Customer Service Practitioner Apprentice

Job overview

We are looking for an enthusiastic and motivated individual, who are interested in a customer service role initially within the Medical Records Department and then after approx. 7 months transfer to the Booking/Reception and Admission teams, primarily based at Doncaster Royal Infirmary but will need to visit other sites to gain an all round experience.

There will be an expectation for the successful candidate to be flexible to work across sites.

Apprenticeship Programme Requirements: • You are aged 16+ • Have lived within the EU/EEA for 3 or more years • You must not be in any form of formal government funded education • GCSE grades A-C (9 – 4) in English and Maths or equivalent

You will be employed on a 15 months fixed term contract employed as an apprentice working 37.5 hours per week.

As an employee we will help to support you in obtaining an approved apprenticeship standard. We will be committed to ensuring that a structured plan is in place to support and enable you to take 20% of your working hours away from your general duties per week in order to complete the programme.

The apprenticeship scheme is run in partnership with Doncaster College, delivered on site at The Doncaster & Bassetlaw Teaching Hospitals NHS Trust, to ensure that you are supported through a high quality training programme; you will be required to undertake the Customer Service Practitioner Intermediate Apprenticeship Level 2.

Main duties of the job

The role will include a mixture of administration duties working within the department you are allocated in: communication with people on the telephone and in person, assisting with record keeping (paper and electronic),  use of photocopier, PC, telephone, and filing systems.

As an apprentice you will be supported with the following:

• Attendance at college/study sessions as required
• Work with an assessor/mentor to develop a work based portfolio
• Undertaking work based assessments
• Completing assignments/projects relating to their apprenticeship framework
• Presenting evidence portfolios for assessment within specific time frameworks
• Ensuring patients casenotes are available at the point of care
• Pull and file medical records, using Terminal Digit Filing and location based filing systems; record casenote transfers on iFIT
• Responsible for locating, preparing (to a required standard) and delivering of casenotes for outpatient clinics according to departmental guidelines
• Merge and amalgamate casenotes to ensure the correct/relevant volume is available at the point of care
• Liaise with other departments, hospitals, GP Practices and external companies as necessary, particularly in respect of ensuring that data on Trust computer systems is correct
• Responsible for ensuring casenotes are tagged and associated correctly and correcting any errors
• Have involvement towards the culling of casenotes in line with the Retention Policy

Detailed job description and main responsibilities

Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.  Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Certificate of sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa - GOV.UK

Please note that from 9th April 2025, band 2 & 3 entry roles are no longer eligible for sponsorship.

If you are already an NHS employee and are applying for an Apprentice vacancy you may be entitled to pay protection.

Pay protection applies where the role you are applying for is at the same AFC band or higher, and you would receive less in pay compared with your current salary due to annex 21.

Please see the NHS Employers Apprenticeship Pay Guidance and FAQs for further information and eligible criteria: Apprenticeship pay guidance and FAQs | NHS Employers

*If you are currently undertaking this apprenticeship or have previously completed this apprenticeship or equivalent programme of study please do not apply – for any further eligibility queries please email [email protected]

Please note that if you are on a visa, you must have been living in the UK for a minimum of 3 years to meet the entry requirements for the course.

Apprenticeship pay guidance and FAQs

This guidance, FAQs and pay scenarios support the changes to apprenticeship pay, which came into force from Monday 1 July 2024.