Outpatient Receptionist Apprentice

West Hertfordshire Hospitals NHS Trust

Hemel Hempstead, Hertfordshire, St. Albans

Closes in 28 days (Friday 28 August 2026 at 11:59pm)

Posted on 30 July 2026

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Summary

To provide a first-class reception service to patients attending Outpatient services at the Trust, contributing to the overall efficient and effective running of all designated clinics. Greet patients attending the Outpatient department in a warm and friendly manner and act as the first physical point of contact.

• Wage:

  £26,618 a year

  Minimum wage rates (opens in new tab)

  Pay range of Band 2 £26,618 to Band 3 £28,850 including the High Cost Area amount which is 5%.

• Training course: Business administrator (level 3)
• Hours: Monday to Friday, 08:30 to 17:00 x 5 days.

  37 hours 30 minutes a week

• Start date:

  Tuesday 1 September 2026

• Duration:

  1 year 3 months

• Positions available:

  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

• Support patients to use digital self check-in and appointment system, either physically or remotely
• Assisting patients with additional needs, including those with limited digital skills
• Ensure an effective and efficient reception service is provided to patients accessing the Outpatient department
• Monitoring check-in systems to ensure patients are recorded accurately
• Maintaining and updating patient records on the Patient Administration System (PAS/Cerner), ensuring demographic and GP information is correct
• Accurate data capture is essential to ensure patients and GPs receive correct communications, reducing the risk of missed or delayed care
• Coordinating patient flow and supporting clinic efficiency
• Signpost and direct patients attending Outpatient appointments and also patients who may not have attended the correct area in the hospital
• Liaising with clinical teams to minimise delays and support service delivery
• Being responsible for opening and locking up premises and maintaining security in line with Trust Policy
• Ensuring booking of appointments are completed based according to clinical urgency, clinician direction, and RTT targets
• Booking from Cerner Requests lists and following Trust agreed admin workflows for DNA rescheduling
• Monitoring the check out status of patients at the end of clinics
• Escalating any un-outcomed patients to both service managers and the management team within the Booking and Request List team
• Actively meeting any KPI’s and targets set by the Booking and Request List management team
• Ensuring correct use of Cerner Request lists to help monitor and manage unbooked appointments or requests to cancel or reschedule appointments
• Supporting the training of all new Reception staff with support from the Receptionist Supervisors
• Identifying unutilised clinic capacity and escalating this to the reception Supervisors and Booking and Request list Coordinator
• Escalating lack of clinic capacity issues to management team
• Providing a professional and welcoming appearance for patients at reception by adhering to the Outpatients Uniform Policy
• Utilise current EPR PAS system along with any future digital solutions and service developments introduced within the department
• Taking personal responsibility for keeping up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trust’s Patient Access Policy
• Attending additional training as required by the Booking and Request List management team. When required and as agreed by the Reception Supervisors or Bookings Manager to work outside of normal working hours; this will be only to cover and meet the needs of the department
• There will be a considerable amount of liaison with all members of staff within the hospitals as well as contact with the general public, it is therefore essential that individuals adopt a courteous, friendly and professional manner at all times
• Participating in mandatory training and induction programmes as well as staff appraisal and objective setting
• Any other administrative duties that Senior management deem appropriate

Where you'll work

You can select which locations you want to apply for in your application on Find an apprenticeship.

This apprenticeship is available in these locations:

• Hillfield Road, Hemel Hempstead, HP2 4AD
• Vicarage Road, Watford, Hertfordshire, WD18 0HB
• Waverley Road, St. Albans, AL3 5PN
• Civic Centre, St. Peters Street, St. Albans, AL1 3JE

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

ISALES ACADEMY LIMITED

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

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation:

Isales Academy Limited

Your training course:

• Business Administrator
• Equal to Level 3 (A level)

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Maths (grade 4)

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
• Administrative skills
• Logical
• Team working
• Initiative
• Patience

Other requirements

Standard DBS Clearance check will be required.

Travel to other NHS sites may be required. Therefore, the successful candidate must have a clean driving licence and access to their own vehicle.

All appointments are conditional upon prior health clearance. 

Work Visa/Permits/ Leave to Remain:-

If you are a non-resident of the UK or EEA you are required to have a valid work visa and leave to remain in the UK, which is renewed as required.  The Trust is unable to employ or continue to employ you if you require but do not have a valid work visa and/or leave to remain in the UK.

About this employer

The NHS Trust are surrounded by talented, committed and compassionate colleagues who strive every day to provide excellent care to the patients we serve.

http://www.westhertshospitals.nhs.uk (opens in new tab)

Company benefits

Various Eligible Discounts, NHS Pension, Long Service Awards & Staff Recognition.

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

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Possible opportunities may be available within the NHS Trust upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

ISALES ACADEMY LIMITED

The reference code for this apprenticeship is VAC2000044667.

Apply now

Closes in 28 days (Friday 28 August 2026 at 11:59pm)