DBTH Apprenticeship: Customer Service Practitioner Apprentice

Join Team DBTH and kick-start your career within the NHS.

  • Contract – Fixed-term: 15 months
  • Hours – Full time – 37.5 hours per week (Monday to Friday, 8/9am to 4/5pm)
  • Site – Doncaster Royal Infirmary
  • Salary – £9,405 Pro Rata Per Annum
  • Closing – 1/09/2022 23:59
  • Apply here

We are looking for an enthusiastic and motivated individual, who are interested in a customer service role initially within the Medical Records Department and then after approx. 7 months transfer to the Booking/Reception and Admission teams, primarily based at Doncaster Royal Infirmary but will need to visit other sites to gain an all round experience.

Main duties of the job

There will be an expectation for the successful candidate to be flexible to work across sites.

Apprenticeship Programme Requirements:
• You are aged 16+
• Have lived within the EU/EEA for 3 or more years
• You must not be in any form of formal government funded education
• GCSE grades A-D (9 – 3) in English and Maths or equivalent

You will be employed on a 15 months fixed term contract employed as an apprentice working 37.5 hours per week.

As an employee we will help to support you in obtaining an approved apprenticeship standard. We will be committed to ensuring that a structured plan is in place to support and enable you to take 20% of your working hours away from your general duties per week in order to complete the programme.

The role will include a mixture of administration duties working within the department you are allocated in: communication with people on the telephone and in person, assisting with record keeping (paper and electronic),  use of photocopier, PC, telephone, and filing systems.

Working for our organisation

You will join a large, reactive, hardworking team that thrives on providing an excellent support service in respect of patient care.

You will benefit from a flexible working pattern, working alongside likeminded people who strive to make each day an enjoyable experience.

Due to the nature of the work and the volume of records required to be processed this can sometimes be a challenging environment and physically demanding.

The teams are involved by the use of Visual Staff Boards in any major changes to work processes.

The management and supervisors are hands on operational team who maintain openness and transparency.

Detailed job description and main responsibilities

The apprenticeship scheme is run in partnership with Doncaster College, delivered on site at The Doncaster & Bassetlaw Teaching Hospitals NHS Trust, to ensure that you are supported through a high quality training programme; you will be required to undertake the Customer Service Practitioner Intermediate Apprenticeship Level 2, this would include:

As an apprentice you will be supported with the following:

  • Attendance at college/study sessions as required
  • Work with an assessor/mentor to develop a work based portfolio
  • Undertaking work based assessments
  • Completing assignments/projects relating to their apprenticeship framework
  • Presenting evidence portfolios for assessment within specific time frameworks


  • Ensuring patients casenotes are available at the point of care
  • Pull and file medical records, using Terminal Digit Filing and location based filing systems; record casenote transfers on iFIT
  • Responsible for locating, preparing (to a required standard) and delivering of casenotes for outpatient clinics according to departmental guidelines
  • Merge and amalgamate casenotes to ensure the correct/relevant volume is available at the point of care
  • Liaise with other departments, hospitals, GP Practices and external companies as necessary, particularly in respect of ensuring that data on Trust computer systems is correct
  • Responsible for ensuring casenotes are tagged and associated correctly and correcting any errors
  • Have involvement towards the culling of casenotes in line with the Retention Policy


  • Liaise as appropriate with clinicians and clinical administration teams to ensure correct recording of patient pathways
  • Provide an outpatient/inpatient booking service, using PTLs and agreed processes to ensure effective use of clinic/theatre capacity in accordance with national/local/clinically instructed waiting times
  • Using Patient Target Lists (PTLs), proactively monitor waiting lists to ensure patients are appointed in line with clinical instruction/national/local waiting times, escalating where capacity does not allow
  • Allow early opportunity to escalate capacity issues in accordance with SOP
  • Work closely with colleagues from the cancer performance team, to ensure patients are managed through the pathway in line with the prescribed time scales. Escalating issues to the team leader necessary.
  • Ensure appropriate administrative actions for activity outcomes in line with clinical instructions and SOPs; this includes accurate recording of Referral to Treatment (RTT) codes and system discharges
  • Provide a professional, sensitive and courteous central call service for appointment and pathway enquiries, acting in line with policy and associated SOPs
  • To schedule appointments in line with clinical instructions and SOPs, liaising with other members of clinical administration teams such as clinical areas and the booking team where appropriate.
  • Arrange patient transport and interpreters for outpatient appointments where appropriate.
  • Process all referrals received in accordance with Trust referral management guidelines/SOP
  • Respond to appointment queries in a timely manner in line with local agreed methods.
  • Act as the communication hub for elective patient queries ensuring a high quality and professional service.


  • To provide a warm and welcoming Reception Service, meeting and greeting all visitors to the department, providing advice and guidance as required.
  • Ensure appropriate administrative actions for clinic outcomes in line with clinical instructions and SOP’s; this includes the accurate recording of Referral to Treatment (RTT) codes.
  • Use the appropriate system for tracing, and requesting case notes, ensuring they are prepared and available for patient arrival, and subsequently filing patient results and paperwork correctly.
  • Liaise with medical records team and other areas, in line with policy/SOP for missing case notes, following agreed escalation process
  • Schedule appointments in line with clinical instruction and SOPs, liaising with other members of clinical administration teams where appropriate
  • Communicate with patients/carers regarding appointments and waiting times, and effectively deal with enquiries where there may be barriers to understanding.
  • Change or cancel appointments at the request of the patient or manager highlighting where pathway timeframes may be compromised
  • Answer telephone queries, take messages, direct where appropriate; provide assistance directing visitors to the appropriate locations.
  • Arrange patient transport and interpreters for outpatient appointments where appropriate.
  • Liaising with clinical admin teams, GP surgeries, other hospital departments and other Trusts, providing accurate and precise information and ensuring the accuracy of data is maintained on all relevant computer systems

Person specification


Essential criteria
  • GCSE English A* – D or 9 – 4 or equivalent
  • GCSE Maths A* – D or 9 – 4 or equivalent


Essential criteria
  • Excellent keyboard skills
  • Have had some work experience; paid, unpaid, voluntary, school work experience placement


Essential criteria
  • Ability to follow both verbal and written instructions
  • Demonstrate positive attitudes and behaviours, dealing with people, problems and situations with honesty and integrity, respecting diversity