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Outpatient Receptionist Apprentice

West Hertfordshire Hospitals NHS Trust · Hertfordshire · posted 30 July 2026

Wage
£26,618 a year
Hours
37.5 hours a week
Duration
1 Year 3 Months
Level
Advanced (Level 3)
Standard
Business administrator (level 3)
Starts
1 September 2026
Closing date
28 August 2026
Positions
1

Apply on the official government service →No Apprentice League account needed — we never gate applications.

  • Support patients to use digital self check-in and appointment system, either physically or remotely
  • Assisting patients with additional needs, including those with limited digital skills
  • Ensure an effective and efficient reception service is provided to patients accessing the Outpatient department
  • Monitoring check-in systems to ensure patients are recorded accurately
  • Maintaining and updating patient records on the Patient Administration System (PAS/Cerner), ensuring demographic and GP information is correct
  • Accurate data capture is essential to ensure patients and GPs receive correct communications, reducing the risk of missed or delayed care
  • Coordinating patient flow and supporting clinic efficiency
  • Signpost and direct patients attending Outpatient appointments and also patients who may not have attended the correct area in the hospital
  • Liaising with clinical teams to minimise delays and support service delivery
  • Being responsible for opening and locking up premises and maintaining security in line with Trust Policy
  • Ensuring booking of appointments are completed based according to clinical urgency, clinician direction, and RTT targets
  • Booking from Cerner Requests lists and following Trust agreed admin workflows for DNA rescheduling
  • Monitoring the check out status of patients at the end of clinics
  • Escalating any un-outcomed patients to both service managers and the management team within the Booking and Request List team
  • Actively meeting any KPI’s and targets set by the Booking and Request List management team
  • Ensuring correct use of Cerner Request lists to help monitor and manage unbooked appointments or requests to cancel or reschedule appointments
  • Supporting the training of all new Reception staff with support from the Receptionist Supervisors
  • Identifying unutilised clinic capacity and escalating this to the reception Supervisors and Booking and Request list Coordinator
  • Escalating lack of clinic capacity issues to management team
  • Providing a professional and welcoming appearance for patients at reception by adhering to the Outpatients Uniform Policy
  • Utilise current EPR PAS system along with any future digital solutions and service developments introduced within the department
  • Taking personal responsibility for keeping up to date and maintaining a competent understanding of national and Trust targets relating to the booking of outpatient appointments, including RTT, 2 Week Wait and the Trust’s Patient Access Policy
  • Attending additional training as required by the Booking and Request List management team. When required and as agreed by the Reception Supervisors or Bookings Manager to work outside of normal working hours; this will be only to cover and meet the needs of the department
  • There will be a considerable amount of liaison with all members of staff within the hospitals as well as contact with the general public, it is therefore essential that individuals adopt a courteous, friendly and professional manner at all times
  • Participating in mandatory training and induction programmes as well as staff appraisal and objective setting
  • Any other administrative duties that Senior management deem appropriate

Your training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation:

  • Isales Academy Limited

Your training course:

  • Business Administrator
  • Equal to Level 3 (A level)

Where it leads

Possible opportunities may be available within the NHS Trust upon successful completion of the apprenticeship.

About West Hertfordshire Hospitals NHS Trust

The NHS Trust are surrounded by talented, committed and compassionate colleagues who strive every day to provide excellent care to the patients we serve.

Things to consider

Standard DBS Clearance check will be required.

Travel to other NHS sites may be required. Therefore, the successful candidate must have a clean driving licence and access to their own vehicle.

All appointments are conditional upon prior health clearance. 

Work Visa/Permits/ Leave to Remain:-

If you are a non-resident of the UK or EEA you are required to have a valid work visa and leave to remain in the UK, which is renewed as required.  The Trust is unable to employ or continue to employ you if you require but do not have a valid work visa and/or leave to remain in the UK.

Skills they're looking for

Communication skillsIT skillsAttention to detailOrganisation skillsCustomer care skillsAdministrative skillsLogicalTeam workingInitiativePatience

Entry requirements

  • GCSE English (grade 4) — essential
  • GCSE Maths (grade 4) — essential

Where you'll work

  • Vicarage Road, Watford, Hertfordshire, WD18 0HB
  • Waverley Road, St. Albans, AL3 5PN
  • Hillfield Road, Hemel Hempstead, HP2 4AD
  • Civic Centre, St. Peters Street, St. Albans, AL1 3JE

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