Patient Pathway Support / Business Admin Apprentice - Advanced (Level 3)

Croydon Health Services Nhs Trust Ta: University Hospital (Employer)

Croydon College (Training Provider)

Annual wage £18,005.00
35.0 hours per week Monday to Friday
18 months (duration)
14 February 2021(start date)
Business Administrator (apprenticeship standard)
29 January 2021 (application closing date)
Register interest

Job Description

The post holder will be responsible for delivering an effective and efficient support service to specialty Point of Delivery teams (POD), to assist in the provision of quality patient care. This will include general clerical and administrative duties that support the administrative elements of the entire patient pathway.


  • To be responsible for the timely processing and distribution of all incoming mail
  • Ensure all letters, faxes and documents received into the area of work from whatever source are date stamped upon arrival and processed according to the established Standard Operating procedures (SOPs)
  • Register and log all referrals coming into the department and processed according to SOPs
  • To support Patient Pathway Coordinators (PPCs) with printing documents from a variety of systems, including the medical transcription system
  • Check that all printed clinic and appointment letters are complete and accurately addressed, and escalate any that need correction to PPCs
  • Assist the Patient Pathway Coordinators and Assistant PPCs to ensure all healthcare notes and diagnostic results are available for each patient at the beginning of the clinic session
  • Ensure all relevant documents are filed either electronically or paper, in patients’ healthcare records according to Trust policy and local standards for turnaround time
  • Retrieve health records as requested by members of the team
  • Book and reschedule patient outpatient appointments as required
  • Review text reminder reports daily and undertake relevant actions regarding patient appointments
  • Respond to emails about appointment queries as directed
  • Assist with booking services for patients e.g. transport and Language Line
  • Deal with straightforward queries using Cerner and other systems available, escalating more complex queries to the PPC for investigation.
  • Deal with telephone queries promptly and efficiently
  • Ensure comprehensive information is captured when taking messages for other members of the team
  • Deal with complaints from patients, primary care and other staff, resolve where possible or refer onwards to senior members of the admin team
  • Collect data as required to assist with audits of service provision
  • Maintain databases and/or departmental spreadsheets
  • Ensure data quality and accuracy of any information entered into information systems is maintained
  • Ensure that all patients and colleagues are treated courteously at all times in line with customer care standards and Trust values
  • Maintain excellent communication between patients, nursing staff, clinicians and other members of administrative and multi-disciplinary team at all times
  • Ensure adequate stocks of stationery, supplies and forms are maintained and used cost effectively within the department, liaising as appropriate with the team leader when stocks need to be replenished
  • Participate proactively in projects and service improvements as required
  • Assist with induction programmes for new staff within department
  • To contribute to the production and updating of patient information and other useful resources
  • To present a professional image at all times to ensure that good communication and customer service is maintained with all patients and colleagues
  • To provide a customer focused service to patients
  1. To work within the relevant Professional Bodies Code of Professional Conduct and Scope of Professional Practice.
  2. Budget Holders are responsible for adherence to Standing Financial Instructions
  3. Managers are responsible for adherence of maintaining expenditure within budget and addressing deviations from budget
  4. To undertake such other duties as may be reasonably required from time to time as are consistent with the responsibilities of the post.

  5. NOTE:

  6. A child is someone under the age of 18 (this would include unborn children).
  7. A vulnerable adult is ‘someone who is or may be in need of community care services by reason of mental or other disability, age or illness; and who is or may be unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation’ (this includes carers)
  8. Copies of the Protocols and Procedures are available on the Trust Intranet under Child Protection. Staff are advised on how to access the appropriate contact numbers and the Protocols and Procedures when attending Safeguarding training. Updates and revisions are notified to all staff via ‘What’s New’.
  9. Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
  10. Ensure you are familiar and comply with the Croydon Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
  11. Ensure you are familiar and comply with local protocols and systems for information sharing.
  12. Know the appropriate contact numbers and required reporting lines.
  13. Participate in required training and supervision.
  14. Comply with required professional boundaries and codes of conduct

