Summary
Our receptionist and administration team are the first point of contact for patients, relatives and professionals when making contact with the practice and have the ability to make sure that patients receive appropriately and timely care from both the surgery and partner organisations.
Wage
£14,352 a year
Training course
Customer service practitioner (level 2)
Hours
Nominally Monday to Friday, daily hours to be agreed between 0800 and 1830.
37 hours 30 minutes a week
Possible start date
Friday 7 February
Duration
1 year 3 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
The main duties of the role include responding to the full range of
patient enquiries and requests.
* Supporting patients to receive appropriate and timely care through booking appointments and signposting to more appropriate alternative care pathways.
* Receiving and managing requests for repeat medications, reports and fit notes
* Receiving requests and enquiries from other health care organisations
* Proactively inviting patients for routine tests, investigations and long-term condition care
* Supporting the general administrative work that is essential to the functioning of the wider practice team
In order to succeed in these main duties, the successful applicant will need to be able to communicate effectively and compassionately in person, by telephone and via electronic means.
Where you’ll work
BULWELL HEALTH CENTRE
MAIN STREET
BULWELL
NOTTINGHAM
NG6 8QJ
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
ACCESS TRAINING (EAST MIDLANDS) LTD
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
Level 2 apprenticeships.
Apprentices who have not achieved the equivalent of level 2
qualifications in maths and English, will need to achieve level 1
functional skills in these and work towards level 2 functional skills.
More training information
Apprentices will be allocated a Trainer Assessor and training will be
planned and delivered in conjunction with the employer to meet
the individual needs of the apprentice.
The apprentice will spend 20% of their working hours in off the job
activities and training.
On the job and off the job training will be delivered in the workplace.
Requirements
Essential qualifications
GCSE in:
* English (grade Level 1 or equivalent)
* Maths (grade Level 1 or equivalent)
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
* Attention to detail
* Customer care skills
* Team working
* Initiative
* Non judgemental
* Patience
Other requirements
Interviews to be face to face within the practice.