Customer Service Apprentice - Physiotherapy
Job overview
As a Customer Services Apprentice, you will be part of a happy and supportive team, working in a busy and sometimes demanding administrative environment. You will be working closely within the Physiotherapy administration team and Physiotherapy outpatient staff members.
Successful applicants in this role will have excellent communication skills and a great work ethic. Applicants will preferably have some administrative or customer service experience. You will be reliable, flexible, and able to effectively manage priorities. Applicants need to be available 5 days per week and work well in a busy environment.
Main duties of the job
* To use a variety of communication techniques (i.e. telephone, email, and face-to-face) to all levels of hospital staff including external agencies and contacts.
* To support with physiotherapy administration office procedures.
* Carry out administration tasks as appropriate, including photocopying, scanning, filing, and collating information.
Detailed job description and main responsibilities
To be trained to:
* Undertake receptionist duties, e.g., dealing with face-to-face queries from patients or staff members.
* Learn how to input patient referrals, send partial booking letters, and book patient appointments in line with waiting list management procedures and electronic patient information systems (iPM or Tiara).
* Take appropriate actions regarding telephone calls from patients, GPs, and other agencies using initiative, in adherence to Trust guidelines.
* Request and trace notes.
* General filing.
* Opening the post and sending out patient letters.
* Printing of self-referrals from a generic inbox.
* General administration and support for the physiotherapy administration team.
Person specification
Qualifications
* Educated to GCSE C (or 9-4) in English and Maths or Level 2 Functional Skills.
Knowledge
* Demonstrate ability to use all main software packages.
* IT Skills.
Aptitudes and Abilities
* Good organisational skills.
* Ability to communicate at all levels.
* Good telephone manner.
* Good use of the English Language.
* Ability to understand confidentiality.
Disposition, Attitude and Motivation
* Self-motivated.
* Ability to prioritise workload.
* Team player.
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