  16. To work in accordance with the Trust’s Values to consistently demonstrate the behaviours required
  17. The postholder is required to carry out his/her role in accordance with the organisation values, standards and behaviours, in a Professional, Compassionate, Respectful and Safe way
  18. To ensure that Croydon Health Services Trust’s policies and procedures are adhered to
  19. To have responsibility for the Health, Safety and Welfare of self and others and to comply at all times with the requirements of the Health and Safety Regulations and the Trust’s Health and Safety policies and procedures
  20. To ensure confidentiality at all times, only releasing confidential information obtained during the
  21. course of employment to those acting in an official capacity in accordance with the provisions of the
  22. Data Protection Act and its amendments.
  23. 5. To work in accordance with the Trust’s policies to eliminate unlawful discrimination and promote equality and diversity in the workplace. To positively promote at all times equality of opportunity in service delivery and employment in accordance with Trust policies, regardless of age, disability, race, nationality, ethnic or national origin, gender, religion, belief, sexual orientation or domestic circumstances
  24. To adhere to the Trust Infection Control Policy, procedures and guidelines, and in particular practice strict hand hygiene at all times while carrying out clinical duties, in line with the responsibilities placed on employees by the Health Act 2006: Code of Practice for the prevention and control of healthcare associated infections (HCAIs). The prevention and control of HCAIs must be embedded into everyday clinical practice and applied consistently
  25. All clinical staff hold responsibility for ensuring they have sound knowledge of standard infection control precautions and that no omission on their part or within the sphere of their responsibility is detrimental to the interests or safety of their patients, visitors and colleagues. Clinical staff must keep their infection control knowledge and skills up to date by attending the Trust’s mandatory infection control training, a record of which will be kept, and information provided to line managers as required
  26. To comply with the Trust’s Safeguarding Children and Vulnerable Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:

  28. Ensure that Health Records movements are tracked at all times, and that annotations are made on Cerner where applicable, to enable full traceability and availability
  29. All Health Records are stored and processed in accordance with Trust guidelines and meets Information Governance standards
  30. Request Health Records as required by members of the team
  31. Ensure that all “medical/clinical notes” and correspondence are completed accordingly, merged and filed on Health Records before being forwarded to the next area, or being returned to the Health Records Library
  32. Provide full support to other members of staff in locating Health Records
  33. RECEPTION DUTIES – applicable to relevant POD's

  34. Ensure all case notes are present and accurately prepared for each clinic
  35. Ensure missing notes are case notes are highlighted Health Records department prior to clinic sessions
  36. Ensure case notes are delivered to reception in time for each clinic session, according to SOPs
  37. Promote a high level of customer care when dealing with the public face to face and on the telephone
  38. Ensure clinic lists are available to clinic nursing staff
  39. Inform patients of clinic delays at point of attendance
  40. Take responsibility of ensuring all patients are checked in and out of the department accurately using Cerner
  41. Be responsible for accurate data collection/data entry onto Cerner for clinic attendances, RTTcodes, HRG coding and any other data collection requirements as necessary
  42. Book follow up appointments into appropriate clinic sessions according to timescales in SOP
  43. Liaise with various departments to ensure transport, porters and interpreters are appropriately booked for clinic attendances
  44. DNAs – support reception staff with rebooking, and ensuring correspondence is sent to GPs etc. where necessary
  45. Liaise with cancer office when urgent suspected cancer patients have a DNA recorded

Future Prospects

Possibility of full-time employment after successful completion.

Reality Check

Please attach an updated version of your CV and include a cover letter

Skills Required

  • Evidence of on-going continuous personal development (CPD) and training
  • Experience of working in a healthcare environment
  • Experience of customer service in a multi-cultural environment
  • Knowledge and understanding of the importance of equal opportunities
  • Demonstrates understanding of importance of maintaining privacy and dignity
  • Experience of prioritising own workload in a highly pressurised working environment
  • Working knowledge of healthcare-based IT systems
  • Knowledge of NHS targets.
  • Knowledge of appointment booking systems e.g. PAS / e- Referral Service
  • Awareness of patient pathways
  • Understanding of medical terminology
  • Able to communicate accurately and effectively with patients and colleagues, verbally and in writing
  • Excellent organisational skills

Qualities Required

  • Ability to successfully manage and resolve difficult situations
  • Ability to build strong relationships with colleagues at all levels
  • Able to follow instructions and complete assigned tasks
  • Able to deal with the public in person and on the phone
  • Able to support and reassure patients/carers in distress
  • Understands importance of maintaining confidentiality
  • High degree of accuracy and attention to detail
  • Ability to work alone and part of a team
  • Ability to solve problems
  • Flexible approach to shift patterns

Qualifications Required

  • Educated to GCSE / O’ level or equivalent, including Grade C/4 or higher in English and maths
  • NVQ Level 2 or equivalent

Training Provided

Business administrator Level 3

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