Apprentice Appointments and ERS Administrator

A great opportunity has arisen to join our busy Outpatients Appointments Booking Team at our King George Hospital site as an Apprentice Appointments and ERS Administrator.

The Apprentice Appointments and ERS Administrator serves as the main point of contact for patients to book, change appointments, and answer queries regarding hospital appointments. The role requires a high level of customer service, communication, and people skills to ensure a good patient experience.

• Manage patient appointments and utilize hospital booking systems including ERS and Careflow.
• Process ERS referrals and internal referrals, and manage and escalated appointment slot issues (ASI’s) through the E‑Referral system to the Team Leader.
• Handle appointment changes and requests from patients via phone, email (My Appointment), and Envoy text messaging service.
• Support services and Team Leads with adjustments to Outpatient clinics on the local Careflow system (cancellation, reduction, reinstating, re‑profiling).
• Ensure all new and follow‑up appointments are processed according to Trust policies and department procedures.
• Assist in training on new technologies as required.

The position is a Level 2 Customer Service Practitioner Apprenticeship. Candidates who already hold a Level 2 or higher customer service qualification are not eligible.

• Age 16 years or older
• Right to work in the UK with a visa covering the apprenticeship programme duration
• Ordinarily resident in the UK for the past 3 years
• Preferably with lived experience of the care system (welcome but not mandatory)

This role supports the Outpatients Appointments Booking Team and collaborates with the Team Leader and other team members to deliver efficient patient service.