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Booking Services Adviser and Care Navigator Apprentice CLINICARE HEALTH SUPPORT SERVICES LTD

A fantastic opportunity to work within the healthcare sector within a growing medical practice. This is a great opportunity for someone who’s wanting to develop their career, and gain key experience in a customer focused role.

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Closing date: 30 Sep 2021

Apprenticeship summary

  • Weekly wage


    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday - Friday 7.5 hours per day between 8.00am and 6.30pm

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    13 Oct 2021

  • Date posted

    29 Jun 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

We envisage that this role will be predominantly based in our Bookings Service Team. The first 6 months which will be focussed on learning the Booking Service Advisor position and once fully competent in this role, the postholder will start to learn the Care Navigator

Position which could be based at Robin Lane Health and Wellbeing Centre and Manor Park Surgery.

To provide an excellent service to patients telephoning the Booking Services Team or face to face at the reception desk in a caring and efficient manner, ensuring customer queries are resolved and care navigating patients to appropriate services. 

The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.


  • To effectively handle all queries that come into the Booking Services Team (inbound and outbound) and /or Care navigator team including problem solving where relevant and escalating matters where appropriate or sign posting elsewhere if necessary
  • To be vigilant of calls waiting, ensuring you respond promptly and positively
  • To book appointments for patients in an efficient manner ensuring they are booked into the surgery in the correct way and for the correct length of time
  • To effectively cancel any appointments and re-arrange them for a future date where relevant
  • Transfer calls to appropriate departments
  • Process requests from external providers and effectively relay information to patients in a timely manner
  • Carry out recalls whilst encouraging patients to attend appointments which are due
  • To ensure GP's are kept up to date with any relevant new information about the patient to enable them to receive the correct level of care
  • To treat patients fairly and with respect
  • Informing patients of test results and following up with instructions from clinicians
  • Carrying out administrative duties which include scanning, recalls, tasks, e-consultations and transport booking to ensure patients are being informed and treated in the correct way
  • Processing 111 and Out of Hours data received by the practices
  • Triage situations to ensure that the correct level of care is being provided
  • To follow Team protocols
  • Inform patients of efficient processes which they are required to follow
  • Ensure patient records are accurate and kept up to date and that all patient contacts are documented in the system
  • To Communicate effectively with patients, colleagues, clinicians and external service providers
  • To obtain and supply documents as requested by the patient, GP, or Manager in a timely manner when required
  • Attend and positively contribute to team meetings
  • Support and positively influence the team and company culture
  • Foster a culture of teamwork by assisting colleagues when workload permits
  • Recommend process improvements
  • Recognise and alert the team leader/manager of trends in customer contacts
  • To be knowledgeable of the duties and procedures which are carried out by clinicians in order to book the correct appointments
  • Communicating effectively with colleagues, clinicians and external service providers
  • Fully comply with all company Health and Safety requirements
  • Informing patients of external health care providers where they may be able to receive treatment; I.e. Shakespeare Walk In Centre, Travel Clinics, Sexual health clinics
  • Support a service where we want patients to feel that they are being treated fairly with respect and compassion
  • Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP
  • Communicating effectively with local pharmacy staff and resolving/investigating any queries they may have
  • To obtain and supply documents as requested by the patient, GP, or Manager in a timely manner when required

Requirements and prospects

Desired skills

  • Excellent Customer Service experience
  • Computer literate in excel, word and outlook
  • Good Listening skills
  • Attention to detail and accuracy
  • Stress tolerance when dealing with increasing number of calls and/or difficult patients
  • Professional verbal and written communication skills are essential
  • Act and communicate with empathy and customer focus
  • Strong interpersonal and relationship-building skills
  • Excellent command of spoken and written English

Personal qualities

  • Confident, positive and enthusiastic approach each time you interact with a customer
  • Able to demonstrate flexibility and adaptability in a changing environment
  • Able to work constructively with internal and external parties to resolve issues at source
  • Able to receive and act appropriately on developmental feedback
  • Able to multi-task

Desired qualifications

A minimum of 5x GCSE’s to include Maths and English at grade C/4 or equivalent.

Future prospects

Potential permanent role after successful completion of the apprenticeship.

About the employer

We are a progressive GP Practice in the centre of Pudsey. Our mission is to improve the health and wellbeing of the local population so that they live longer and healthier lives that are full, active and meaningful.




Robin Lane


LS28 7DE

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Training provider


Applications for this apprenticeship are being processed by Leeds City College


Leeds City College 0113 2846464

Mode of delivery: Delivered entirely in the work place.

Course content:

A Level 2 Apprenticeship is delivered entirely in the workplace where you will gain knowledge, understanding and skills on the job. An Assessor from Leeds City College will visit you on a regular basis to complete your college work.

Units of study:

  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Product and service knowledge
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge
  • Developing self
  • Being open to feedback
  • Team working

Functional Skills qualifications:

  • Level 1 Functional Skill in English
  • Level 1 Functional Skill in Maths
  • Level 1 Functional Skill in ICT

+ Employment Rights and Responsibilities.

+ Personal Learning and Thinking Skills.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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