Job vacancy: Customer Service Apprentice – Health Records, University Hospitals Plymouth NHS Trust, Plymouth

Job summary

Main area: Customer Service Apprentice – Health Records
Grade: Apprenticeships: Apprenticeship
Contract: 15 months (Apprenticeship: 15 months, Monday - Friday)
Hours: Full time - 37.5 hours per week
Job ref: 216-DH-A7179869

Employer: University Hospitals Plymouth NHS Trust
Employer type: NHS
Site: Windsor House
Town: Plymouth
Salary: £14,762.96 per annum
Salary period: Yearly
Closing: 08/06/2025 08:00

Customer Service Apprentice – Health Records

Apprenticeships: Apprenticeship

Detailed job description and main responsibilities

To be trained to:

Main Office/Pre-file area

To provide support for the pulling and filing of Health Records within the Central Records Library for all clinical activity.
Prioritising workloads and all other Central Record Requests.
Efficiently manging the urgent line with a professional approach.

Archive area

To provide support for the filing and culling of REI records and Deceased records.
To understand the retention and destruction process for all Health Records and REI records in accordance with the Records Management Code of Practice 2021 and following the Trust’s policies and procedures.
To learn to identify and highlight any storage capacity issues and identify any bottlenecks within the store for yearly Deceased notes.

Prepping

· Individuals are allocated a daily workload by the supervisor and are then responsible for organising their own day to day tasks.

· Responsible for identifying, requesting, collecting and tracing all health records for their individually allocated clinics daily in an efficient and timely manner, ensuring all records required for clinics are prepared to the specification of each Specialty.

· Use the Information Technology associated with the role, in particular the iPM System, Prepping Application and Spreadsheets, to regularly analyse and check the status of clinics of individual patients and clinics, ensuring late additions are identified and prepped within the required timescales

· Ensure that any variances to the scheduled clinics/missing health records are communicated to the Clinic staff (Nurses and Consultants) prior to the clinic starting.

For further details please see attached JD&PS.

***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

Person specification

QUALIFICATIONS

Essential criteria

• Numeracy and literacy qualifications, (GCSE or ‘O’ level grade D or above, CSE grade 1, Key skills Level 1), or equivalent

KNOWLEDGE & EXPERIENCE

Essential criteria

• Demonstrable experience working with PC’s and Microsoft applications
• Demonstrable experience of managing own workload and working to strict deadlines

APTITUDE & ABILITIES

Essential criteria

• Manual handling, to safely carry, move, lift health records/case notes, load and unload blue boxes containing case notes and collect case notes from around the Hospital
• Maintain confidentiality in accordance with the Data Protection Act and Trust requirements
• Follow strict working practices
• Remain calm within a busy environment
• Good organisational skills/prioritise workload

PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY INCLUDING YOUR JUNK FOLDER.

If you need support with the online application process or require reasonable adjustments with the application and/or interview process please contact the Recruiting Manager for this post.

We recognise that work life balance is important for our colleagues and so we invite requests from applicants about less than full time/flexible working for our advertised roles. We recommend contacting the manager of the role prior to applying and we commit to giving requests full consideration.

We welcome and encourage applicants who identify with all protected characteristics to apply for our roles. We believe that diversity strengthens our teams and improves our patients' experience. At UHP we aim to create an inclusive workplace and hospital where everyone feels they belong and included.

It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Providing false information is an offence & could result in the application being rejected or summary dismissal/police action if an applicant is successful.

Please note that if you are successful in your application & accept the position you agree that the Staff Health and Wellbeing Department can access your health records from your current/previous employer in order to check the status of your inoculations & screening tests. This is an automated process & the information will only be used for these purposes prior to your taking up the position with us.

For Doctors Roles:

Unsolicited CVs and Candidate Profiles/Details
University Hospitals Plymouth has a commitment to sourcing candidates directly and as such we do not accept speculative CVs from agencies.

We do, however, work with a defined list of preferred HTE Framework suppliers who may be invited to support us in sourcing candidates for particular roles.

In line with our preferred supplier list, we only pay agency fees where we have a signed agreement in place and an agency has been instructed by a member of the Trust’s Medical Workforce team.

We do not pay agency fees where speculative and unsolicited CVs are submitted to the Trust or Trust employees by any other means than the official route above. Where this is not observed the Trust reserves the right to contact these candidates directly and initiate discussions without payment of any agency fee.

Any candidate details (whether written or spoken) or CVs that are referred directly will not constitute an introduction. The Trust will under no circumstances be responsible for any recruitment fees in relation to these contacts.

Submission of any unsolicited CVs, candidate’s details and/or proposals to the Trust will not be considered further and will be deemed evidence of full and unlimited acceptance of this Agency Protocol.

In order to establish and maintain good working relationships with the Trust’s agency suppliers, we ask that this Protocol is adhered to and thank you for your co-operation.