Customer Service & Care Navigator Apprenticeship at Wells City Practice Wells City Practice

Our Care Navigators project a positive and friendly image to patients and other visitors. As our apprentice you will receive and direct patients in accessing the correct service or healthcare professional in a courteous, efficient and effective way and undertake a variety of administrative duties to assist in the smooth running of the practice.

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Closing date: 08 Mar 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday 8am to 6.45pm We open until 8pm 1 evening per week and expect all of our Care Navigators to take a turn in rotation, upon completion of all training. This works out at around 1 week in 9.

    Total hours per week: 30.0

  • Expected duration

    15 Months

  • Possible start date

    18 Mar 2024

  • Date posted

    24 Jan 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    2 available

What you will do in your working day

  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
  • Deal with all general enquiries, explain procedures and make new and follow-up appointments, either over the telephone or face to face
  • Add all visit requests onto the duty doctor’s telephone triage list with a contact number and brief reason for visit
  • Processing and distributing incoming mail
  • Filing and retrieving paperwork
  • Processing repeat prescriptions in accordance with practice guidelines
  • Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
  • Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
  • Providing administration assistance as required from time to time, including filing, photocopying, and scanning
  • Keeping the reception area, noticeboards, and leaflet dispensers tidy and free from obstructions and clutter
  • Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
  • Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed
  • Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
  • Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
  • Ensure the kitchen is kept clean and tidy in turn with other staff
  • Premises: Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients
  • When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated
  • Ensure that all new patients are registered onto the computer system promptly and accurately
  • Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager

The training you will be getting

  • Customer Service Practitioner Level 2 apprenticeship standard
  • Functional Skills in English and maths if required
  • End Point Assessment:
  • Presentation; Practical Observation; Professional Discussion

What to expect at the end of your apprenticeship

We are committed to supporting our staff with any appropriate training. There is the potential for permanent employment at the end of the apprenticeship.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Administrative skills, Number skills, Team working, Initiative, Non judgemental, Patience


GCSE or equivalent English and/or maths (Grade A*-C/9-4) Desired

Things to consider

Please consider how you will travel to the place of work, particularly if you rely on public transport.

About the employer

Wells City Practice has a current patient list size of approximately 8400. We have 5 GP Partners, 2 Salaried GPs and a range of other Healthcare professionals. We are also a training practice so regularly have GP Registrars as part of this team. We are located in the beautiful Cathedral City of Wells in the Mendip region of Somerset.


Wells City Practice






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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Philippa Bancroft

07917 923622

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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