Apprentice Patient Access Coordinator - Evelina Outpatients Reception

Summary

Based in the Children’s Hospital, Evelina Outpatients is looking for a new Receptionist to join our busy administrative team. This is an exciting and challenging role in which you would have the opportunity to make a direct positive impact on the patient experience of the children and their families.

Wage

£14,722.50 to £23,809.50, depending on your age

National Minimum Wage

Training course

Business administrator (level 3)

Hours

Shifts vary between 08:30-16:30 or 09:30-17:30 dependent on the reception area being covered.

37 hours 30 minutes a week

Start date

Monday 1 September 2025

Duration

1 year 3 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Be the first point of call for all patient access queries for within the Trust.
• Welcome patients and their families to their appointments.
• Support the nursing and other clinical teams to ensure a smooth and efficient service is provided for patients in the outpatient areas.
• Ensure appointment outcomes are updated and the next steps for patients are clear.
• Provide a polite and efficient point of contact for patients both face to face and over the telephone.
• Ensure that each patient is treated as an individual and their individual needs are met (ie: any needed support is in place for their appointment, such as interpreting support).
• Provide a welcoming and efficient reception service and to put patients at their ease.
• Ensure that patients and visitors are well informed and that messages are communicated promptly.
• Respond to enquiries in a courteous and efficient manner.
• Ensure all patients’ demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
• Administer the clinic using the clinical system as per the department protocols.
• Ensure that all data is inputted accurately into the clinical system in a timely manner.
• Liaise with the medical, nursing and allied health professional staff to ensure the smooth running of the clerical function within the clinics.
• Escalate any issues where appropriate to Team Leaders or Managers.

Where you'll work

Evelina London Children's Hospital London
Westminster Bridge Road
London
SE1 7EH

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

HAWK MANAGEMENT (UK) LIMITED

Your training course

Business administrator (level 3)

What you'll learn

Course contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Alongside the onsite training you will receive as a new starter, you will undertake a Business Administrator Level 3 through Hawk Training.

The programme is delivered through virtual and face to face training and online learning delivered during working hours. You will have 6 hours per week protected study time.

It will include functional skills exams if you don’t have English & maths GCSE at Grade 4/C equivalent or above.

More training information

You will receive full training on our IT systems to support you to complete your role effectively. You will also complete all mandatory training including Information Governance, Health & Safety and Fire training.

You will also be offered other training as the needs arise and are identified once you are in post.

Requirements

Essential qualifications

GCSE in:

Maths (grade 9-4)

Desirable qualifications

GCSE in:

English (grade 9-4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

• Communication skills
• IT skills
• Organisation skills
• Customer care skills
• Administrative skills
• Confidentiality

Other requirements

Roles are all based at Evelina London Children’s Hospital, but among a variety of 7 outpatient locations across the hospital. You will receive the appropriate training for all areas. DBS Check will be required.