DBTH apprenticeships: Customer Service Practitioner

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

Records

• 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

Booking

• 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.

Reception

• 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