Apprentice Team Administrator
Job summary
The Apprentice Team Administrator supports the Paediatric Nutrition & Dietetics Service by providing a comprehensive administrative service to clinicians, patients, families and associated healthcare professionals. The post holder will undertake a Level 3 Business Administration Apprenticeship and develop the knowledge and skills required to provide effective administrative support within a busy healthcare environment.
Main duties of the job
Working as part of a supportive multidisciplinary team, the post holder will manage routine administrative processes, patient communications, appointment administration and data entry activities. The role requires excellent organisational, communication and IT skills, together with the ability to work accurately, prioritise workload, maintain confidentiality and deliver a professional service to patients, carers and colleagues.
You will work four days a week - to be discussed at interview.
About us
Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations, operating from three main sites at Southmead, Bristol city centre and Weston.
With an annual turnover of 2.6 billion, we are now one of the largest NHS trusts in the United Kingdom.
Chaired by Ingrid Barker and led by Maria Kane as Chief Executive, Bristol NHS Foundation Trust aims to transform the way healthcare is delivered locally with a clear focus on making a difference for what we call our Four Ps:
- Better outcomes for our Patients
- More opportunities for our People
- Fairer more consistent care for our Population
- Best Value for Public Purse
Our vision for five years from now:
- Patients will wait less time to be diagnosed and treated, and they will have the same high-quality experience and outcomes, regardless of who they are or where they live.
- We will meet rising demand by maximising the use of our available resources.
- More care will be delivered nearer to patients, in their homes or the community.
- Digital technologies will have transformed the way we work and the way we deliver care.
- Our people will feel engaged, energised and empowered by their work.
- We will be known as a place where people enjoy working, training and building a career.
- Our volume of globally renowned research and innovation will have grown significantly.
- We will contribute to system financial balance
Job description
Job responsibilities
Interpersonal and communication skills
Communicate professionally and courteously with patients, parents, carers, clinicians and other healthcare professionals by telephone, email and written correspondence.
Act as a first point of contact for enquiries, ensuring messages are accurately recorded and passed to the appropriate member of staff.
Provide information regarding appointments, cancellations and changes in a clear and sensitive manner.
Demonstrate empathy and resilience when dealing with distressed or anxious patients and relatives.
Maintain effective communication within the Dietetics Department and with partner services across the Trust.
Professional knowledge and expertise
Undertake and successfully complete the Level 3 Business Administration Apprenticeship.
Develop knowledge of Trust policies, administrative procedures and patient information systems.
Maintain confidentiality and comply with Data Protection legislation, Information Governance requirements and Trust policies.
Understand and follow departmental processes relating to appointment booking, waiting lists and patient administration.
Problem-solving and decision-making
Resolve routine administrative queries within own sphere of competence.
Escalate patient concerns, complex enquiries and service issues to senior administrative or clinical staff as appropriate.
Identify discrepancies in patient information and take appropriate action to ensure records are accurate and complete.
Exercise judgement when prioritising competing administrative tasks and deadlines.
Planning and coordination
Maintain waiting lists and ensure all associated administrative procedures are completed accurately.
Organise workload effectively to meet departmental deadlines and service requirements.
Attend meetings, training sessions and apprenticeship activities as required.
Assist with annual leave and sickness cover arrangements within the administrative team.
Practical and technical skills
Use Trust electronic systems to create correspondence, text reminders, appointments and patient records.
Accurately input and maintain patient information on computerised databases.
Use Microsoft Office applications including Outlook, Word and calendars.
Undertake routine office duties including scanning, photocopying, laminating and document management
Patient care and support
Provide indirect patient support through the efficient administration of clinic and patient communications.
Ensure patients and families receive timely information regarding clinic letter and service changes.
Support implementation of departmental procedures relating to patients who do not attend appointments (DNA).
Maintain accurate patient records to support safe and effective care delivery.
Service development and improvement
Contribute to departmental audit activities as requested.
Support implementation of departmental and Trust administrative procedures.
Identify opportunities to improve administrative processes and share suggestions with line management.
Participate in training and development activities that support service improvement.
Finance and resource management
Maintain stocks of diet sheets, patient information leaflets and other departmental resources.
Ensure economical and appropriate use of office equipment and supplies.
Handle Trust resources responsibly and report stock shortages or equipment issues as required.
Leadership and team management
Maintain stocks of diet sheets, patient information leaflets and other departmental resources.
Ensure economical and appropriate use of office equipment and supplies.
Handle Trust resources responsibly and report stock shortages or equipment issues as required.
Information and data management
Accurately record, update and maintain patient and service information on Trust systems.
Generate correspondence and administrative documentation using approved systems.
Ensure secure handling, storage and disposal of confidential information.
Monitor departmental email inboxes and action information appropriately.
Innovation and continuous improvement
Support departmental audit and quality improvement activities.
Contribute ideas to improve administrative efficiency and patient experience.
Develop administrative knowledge and skills through apprenticeship learning and workplace experience.
Autonomy and decision authority
Work independently within established policies, procedures and protocols.
Use initiative to manage day-to-day workload and prioritise competing demands.
Seek guidance and escalate matters beyond own authority to senior staff.
Remain accountable for the quality and accuracy of personal work.
Physical demands
Frequent use of computer systems and keyboards for prolonged periods.
Undertake general office activities including filing, scanning, photocopying and document handling.
Occasional movement of office supplies and records within the department.
Cognitive demands
Maintain concentration while processing patient information and administrative records.
Manage interruptions from telephone calls, emails and patient enquiries while maintaining accuracy.
Prioritise workload in a busy environment with competing deadlines and changing demands.
Emotional resilience
Manage occasional exposure to distressed, anxious or upset patients and relatives.
Remain professional and supportive when handling sensitive patient-related enquiries.
Work effectively in a busy and sometimes demanding environment.
Work environment
Predominantly office-based role within a healthcare environment.
Occasional exposure to patient-facing and clinical areas.
Occasional exposure to challenging behaviours or emotional situations through contact with patients and families.
Required to work in accordance with Trust health, safety and infection prevention policies.
Person Specification
Education and qualifications
- GCSE English Language grade C / 4 or above (or equivalent)
- GCSE Maths Grade C / 4 or above (or equivalent)
- Willingness to undertake Level 3 Business Administration Apprenticeship
Knowledge, skills and abilities
- Effective communication skills with patients relatives and staff
- Polite and professional telephone manner
- Good organisation and time management skills
- Ability to work under pressure while maintaining accuracy
- Ability to work independently and as part of a team
- Good IT skills including Microsoft Office applications
- Knowledge of NHS administrative systems and procedures
Experience
- Experience dealing with members of the public by telephone and in person
- Experience working in an administrative environment
- Previous NHS experience
- Basic clerical experience
Personal Qualities
- Flexible and adaptable approach to work
- Commitment to learning and development
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Bristol NHS Foundation Trust
Address
Bristol Royal Hospital for Children
Upper Maudlin Street
BRISTOL
BS2 8BJ
United Kingdom
Employer's website
https://www.uhbw.nhs.uk/