Summary
To work towards a Level 2 Apprenticeship in a busy GP Practice. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors.
Wage
£11,778 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
An increase in pay will be implemented upon key performance indicators and reviewed quarterly.
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 8.00am to 2.30pm- Week 1. 11.30am to 6.00pm- Week 2.
30 hours a week
Start date
Monday 28 April 2025
Duration
1 year 3 months
Positions available
2
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* To receive patients and visitors at the front desk, deal with enquires and assist in directing patients to the appropriate appointment pathway.
* Acknowledge and welcome the arrival of patients with a booked appointment at the front desk.
* Control the flow of patients to their respective appointment when called by the person they are booked to see.
* Make future appointments and allocate appropriate same day appointments.
* Liaise with duty doctor via system one any instructions regarding the processing of lists that are undertaken in line with the agreed procedure.
* Answer the telephone within the 4 rings and ensure all messages are recorded in system one and are dealt with or passed to the appropriate person for action.
* Deal with actions arising from the post .
* Deal with prescription and home visit requests as they come in on the telephone and face to face.
* Make up prescription lists for the pharmacist each day.
* Make up a visit list each day and print out a patient summary relating to each person being visited.
* Scan and code all post into system one record as agreed.
* Ensure accurate data entry on to system one according to agreed protocols.
* Liaise with other health care professionals as and when necessary to ensure relevant people are advised of developments, which affect patients under their care.
* To work in a manner that ensures the smooth running of the practice.
* To provide admin support to the practice to achieve local and enhanced services, maximize achievement in relation to the Quality and Outcomes Framework
* To be aware of the ICB, its function, its aims and its objectives.
* To be aware of the patient services function of the Primary Care Support Service and to liaise with them where necessary.
* Shredding and photocopying.
* Receiving and receipting monies.
* Using Email facility as an internal communication tool.
* Promoting the online services of the practice.
* At the end of the day ensure that all areas of reception are tidy in order to ensure easy accessibility for the cleaners and maintain confidentiality in relation to patient identifiable information.
* To ensure all areas are secure at night, all electrical equipment is switched off and that the building is secure when last to leave.
* Ensure phone lines are switched over to the preferred out of hours provider.
* Complete all tasks within system one.
* Complete and maintain targets as set out and agreed by practice manager in annual appraisal.
Where you’ll work
50 HEATON ROAD
BRADFORD
BD8 8RA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
BRADFORD CITY COUNCIL
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
* Maths and English up to Level 2 if required
* Day Release at Skills for Work - mixture of attendance in person in Bradford Centre and attending online tutorials using Microsoft Teams
Requirements
Desirable qualifications
GCSE in:
* English (grade C or Grade 4 (Level 2))
* Maths (grade C or Grade 4 (Level 2))
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
* Problem solving skills
* Administrative skills
* Number skills
* Team working
* Initiative
* Non judgemental
* Patience