Apprentice Ward Receptionist/Clerical Admin | North Bristol NHS Trust
| Posting date: | 29 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £22,383 unsociable hours enhancements |
| Hours: | Part time |
| Closing date: | 29 May 2024 |
| Location: | Bristol, BS10 5NB |
| Company: | North Bristol NHS |
| Job type: | Apprenticeship |
| Job reference: | 6220928/339-BKS4534 |
Summary
We are looking for an friendly and enthusiastic receptionists to join the maternity team at Southmead Hospital. You will be joining the team as an apprentice, you will be involved in a wide range of customer service activities, supporting staff and colleagues in the running of the department.
As part of the team, you'll be the first contact for patients using our services and will provide a reception & telephone service for the ward.
With the opportunity to develop organisational skills through planning a workload and prioritising needs and also contribute to a learning environment.
What you will be doing on your Customer Service Practitioner Apprenticeship:
Joining the team as an apprentice, you will be involved in a wide range of customer service activities, supporting staff and colleagues in the running of the department.
You will continuously learn and develop your skills by:
• Being the first point of contact for customers dealing with a wide variety of queries including training compliance queries and arranging employment inductions.
• Keeping our staff & colleagues up to date with information relating to queries, this could include outbound calls, emails, video calls or instant messaging.
• Dealing with customer feedback/complaints and directing to the appropriate team members to resolve
• Be expected to complete required assignments set for the Customer Service Practitioner Level 2 apprenticeship standard.
The Customer Service Practitioner apprenticeship is a 12-15 month learning programme consisting of:
• 12-month training and support to develop the knowledge, skills, and behaviours to gain a Level 2 Customer Service Practitioner qualification.
• Monthly assignments, skills assessments and 1:1 support with a dedicated tutor/assessor
• Workplace mentor to support you to put your learning into practice
• End Point Assessment delivered by Innovate Awarding – graded Pass or Distinction
• Potential for progression into a permanent role upon completion of your apprenticeship
Please note to be eligible for the apprenticeship you must be:
• Over the age of 16
• Have lived in the UK/EEA for the past 3 years
• Have the right to work and reside in the UK
• Hold GCSE Maths and English at minimum of Grade D/3 (I’ve added this grade because this is the equivalent of what they would need to enrol when they do their enrolment assessments, having this level brings security they can enrol)
Southmead Maternity Hospital supports approximately 6000 births each year. Providing support and guidance to patients and their families through their pregnancy and the postnatal period. The unit comprises o:
• Central Delivery Suite
• Mendip Birth Centre
• Antenatal Clinic
• Antenatal Ward/Induction of Labour Suite
• Triage
• Transitional Care
• Postnatal Ward
• Neonatal Intensive Care Unit
• To keep up-to-date with all relevant policies/ procedures and local guidelines ensuring that high standards are maintained.
• To welcome patients, relatives and visitors onto the ward and maintain the security and safety of patients at all times
• To provide a reception service to all who wish to enter the ward
• To admit and discharge patients on the computerised hospital system and ward admission book ensuring accurate patient details are recorded.
• To liaise with other members of the ward team as required.
• To take full responsibility for developing own practice.
• To attend personal performance reviews.
• To work as part of a ward team. (To include attending and participating in ward meetings as required)
• To plan own workload and prioritise need.
• Distributing notes following Trust protocols
• To sort and distribute incoming and outgoing mail for the ward.
• To provide a comprehensive telephone enquiry service for the clinical area referring to the Midwife in charge or ward Sister for advice as required
• Answering the telephone, taking and relaying messages to staff
• Updating patients results from clinical staff both internal and external i.e. Midwife, Consultant GP on hospital based computer systems
• Printing and photocopying for the ward
• Ordering and collecting stationary for the ward as and when required
• Laminating documents
• Arranging an interpreter for patients if required using the Hospitals interpreter service
• Responding to emails in line with Trust protocols and Data Protection Act
• Liaising with Midwives and/or MCA’s for patient discharge to ensure all patient database information is up to date and complete.
• Liaise with community midwifery, GP’s and internal departments/teams daily in relation to discharge information
• Creating new purchase orders on EROS on behalf of the ward
• Attending staff meetings and training as and when required
• Report building faults on behalf of the Midwife in Charge/Ward Sister through the Trust telephone and intranet system and relay messages to the ward Sister and/or staff on shift.
• Complete new request for works form to be signed off by ward manager
• Arrange deep cleans as required
• Directing onsite contractors to the correct area and/or to the ward Sister
• Assisting patients with ward information
• Collecting medication adhoc from the Pharmacy to prevent discharge delays during staff shortages i.e. in the absence of and MCA/Flow Midwife or Midwife
• To be aware of cost implications and make effective use of resources.
• To ensure that all issues of clinical governance are acted upon as per Trust policy.
• Print wristbands and stickers for patients as required.
• To organise appropriate transport enabling the safe transfer of patients and equipment to their destinations.
• Support to the clinical audit programme by recording information/statistics as required.
• Participate in holiday absence rota with other members of the reception team
• The post holder will be able to use the relevant computerised systems to ensure patients are appropriately admitted, transferred or discharged from the ward/area.
• To deal with patient property in accordance with Trust policy.
• To be aware of emergency procedures and always act in accordance with Trust procedure, protocols and guidelines.
• To assist in the training and support new ward receptionists to the Trust and orientate them into the post
• In the absence of Housekeepers/MCA’s assist the administrative aspect of the daily meal service
• In the event of the unit being in high escalation and/or has high staff absence, and there is no clinical staff to support the recording of staff sickness on the ward. You may be asked to support the recording of staff sickness in the electronic rostering system and put shifts out to bank. This must be authorised by a Ward Sister or Flow Midwife prior to accessing the system (see ward flow diagram).
• To take on other such reasonable non clinical duties as appropriate to the banding, as directed by the ward Sister.
• Request printing from print room when ward levels of stationery are low
This advert closes on Monday 13 May 2024