Summary
Every GP Practice needs an efficient team of administrators who can ensure that every patient's experience is a positive one! This is an exciting opportunity to start your career in the Health Care Sector as a Medical Administrator - Reception apprentice. You will answer telephone calls, either deal with the query or pass onto the relevant person.
Wage
£12,313.60 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday. Working hours are between 8.00am - 6.30pm. 4 days on rota. 4 week rota in advance
37 hours a week
Possible start date
Saturday 1 March
Duration
1 year 6 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
* Receives and assists patients and visitors in a professional manner, directing to others as appropriate. Handles all general enquiries from patients and others, in person and on the telephone, and takes and records messages for other members of the team
* Takes ownership of each request and where appropriate, redirects enquiries to the appropriate team member
* Explains practice arrangements to new patients wishing to register and to those seeking temporary cover and ensures all policies are adhered to
* Makes, cancels and rearranges appointments in accordance with the practice appointment system
* Receives and records requests for advice calls and home visits
* Actions and records requests for ambulances/hospital transport
* Receives requests for prescriptions and arranges issue and signing of repeat prescriptions in accordance with the practice protocol
* Receives specimens from patients following Health and Safety guidelines, ensures that they are dealt with according to current practice protocol
* Acts as a chaperone (following appropriate training) for patients as required
* Receives and records payments from patients (cash and cheques) in relation to medical fees
* Supports the Practice to achieve all targets
* Being aware of the practice complaints procedure and directs patients as appropriate
* Deal with all post in accordance with practice protocol
* Repair, tagging and maintenance of medical records
* Ensure scanning of documentation is completed accurately and in line with practice protocols and timescales
* Ensures accurate recording and handover to other colleagues of information relating to incomplete tasks
* Action practice tasks on a daily basis which may involve the contacting of patients, hospitals or other service providers by telephone, letter, email or fax
* Contact patients due for recall e.g. follow-up for vaccinations, smears etc.
* Participation in reception rotas and give cover to the administration team as and when required
* Work flexibly to cover rota requirements due to other colleagues planned and unplanned absence
Where you’ll work
Station Road
Sowerby Bridge
West Yorkshire
HX6 3AB
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
INDEPENDENT TRAINING SERVICES LIMITED
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:
* Functional Skills in maths and English (if needed)
* Full training for the role will be provided by employer with assistance from the training provider
* Each apprentice will be given 20% off the job training by their employer to complete the apprenticeship programme
Requirements
Desirable qualifications
GCSE or equivalent in:
* Maths & English (grade 4 or above)
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
* Problem solving skills
* Administrative skills
* Number skills
* Team working
* Non judgemental
* Patience