A great opportunity has arisen to join our busy Outpatients Appointments Booking Team at our King George Hospital site as an Apprentice Appointments and ERS Administrator.
The Apprentice Appointments and ERS Administrator is the point of contact for patients to book and change appointments and answer queries from patients with regards to their hospital appointment.
You should be conscientious, have excellent communication and people skills. You would be expected to deliver a high level of support to patients ensuring a good patient experience.
Alongside the role you will complete the Level 2 Customer Service Practitioner apprenticeship . If you already hold a customer service qualification at level 2 or above, then you are not eligible to apply for this post.
Please read the advert and Job Description carefully before applying, ensuring that you clearly demonstrate how you meet the criteria in the person specification.
To be eligible for an Apprenticeship you must meet the following criteria:
Be 16 years old or over
Have the right to work in the UK with a visa that covers the duration of the apprenticeship programme
Have been ordinarily resident in the UK for the past 3 years
We welcome applications from those with lived experience of the care system.
The purpose of the Apprentice Appointments and ERS Administrator is to be the point of contact for patients to book and change appointments and answer queries from patients with regards to their hospital appointment. They are responsible for the management of patient appointments and should be proficient in the use of the hospital booking systems including ERS and Careflow and be prepared to be trained in all future technology.
The post holder should ensure ERS referrals and internal referrals are processed appropriately and manage and escalate the appointment slot issues (ASI’s) generated through the E-Referral system to your Team Leader. They should also address and action appointment changes and requests made by the patient using the appointments phone line, the email service ‘My Appointment’ or the Envoy text messaging service.
The Appointments and ERS Administrator should support the services and Team Lead’s with adjustments to Outpatient clinics on the local Careflow system including the cancellation, reduction, reinstating and/or re-profiling of clinics.
All new and follow up appointments should be processed according to the Trust policies and department procedures.
We’re an organisation that is getting better and better and our improvements are driven by a determination to deliver care we’re proud of and our patients are happy with.
They are benefitting from a new electronic patient record (we were the last acute trust in London to introduce one) and our maternity services have been rated good by the Care Quality Commission.
We operate from two main sites – KGH in Goodmayes and Queen’s Hospital in Romford. We have two busy emergency departments with more than 346,000 people visiting them last year. We’re campaigning to secure the £35m we need to transform the A&E at Queen’s and get rid of corridor care.
We’re proud of our regional Neurosciences Centre, Radiotherapy Centre and Hyper Acute Stroke Unit. We’re also part of the North East London Cancer Alliance.
We run a Women’s Health Hub in Ilford; an Ageing Well Centre in Hornchurch; and Community Diagnostic Centres (CDC) at Barking Community Hospital and at St George’s Health and Wellbeing Hub. These CDCs are open 12 hours a day, 7 days a week.
The majority of our 8,400 staff – who come from 146 different countries - live in the three diverse London boroughs we serve and are from black, Asian and minority ethnic groups. Many can work flexibly and more than 400 of them are on our Ofsted accredited apprenticeship programmes. We’re proud to be a London Living Wage employer.
For further information on this role, please see the attached detailed Job Description and Person Specification.
The person specification listed below is not the full specification requirements for the role. Please ensure you review the full specification on the job description prior to submitting your application.
Applicants are advised to read all the information on the advert and the supporting information before completing and submitting an application. As you complete your application please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.
All new staff appointed at the Trust are subject to a probationary period.
Applications should be made online, however, queries regarding the application process, assistance with completion of the application form or if you require any adjustments (for applicants with a disability) please contact Louise Lucy Glavin, Recruitment Advisor, on 01708 435000 Ext. 5936. Further details regarding the post may be obtained by contacting the manager as per the contact details above.
