Liaison & Diversion Service Administration Apprentice

Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

Job overview

Launch your career in East London NHS Foundation Trust! Join our team as an apprentice and gain hands-on experience while learning valuable skills. Apprenticeships are a great way to earn while you learn. If successful for this post, you will be in a paid job gaining valuable industry workplace experience whilst completing a nationally recognised qualification.

Here at ELFT we're offering a fantastic opportunity for growth and development as a Liaison & Diversion Service Administration Apprentice completing a Business Administration Level 3 apprenticeship in the Liaison & Diversion Service team in Luton.

Eligibility requirements

Potential apprentices must be 16 years old or above (there is no upper age limit).

You must not have prior learning in the same subject that you wish to do an apprenticeship in.

You must have been living in the UK for the last 3 years and are able to use public funds.

You must be able to work 37.5 hours a week.

Main duties of the job

The department will provide an average of six hours per week for the post holder to evidence their knowledge, skills and behavior to the training provider.

The post holder will feel passionate about contributing to the health and wellbeing of our local communities. He/she will want to develop their career in the NHS and demonstrate a commitment to learning and desire to complete an apprenticeship qualification alongside work-based learning.

Working for our organisation

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

1. Produce accurate records and documents including, but not limited to, emails, letters, files, payments, reports and proposals
2. To ensure that all incoming correspondence (both electronic and manual) is dealt with and responded to in an accurate and timely fashion, redirected to appropriate respondents where required, and escalated as needed
3. Drafting and sending outgoing electronic and manual correspondence, including reminding patients of forthcoming appointments and to post other correspondence related to patients, carers, GP’s, schools etc
4. To format reports to Microsoft Office Word and other software, as well as other general word processing duties, including general correspondence, appointment letters, clinic outcome letters
5. To receive all incoming calls to the Service and deal with appropriately in a courteous and helpful manner.
6. To deal with a range of queries from the public and other agencies in a polite and helpful manner, whilst working in reception also by telephone and face to face encounters, seeking advice and guidance from Team Administrator or Operational Manager.
7. To take and promptly pass on accurate notes and information, exercising independent judgment and discretion when handling, monitoring and filtering calls within data protection, customer care and confidentiality guidelines.
8. To ensure that calls from anxious and distressed patients and carers are dealt with appropriately and referred to the correct system internally.
9. To ensure that staff have filled in their diary and updated the appointment system.
10. To co-ordinate and oversee room bookings and report any problems as appropriate.
11. To type correspondence when required.
12. To maintain office filing systems and ensure information relating to service users is accessible to relevant staff, ensuring confidentiality at all times.
13. To maintain a standard filing system ensuring that the filing of patient notes, correspondence, questionnaires etc are kept up to date in line with record keeping policies.
14. To open, close and archive and file patient files as appropriate in line with recording keeping policies.
15. To book interpreters and translators for clients appointments and monitor confirmation of bookings and action as appropriate.
16. To ensure there is an adequate supply of all forms and adequate stationery supplies, letterheads, information leaflets, appointment cards etc available for colleagues and service users.
17. To update patient information on files and on IT database systems ensuring data quality is monitored and any concerns raised.
18. To undertake general office duties including: photocopying, collating and binding of documents, filing, laminating faxing etc as required.
19. To provide administrative support to the service for presentations including setting up of equipment, providing handouts and refreshments as appropriate
20. To ensure that office equipment is maintained and reported for repair as necessary and that the office, reception area and waiting room is kept clean and tidy at all times
21. To receive regular one to one and team supervision from the line manager.
22. To work flexibly in order that essential priority tasks are covered and dealt with, including covering reception when required.
23. To report to the line manager any issues that are of concern relating to health and safety of the building
24. To have excellent verbal, written and communication skills
25. To assist in inducting new staff to reception, filing and administration systems
26. To have the ability to remain calm and sensitive in difficult and stressful situations
27. To Provide administration support to community clinics as required.

Person specification

Education and Skills

• English & Maths GCSE or equivalent functional skills
• Basic IT skills including Microsoft Office

• Good standard of Written and Spoken English
• Computer Literacy including word processing and data entry

Experience and atributes

• Good communication skills
• Working In a team or as part of an administrative team

• Experience with making telephone calls and other forms of communication
• Experience of working in an office environment and routine office administration

Making Things Better

Quality Improvement is a key part of our work to improve our services and refine how we do things. We have a global reputation for our quality improvement work and we don’t stand still! So we offer a fantastic opportunity for our staff to learn, lead and contribute towards improving our services.

We launched our Five Year Strategy in April 2018, which identified four main strategic outcomes to improve: population health outcomes, experience of care, staff experience and improve value. This complements the NHS Long Term Strategy and sets out our direction of travel.

Our Community

We provide services in urban and rural settings, sometimes in our inpatient units, but mostly in the community close to where people live. Integrated care is key in making the best use of resources and providing effective care.

Aiming High

We were rated ‘Outstanding’ by the CQC in 2016, were proud to be rated ‘Outstanding’ again in 2018 and continue to be rate 'Outstanding' in 2021.. We were named in the HSJ’s Top 10 best places to work in healthcare and were voted Provider Trust of the Year in 2018.

Staff and Service Users United

We pride ourselves on our service user involvement. A service user will be on your assessment centre and interview panel if you are invited to meet us.

We especially welcome people with lived experience of health difficulties, with insight and understanding of different backgrounds, cultures and lifestyles in our population as we believe that this will equip staff to deliver a high standard of care to our service users and patients.

Diversity

Having partnered and endorsed by organisations who are representative and experts in various areas of equality and diversity, we can ensure we are meeting the pre-set standards all the way from recruitment stage throughout the career journey of our employees by being accessible, having fair inclusive practices and a host of staff networks to support, nurture and celebrate our valued staff in the workplace.

Other reasons to apply

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern.

As part of the relocation scheme we presently have, the Trust could support you with offering up to £10,000 for removal and associated expenses. This is subject to change and terms and conditions apply.

What Next?

If you like the sound of ELFT, don’t waste a moment. We sometimes close adverts early if there is a high response, so apply now!

We also use third party providers to check and verify your qualifications who may be contacting you on our behalf to verify the same..

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