Summary
An excellent opportunity has arisen to work at a friendly practice. The role will include offering general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. You will assist and direct patients in accessing the appropriate service or healthcare.
Wage
£18,278 a year
Training course
Customer service practitioner (level 2)
Hours
Changing rota but open from 8.00am - 6.00pm Monday to Friday, hours will be a mix through the week.
37 hours a week
Possible start date
Monday 7 April
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
* Meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner
* Direct patients to the appropriate professional
* Make appointments for patients, doctors, nurses and other members of the Primary health care team on the computer
* Enter requests for home visits into visit book, informing doctors as directed
* Extract patient notes when required
* File medical notes, letters, test results and other correspondence
* Summarise medical records
* Register new patients on the computer system
* Open and distribute post
* Operate repeat prescription system as directed
* Assist in the closing and securing of the building at the end of the working day
* Provide secretarial support to practice
* Comply with all in house and statutory Health & Safety procedures
* Attend practice meetings
* Attend training courses in house and externally to develop expertise and further knowledge
* Any duty that may be properly deemed by the senior receptionist, practice manager or doctors to be part of the role of receptionist
It is important that all members of staff are prepared to take on additional duties or relinquish existing duties in order to maintain efficient running of the practice.
The doctors reserve the right to re distribute duties and functions amongst members of staff from time to time and requests for such changes shall not be reasonably refused.
Where you’ll work
1 RUTHERFORD ROAD
LIVERPOOL
L18 0HJ
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
RIVERSIDE COLLEGE
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
* Customer Service Practitioner Level 2 Apprenticeship Standard
* Training will take place in the work place and fortnightly at Riverside College on day release
Requirements
Essential qualifications
GCSE in:
* 4 subjects Including English & Maths (grade 9 - 3)
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
* Attention to detail
* Organisation skills
* Customer care skills
* Presentation skills
* Administrative skills
* Team working