Summary
The purpose of the role is to offer 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. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Wage
£12,849 a year
The pay may be negotiated and may rise after a probation period has been successfully completed.
Training course
Customer service specialist (level 3)
Hours
Monday - Friday (shifts to be confirmed). 37 hours per week.
37 hours a week
Possible start date
Monday 24 March
Duration
1 year 2 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 purpose of the role is to:
* Offer 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
* Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
* Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of secretarial and clerical support to clinical staff and other members of the Practice team
* Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies
* To have a thorough knowledge of all Practice procedures
* To work in accordance with written protocols
* Filing post in medical records
* Fax and photocopy as requested
* Processing and distributing incoming and outgoing mail
* Provide administrative support to members of the primary health care team for specific office tasks, and ensuring appropriate
* Practice records are kept up to date
* Arrange ambulance transport for patients
* Other clerical duties that may arise
* Greet patients and visitors in a friendly and courteous manner
* Answer the telephone and direct the caller in the appropriate direction
* Arrange appointments
* Handing completed repeat prescriptions to patient and checking names and address
* Be able to cover all reception position as necessary
* Provide cover for holidays and sickness
* Input data
* Process patients change of address - computer data and medical records (have knowledge of Practice area)
* Process repeat prescription request in accordance with Practice guidelines
* Record requests for repeat prescriptions
* Prepare repeat prescriptions (manually and computerised)
* Have working knowledge of telephone system, during and after hours
* Taking messages and passing on information
* Ensure that records are accurately assembled in advance of each consulting session
* Ensure that records are available in the instances of urgent consultation
* Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to
* Ensure correspondence, reports, results etc. are filed in correct records
* Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
* Ensure total familiarity with all appointment systems including regular and incidental variations
* Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
* Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
* Monitor effectiveness of the system and report any problems or variations to the Reception Supervisor
* Process appointment requests for the day / future appointments from patients by telephone and in person
* Deal with visit requests
* Lock and unlock premises
* Clear rooms after surgeries, re-stocking as required
* Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter
* Attend meetings and Target training events
This is not a comprehensive definition of the post. Postholders will be expected to undertake any work that comes within the remit of the post’s purpose. The job description will be kept under review and may be changed according to Practice requirements. Discussions on any major changes will be held with the postholder.
Where you’ll work
8-10 High Street
Ferrybridge Medical Centre
Knottingley
WF11 8NQ
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
C.M.S. VOCATIONAL TRAINING LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Level 3 Customer Service Specialist apprenticeship standard, which includes:
* Level 2 Functional Skills in maths and English (if required)
* Full, on-the-job training will be provided by the employer, with 20% off-the-job training as a requirement
* End-Point Assessment (EPA)
This apprenticeship is delivered in the workplace and 20% of your working time will be dedicated towards training and learning new skills. You will be allocated a tutor who will provide you with personal support and assessment at pre-arranged times.
Assessment is through a variety of methods including observations in the workplace, witness testimonies, product evidence and professional discussions. All evidence will be logged to your electronic portfolio.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade C/4)
* Maths (grade C/4)
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
* Organisation skills
* Customer care skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
* Self Motivated
* Good attendance record
* Adaptable
* Driver is desirable
Other requirements
Salary is slightly above NMW for apprentices. You may be required to work at any of Health Care First’s locations. The practice is included in the NHS Pension Scheme. Further details will be provided on employment. The position will be subject to an enhanced Disclosure and Barring Scheme check. Data Protection Act: In signing your letter of application, you will be giving your consent to the practice storing and using the information you provide in accordance with the provisions of the Data Protection Act. Applicant’s Declaration: Any misrepresentation or material omission made by you in this application will be sufficient cause for cancellation of the application or immediate termination of employment, whenever it may be discovered. Ability to travel to meetings and other practices within the group would be an advantage and will be discussed in more detail at interview. Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).