Patient Services / Sales Co-ordinator Apprentice

Summary

Interested in a career in a fast paced office environment? If yes, we have the apprenticeship for you. This is a varied apprenticeship entailing administration functions, as well as customer service and sales. The role involves supporting patients with enquiries, whilst managing bookings. The role supports business growth too.

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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The employer will offer pay progression opportunities throughout the apprenticeship

Training course

Business administrator (level 3)

Hours

Monday to Friday 9am to 5pm

37 hours 30 minutes a week

Start date

Monday 7 July 2025

Duration

1 year 3 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

Sales and Conversion Responsibilities:

• Act as the first point of contact for all new enquiries, demonstrating in-depth knowledge of clinic services to convert leads into bookings.
• Respond to inbound calls, emails, and website queries promptly and professionally in line with organisational guidelines/KPI’s and with a focus on maximising conversion.
• Maintain and update the relevant patient lead databases, tracking conversions, reasons for non-conversion, and follow-up actions.
• Conduct outbound follow-up calls to warm leads, potential self-pay patients, and historic non-conversions to re-engage interest.
• Regularly feedback to and collaborate with the Senior Leadership Team on any patient enquiries, promotions, or trends impacting uptake.

Commercial Awareness:

• Keep up to date with treatment pricing, offers, and consultant availability to provide accurate, tailored advice to prospective patients
• Assist with targeted initiatives to drive bookings and promote clinic services
• Identify opportunities to cross-sell relevant treatments or services based on patient needs

Patient Experience and Administration:

• Deliver exceptional service across the entire patient journey, ensuring a consistent and positive impression from first enquiry to follow-up
• Ensure patient administration systems are accurately updated with enquiry source, relevant notes, documentation, and prices
• Manage incoming patient enquiries to ensure appropriate and accurate bookings, cancellations, and rebooking
• Collaborate with other Administration Staff to ensure the exceptional service to consistent across both private and NHS patient pathways.
• Fulfil all reasonable requests from patients to ensure their satisfaction and safety
• Liaise with Clinical staff, Consultants, Administrative staff, Optometrists and GP’s internally and externally as necessary
• Undertake general typing, filing, and document administration
• Develop strong working relationships with senior management and administrative personnel for effective and smooth operations
• Report any maintenance issues immediately to line manager
• Provide ad-Hoc support to other business functions as and when required

The above is not an exhaustive list of duties and you will be expected to perform different tasks as required by your changing role within the organisation and the overall needs of the business.

Where you'll work

50 Lode Lane
B91 2AW

Training

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

College or training organisation

THE NVQ TRAINING CENTRE LIMITED

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

Teaching and learning the skills, knowledge and behaviours within Business Administration

Requirements

Essential qualifications

GCSE or equivalent in:

maths (grade 4 / C or above)
English (grade 4 / C 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

Administrative skills
Attention to detail
Communication skills
Customer care skills
Initiative
IT skills
Number skills
Organisation skills
Patience
Problem solving skills
Sales Skills
Team working

Other requirements

Have you checked the suitability of the pay, hours and location prior to applying for this apprenticeship?

About this company

Comprehensive, specialist service for the diagnosis and treatment of all eye conditions.

After this apprenticeship

On successful completion of this apprenticeship the employer will offer long term career progression and development opportunities

Ask a question

The contact for this apprenticeship is: