Customer Care Practitioner Apprentice.

The post holder will be working as an administrator working within our Care Coordination Centre (CCC) whilst completing their apprenticeship. The CCC is the main administrative hub for Bromley Healthcare and so apprentices will be taking calls from patients and health care professionals, processing referrals, answering emails and completing other adhoc administration tasks.

Vacancy Information

Vacancy Overview

About the Employer:

Bromley Healthcare is a community interest company providing a wide range of services including community nursing services such as district nursing, health visiting to specialist nurses, as well as therapy services for children, young people and adults. Being born from NHS Bromley’s community provider unit we have been providing community services to the people of Bromley for many years and we have a wealth of experience.

Bromley Healthcare is a great place to work. The unique way we deliver services and offer everyone who works here a voice, means that your career with us will be rewarding. Social Enterprises are a fairly new and exciting way to deliver healthcare, offering many of the traditional advantages of the NHS (such as excellent training and development) with the freedom for innovation by being able to reinvest any surpluses we make into the community.

Training to be provided:

EMIS (patient record) system

Mandatory training – Information Governance/Safeguarding/Health and Safety/Fire Safety/Conflict Resolution.

Full Description of vacancy:

Call Handling

  • Call handling within the CCC, including but not limited to:
  • Answering the main telephone number and processing of voicemails
  • Conducting call and text reminders for future appointments as per service specification. Updating all records accurately and fully.
  • Contacting staff for urgent referrals or messages, following service procedures.

Administration
Administration within the CCC, including but not limited to:

  • Processing of all referrals in line with SOPs
  • Re-booking, confirming and changing patient appointments in line with the service specifications detailed in the Standard Operating Procedure.
  • Monitoring clinic appointments and replacing cancelled appointments with patients who have been contacted and brought forward.
  • Assisting with the collection of data as required by the service
  • Producing and reviewing letters, using templates, for external audiences.
  • Undertaking general administrative duties including, data inputting, filing, photocopying and faxing.
  • Ensuring all confidential information is securely locked away of the end of each day
  • Inputting data accurately and using EMIS clinical system in line with BHC Policies
  • Effectively administering caseload management for services in line with administrative procedures
  • Ensuring a personal understanding of care pathways and points of access for Health Care Professionals
  • Compiling stock

Communication

Communication, including but not limited to:

  • Sharing information, as required, with staff based both within the service base and aligned locations. This may be carried out by telephone, email or hard copy.

Other

  • The post holder may be required to work across Bromley Healthcare clinic bases.
  • Any other duties which may be requested by the line manager in order to facilitate the smooth running of the Reception and CCC team.
  • The post holder has a responsibility to safeguard children, young people and adults at risk and will be trained to the appropriate level as determined by the post.
  • The post holder is expected to demonstrate the values of Bromley Healthcare including
  • Constantly improve our services
  • Treat others as we would like to be treated
  • Hit our Targets
  • The post holder is expected to work within the requirements of the 6 C’s – Care, Compassion, Competence, Communication, Courage and Commitment
  • The post holder is expected to comply with all Bromley Healthcare’s relevant policies, procedures and guidelines; including the appropriate code(s) of conduct associated with this post
  • The job description reflects the immediate requirements and objectives of the post. This is not an exhaustive list of duties and responsibilities and the post holder will be required to undertake other duties which fall within the grade of the job, as directed by the line manager. This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.

Essential Skills:

  • A good command of English language, both written and verbal
  • Basic keyboard skills
  • Good interpersonal skills
  • Demonstrates an understanding of the importance of confidentiality in healthcare.
  • Basic Knowledge of MS Office.

Essential Personal Qualities:

  • Ability and willingness to complete the Customer Care Practitioner Apprenticeship (level 2)
  • Enthusiastic manner with a strong work ethic and interest in healthcare
  • Understands the need to treat others fairly, equally and with respect
  • Understands the importance of being punctual and reliable
  • Ability to work cooperatively as a team member
  • Ability to remain calm when faced with challenges
Salary

£17k per annum.

Working week

37.5 hours Working pattern initially 9am-5pm Monday to Friday with 30 min lunch. Working hours may then change to a roster pattern including working 1 weekend in 6 and the occasional late shift working to 7pm.

Employer

Bromley Healthcare CIC- Central Court 1b Knoll Rise Orpington Kent BR6 0DA

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