims system in an accurate and timely manner
  • Liaise with relevant medical secretaries for advice on appointment allocation to ensure patients are seen within the correct timescale as directed by the clinician
  • Make changes to patient appointments on EPR Maxims as required and deal professionally and courteously with all patients wishing to check or rearrange appointments
  • Request nurse to accompany, porter staff, or arrange return hospital/ambulance transport as necessary adhering to Trust criteria

Referral Management Centre:

  • Open Referral Post
  • Date Stamp Referral - (this must be date of arrival)
  • Check demographic details
  • Date Stamp Faxed 2 Week Wait Referrals
  • Liaise with other departments, Health Records, Specialties and GP Surgeries

Maxims Responsibilities:

  • Enter detail from referral/outcome form on Maxims and on to specialty/consultant new/follow-up waiting list
  • Referrals processed on Maxims following the correct process, including scanning of referrals into the patient record, ready for referrals to be triaged by consultants
  • Referral passed to Clinic Coordinator for appointment to be booked
  • Be responsible for closing waiting list entries for referrals that do not need an appointment or where a patient has cancelled and chosen not to re-book
  • Booking of new and follow up appointments, ensuring they are booked in chronological order

What training will the apprentice take and what qualification will the apprentice get at the end?

Level 2 Customer Service Practitioner standard:

  • Functional Skills (if required)
  • Any other job specific training as necessary

What is the expected career progression after this apprenticeship?

Possibility for a permanent role upon completion of the apprenticeship for the right candidate.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Team working, Non judgemental, Patience, Telephone Manner

Qualifications

GCSE or equivalent Maths and English (Grade C/4 or above) Desired

Things to consider

Please be aware that this NHS role is based in Monkmoor Court on Commercial Road, not at the hospital. Please note that the interview/start date can be flexible. Please consider how you will get to and from the place of work each day for the times stated. The Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates.

About the employer

Wye Valley NHS Trust provides health services to the people of Herefordshire and further afield. The Trust exists to improve the wellbeing, independence and health of the people we serve. Our workforce of around 3,000 provides a range of specialist and generalist functions. We have strong clinical network connections with trusts in Birmingham, Worcester, Gloucester and Cardiff. With an annual turnover of around £180 million, serving a population of 180,000, the Trust is one of the smallest rural District General Hospitals in England. We work hard to deliver across traditional boundaries to provide integrated care, in order to deliver a standard of care we would want for ourselves, our families and friends.

Employer

Wye Valley NHS Trust

Address

Monkmoor Court

Commercial Road

Hereford

HR1 2BN

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Training

Training provider

RIVERSIDE TRAINING LIMITED

Contact

Andy Green

Andy.Green@riverside-training.co.uk

01432 359 244

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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