Apprentice Outpatient Services Administrator

A Vacancy at York and Scarborough Teaching Hospitals NHS Foundation Trust.

This post is offered initially for an 18‑month fixed term period. You will be paid Band 2 whilst you undertake a Customer Service Apprenticeship Level 2. On successful completion of your apprenticeship you will be promoted to Band 3 Outpatient Services Administrator.

Outpatient Appointment Services provide essential administrative and telephony support to a range of outpatient clinics across the Trust, including booking new patients and follow‑up appointments in accordance with the Referral to Treatment Policy.

• Aged 16‑18:
  If you do not hold English and Maths at GCSE grade A‑G / 1‑9, Functional Skills Level 1, or an ENIC UK‑recognised equivalent (proof of achievement will be required), you will be required to undertake these as part of the funding rules.
• Aged 19 or over:
  English and maths is not required.
• Be 16 years old or older and not in full‑time education.
• Provide proof of UK residency.

Please review the attached ‘Guidance for Applicants’ document to ensure you meet the eligibility criteria to undertake an apprenticeship.

• Create accurate database entry and case notes for patients not currently registered on the Trust’s core patient database.
• Administer and process referrals via the electronic booking system eRS in accordance with the Referral to Treatment Policy.
• Manage patients through outpatient administrative processes and pathways in accordance with Standard Operating Procedures.
• Process all new patient appointments within agreed timescales and in accordance with consultants’ requests and speciality booking rules.
• Make follow‑up appointments in accordance with booking rules, at the request of both internal and external customers.
• Monitor, maintain and update electronic worklists and ensure that items are actioned in a timely manner, taking remedial action where necessary.
• Receive and accurately process any clinic amendments or cancellations, ensuring that the patient is supported by the Referral to Treatment guidelines and booking rules.
• Duties also involve covering the outpatient reception desk and call centre using effective and efficient customer service skills to ensure our patients experience a consistent welcoming approach from our staff. This includes dealing with patients ringing into the department to book, change or cancel outpatient appointments.

• Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants.
• 27 days holiday rising to 33 days (depending on NHS Trust service).
• A generous relocation package of up to 30% of salary (capped at £18k) to support relocation expenses for hard‑to‑fill positions where relocation would be an expectation to undertake the role fully.
• A variety of different types of paid and unpaid leave covering emergency and planned leave.
• Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme.
• NHS Car Lease scheme and Cycle to Work scheme.
• An extensive range of learning and development opportunities.
• Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers.

For further information on the fantastic range of benefits we offer please visit the Trust’s dedicated Staff Benefits pages.

To find out more about what it is like to work for our Trust please visit the following link:

Across our organisation, people are guided by values that were co‑developed with staff: we are kind; we are open; and we pursue excellence.

We welcome applications from everyone, while working with our Staff Networks – including our Race Equality, LGBTQ+, Disability and Carers Networks – to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact:

As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would…