Band 3 Outpatient Receptionist & Administrator- Apprenticeship
The Royal Marsden NHS Foundation Trust
London (SW3 6JJ)
Closes in 6 days (Tuesday 16 September 2025 at 11:59pm)
Posted on 10 September 2025
Contents
Summary
The Outpatient & RDAC Receptionist/Administrator Apprentice will support a busy cancer care reception, welcoming patients, managing bookings via Epic, and handling enquiries with empathy and professionalism. Strong communication, multitasking, and prioritisation skills are essential in this fast-paced, emotionally sensitive environment.
- Wage
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£24,625 a year
Check minimum wage rates (opens in new tab)
NHS Band 3 Pay £ 24,625 + HCA
- Training course
- Business administrator (level 3)
- Hours
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There will be a requirement to work shift patterns between the operating hours of 08:00 - 20:00, Monday to Friday.
This is a full time on site role. No remote or hybrid working can be accommodated.
37 hours 30 minutes a week
- Start date
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Friday 10 October 2025
- Duration
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1 year 6 months
- Positions available
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1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Key Areas of Responsibility
To be carried out under the guidance of the shift co-ordinator.
Reception Duties
- Rotate between reception and phone duties to ensure full daily cover.
- Communicate regularly with patients about waiting times.
- Deliver a patient-focused, polite, and friendly reception service.
- Provide and receive sensitive information with tact and empathy.
- Check in patients, verify and update demographic details using the National Spine.
- Ensure all patients are checked in/out or appropriately marked (DNA/cancelled) post-clinic.
- Assist walk-in patients with outpatient queries and registration updates.
- Monitor and communicate delays using electronic notice boards and tannoy systems.
- Maintain tidy and informative reception areas.
- Escort patients to clinical areas when needed.
- Support self-check-in kiosk usage and escalate technical issues.
- Identify and isolate potentially infectious patients, alerting clinical teams.
- Provide validated documentation for Healthcare Travel Cost Scheme (HCAS).
- Enter parking exemption details for eligible patients.
- Ensure patient areas are clean and stocked with necessary products.
- Communicate complex scheduling processes to other departments (e.g., overbooking procedures).
Clinic Coordination
- Allocate patients to clinic rooms to support flow and efficiency.
- Assist clinical and multidisciplinary teams with in-clinic admin tasks.
- Record patient status during clinics.
- Liaise with nursing staff regarding patient needs (e.g., injections, dressings).
Rapid Diagnostic Centre (RDC) Specific
- Liaise with diagnostic imaging staff to coordinate services.
- Communicate with patients about appointments and manage expectations.
- Coordinate with RDAC senior staff for non-standard investigations.
- Reschedule delayed or cancelled scans.
- Book scans using the Radiology Soliton system.
- Manage private patient records in line with consultant and Trust procedures.
- Scan Breast Questionnaires before clinical consultations.
Communication & Scheduling
- Answer calls from patients and staff in a friendly, helpful manner.
- Redirect non-Outpatient calls appropriately.
- Assist patients with booking appointments per Outpatient Booking Policy.
- Guide patients, carers, and relatives on scheduling and clinic details.
- Liaise with clinical staff to manage overbookings.
- Support the Outreach Urology Clinic at Croydon University Hospital (Sutton only).
- Book appointments via Epic for departmental clinics.
- Rearrange appointments as requested and notify patients verbally or in writing.
- Send follow-up appointment letters via post or MyMarsden.
- Update appointment statuses daily (DNA, cancelled, changed) per Trust policy.
- Annotate Epic with clinic reductions/cancellations for shared visibility.
- Scan and record important clinic documents accurately.
- Communicate effectively with PALS when needed.
- Liaise with site Security during incidents or departmental concerns.
- Monitor and respond to shared inbox queries promptly.
- Prioritise and pass on urgent messages to relevant
Where you'll work
Fulham Road
London
SW3 6JJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
PMA LTD
Training course
Business administrator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
- Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
- Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
- Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
- Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
- Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
- Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
- Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Training schedule
Requirements
Essential qualifications
GCSE in:
Desirable qualifications
Other in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
Experience of working as part of a team in a customer focused setting. Experience of working as part of a diverse team and contributing to an inclusive workplace culture Previous experience of working in a Healthcare or outpatient setting. Job related skills • Polite and informative telephone etiquette • Understanding of how to provide excellent customer service. • Experience in an administrative role • Analyses information to resolve problems • Patient focused approach • Knowledge of computerised patient administration system. (epic) • Good interpersonal and verbal communication skills – Ability to give and receive complex and sensitive information • Good keyboard & computer /IT skills • Good organisational skills • Self-motivated • Experience in an administrative or customer care role • Ability to work independently • Ability to work in a busy environment and under pressure •Ability to effectively manage time • Diligent, reliable and adaptable • Use of empathy and emotional intelligence when dealing with difficult situations. • Excellent judgement and problem solving skills • Planning, organisational and coordination skills • Knowledge of administration procedures and practice
About this employer
The Royal Marsden NHS Trust is the largest comprehensive cancer centre in Europe with a national and international reputation for high quality patient care, research & development and education. It is situated on 3 sites; two in Central London and one at Sutton in Surrey.
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
TBC.
Ask a question
The contact for this apprenticeship is:
PMA LTD
The reference code for this apprenticeship is VAC1000341405.
Apply now
Closes in 6 days (Tuesday 16 September 2025 at 11:59pm)
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