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Job Title : Patient Pathway Support / Business Admin Apprentice
Employer : Croydon University Hospital
Location : Croydon, CR7 7YE
Position Type : Apprenticeship
Sector : Business
Vacancy Reference : VAC-00732
Brief 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.


Qualifications Required : Educated to GCSE / O’ level or
equivalent, including Grade C or higher
in English and Maths

NVQ Level 2 or equivalent
Vacancy Detail : 1. To be responsible for the timely processing and distribution of all incoming mail
2. 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
3. Register and log all referrals coming into the department and processed according to SOPs
4. To support Patient Pathway Coordinators (PPCs) with printing documents from a variety of systems,
including the medical transcription system
5. 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
7. Ensure all relevant documents are filed either electronically or paper, in patients’ healthcare records
according to Trust policy and local standards for turnaround time
8. Retrieve health records as requested by members of the team
9. Book and reschedule patient outpatient appointments as required
10. Review text reminder reports daily and undertake relevant actions regarding patient appointments
11. Respond to emails about appointment queries as directed
12. Assist with booking services for patients e.g. transport and Language Line
13. Deal with straightforward queries using Cerner and other systems available, escalating more
complex queries to the PPC for investigation.
14. Deal with telephone queries promptly and efficiently
15. Ensure comprehensive information is captured when taking messages for other members of the
16. Deal with complaints from patients, primary care and other staff, resolve where possible or refer
onwards to senior members of the admin team
17. Collect data as required to assist with audits of service provision
18. Maintain databases and/or departmental spreadsheets
19. Ensure data quality and accuracy of any information entered into information systems is maintained
20. Ensure that all patients and colleagues are treated courteously at all times in line with customer care
standards and Trust values
21. Maintain excellent communication between patients, nursing staff, clinicians and other members of
administrative and multi-disciplinary team at all times
22. 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
23. Participate proactively in projects and service improvements as required
24. Assist with induction programmes for new staff within department
25. To contribute to the production and updating of patient information and other useful resources
26. To present a professional image at all times to ensure that good communication and customer
service is maintained with all patients and colleagues
27. To provide a customer focused service to patients
RECEPTION DUTIES – applicable to relevant PODs
28. Ensure all case notes are present and accurately prepared for each clinic
29. Ensure missing notes are case notes are highlighted Health Records department prior to clinic
30. Ensure casenotes are delivered to reception in time for each clinic session, according to SOPs
31. Promote a high level of customer care when dealing with the public face to face and on the
32. Ensure clinic lists are available to clinic nursing staff
33. Inform patients of clinic delays at point of attendance
34. Take responsibility of ensuring all patients are checked in and out of the department accurately
using Cerner
35. Be responsible for accurate data collection/data entry onto Cerner for clinic attendances, RTTcodes,
HRG coding and any other data collection requirements as necessary
36. Book follow up appointments into appropriate clinic sessions according to timescales in SOP
37. Liaise with various departments to ensure transport, porters and interpreters are appropriately
booked for clinic attendances
38. DNAs – support reception staff with rebooking, and ensuring correspondence is sent to GPs etc
where necessary
39. Liaise with cancer office when urgent suspected cancer patients have a DNA recorded
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
1. To work in accordance with the Trust’s Values to consistently demonstrate the behaviours required.
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.
2. To ensure that Croydon Health Services Trust’s policies and procedures are adhered to.
3. 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.
4. To ensure confidentiality at all times, only releasing confidential information obtained during the
course of employment to those acting in an official capacity in accordance with the provisions of the
Data Protection Act and its amendments.
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
6. 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.
7. 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.
8. To comply with the Trust’s Safe Guarding 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:
 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.
 Ensure you are familiar and comply with the Croydon Multi Agency Safeguarding Vulnerable
Adults Pan London Procedures.
 Ensure you are familiar and comply with local protocols and systems for information sharing.
 Know the appropriate contact numbers and required reporting lines.
 Participate in required training and supervision.
 Comply with required professional boundaries and codes of conduct

 A child is someone under the age of 18 (this would include unborn children).
 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
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. To work within the relevant Professional Bodies Code of Professional Conduct and Scope of
Professional Practice.
10. Budget Holders are responsible for adherence to Standing Financial Instructions
11. Managers are responsible for adherence of maintaining expenditure within budget and addressing
deviations from budget
12. To undertake such other duties as may be reasonably required from time to time as are consistent with
the responsibilities of the post.

Number of Positions Available : 1
Working Week : Monday to Friday
Salary : £ 18,005.00 (Annually)
Application Deadline Date : 05/04/2021
Possible Start Date : 12/04/2021
Personal Qualities : Excellent organisational skills
Ability to successfully manage and resolve difficult situations
Ability to build strong relationships with colleagues at all levels
Able to communicate accurately and
effectively with patients and colleagues,
verbally and in writing
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
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
Future Prospects : possibility of full time employment after successful completion
Training to be Provided : Apprenticeship Standard including End point assessment and Functional Skills in Maths and English
Other Information : please attach an updated version of your CV and include a cover letter.
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