Summary
You will be assisting the medical centre with the smooth running of the business by offering an efficient, friendly and courteous first point of contact to visitors and patients to the centre.
Annual wage
£6,323.20 to £11,302.72 a year
Training course
Customer service practitioner (level 2)
Hours
Monday – 8:00am – 6:00pm ½ hr unpaid lunch Tuesday – 8:00am – 6:30pm ½ hr unpaid lunch
19 hours a week
Possible start date
Friday 7 February
Duration
1 year 7 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
* Greeting and receiving patients who arrive for appointments and
making sure that they see the correct doctor at the correct time.
* Dealing courteously with patients’ queries and requests
* Making appointments for patients with the doctors, nurses and all other primary care staff
* Making appointments, helping patients and taking messages
* Ensuring that accurate messages are recorded and delivered to
the correct person. Attending practice meetings
* Filing patient records and retrieving the records when necessary.
* Recording requests for home visits, ensuring that all requests are
passed to the relevant doctor.
* Using SystmOne, deal with workflow and tasks on a daily basis.
* Mark up and distribute post ready for Scanning.
* Scan letters into patient records and enter relevant data onto the
computer system.
* Collecting and recording practice statistics for audit purposes.
* To carry out general clerical duties, including filing, photocopying,
laminating and the use of other equipment as required.
* Perform any other appropriate duties as may be delegated from
time to time by the Practice Manager or Deputy Practice Manager
* Taking requests from patients for medication either by post or online via patient online request or MOL.
* Issuing repeat prescriptions electronically
* Dealing with prescription queries
* Performing prescription call back
Where you’ll work
WHITTINGTON MOOR SURGERY
SCARSDALE ROAD
CHESTERFIELD
S41 8NA
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
ACCESS TRAINING (EAST MIDLANDS) LTD
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
* Apprentices will be allocated a Trainer Assessor and training will be planned and delivered in conjunction with the employer to meet the individual needs of the apprentice.
* The apprentice will spend 20% of their working hours in off the job activities and training.
* On the job and off the job training will be delivered in the
workplace.
Requirements
Essential qualifications
GCSE in:
* English (grade Grade C/4 or Above)
* Maths (grade Grade C/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
* Administrative skills
* Number skills
* Team working
* Initiative
* Non judgemental
* Patience