Apprentice Care Navigator

Summary

This is a customer focused role that is process driven. Majority of times on the phones, however front desk duties and care navigation triage. You must be able to deliver to a set objective – navigating patient calls to reach the most appropriate outcome for the care need, with a solid understanding of the routes available to that patient.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Business administrator (level 3)

Hours

Monday to Friday - exact shifts to be agreed upon with successful candidate.

37 hours 30 minutes a week

Start date

Sunday 1 June 2025

Duration

1 year 6 months

Positions available

1

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

Answering all incoming patient calls
Using integrated systems
Book appointments with the appropriate clinician
Signpost patients to alternative services or information sources
Dealing with patient queries, primarily over the phone
Administration duties and data entry

Where you'll work

ABBEY RISE
TAVISTOCK
PL19 9FD

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

PMA LTD

Your training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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

Care Navigation Training
A wide range of eLearning
Answering phones
Dealing with the public
Conflict resolution

Requirements

Desirable qualifications

GCSE in:

English (grade C / 4 or above)
Maths (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
Customer care skills
Problem solving skills
Administrative skills
Team working

About this company

Tavyside Health Centre is a GP Surgery located in Tavistock with a branch site in Lifton. We have 13,700 patients. Run by 8 GP partners and support by Practice Manager.

After this apprenticeship

The apprentice once completed would be considered for a permanent role within the health sector.

Ask a question

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