Summary
Join Teldoc as a Call Centre and Front of House Administrator Apprentice, where you’ll support patients and healthcare professionals in a busy environment. This is an excellent opportunity to gain valuable experience in the healthcare sector, improve your administrative and communication skills, and make a real difference to patients' lives.
Wage
£14,133.60 a year
Training course
Business administrator (level 3)
Hours
Between 8am-6:30pm on rota.
36 hours a week
Possible start date
Monday 21 April
Duration
1 year 6 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 be the first point of contact for all visitors and patients
* To book in patients and visitors in accordance with practice appointments and visitor’s procedures
* Booking and amending patient appointments as per EMIS Searches and Call list
* Answer telephone calls and whenever possible complete calls within the defined average time frame, manage these calls in a controlled and professional manner
* Communicate effectively in a healthcare environment with colleagues as well as with callers/patients. Deal with callers with empathy, respect and consideration. Deal with difficult callers in a calm and professional manner
* Answering incoming & outbound telephone calls i.e. booking of appointments, managing all queries from both patients and professionals and redirecting appropriately
* The retrieval and filing of patient notes and correspondence as necessary
* Understanding basic recalls, blood forms and reviews.
* To become familiar with practice procedures and protocols, and comply with them
* Building overviews and templates
* Participate in further training to enhance skills and knowledge of healthcare protocols
* Potential for additional responsibilities, such as mentoring new apprentices or team members
Where you’ll work
This apprenticeship is available in these locations:
* Haughton Road, Shifnal, TF11 8DD
* Euston House, Euston Way, Town Centre, Telford, TF3 4LY
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
TELFORD COLLEGE
Your training course
Business administrator (level 3)
Equal to A level
Course contents
* Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
* Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
* Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
* Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
* Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
* Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
* Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
* Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Your training plan
* One day every other week at Telford College
* Assigned mentor in the workplace
Requirements
Essential qualifications
GCSE 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
* Organisation skills
* Customer care skills
* Microsoft Office
* Interpersonal skills
* Work well under pressure
* Adaptability
* Self-motivated
Other requirements
This role is a split location on a rota, between Euston House and Shifnal & Priorslee Medical Practice. Successful candidates will be expected to travel between both sites on a rota basis.