Apprentice Patient Care Coordinator

WOODCOCK ROAD SURGERY

NORWICH (NR3 3UA)

Closes on Friday 1 May 2026

Posted on 27 March 2026

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Summary

The successful candidate will be working as a key part of the Practice team, working alongside administration colleagues and supporting the clinical team to manage a busy caseload and deal with a wide range of health needs in the primary care setting.

Wage

£15,600 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

- Competitive pay, 5 weeks annual leave plus bank holidays

Training course
Customer service practitioner (level 2)
Hours
Mondays 8am – 1pm. Tuesdays 8am – 1pm. Wednesday 8am – 1pm (1.30pm – 5pm off the job training). Thursdays 8am – 6pm. Fridays 8am – 6pm.

37 hours 30 minutes a week

Start date

Monday 4 May 2026

Duration

1 year

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

Main duties and responsibilities –

  • Maintaining and monitoring the Practice appointments system
  • Acting on electronic tasks to book appointments, deliver messages to patients, process electronic referrals etc
  • Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
  • Processing electronic requests, whether received via Footfall (Practice Website) or email, or by other means
  • Be able to cover all reception positions as necessary
  • Answering the telephone and conveying message
  • Accepting requests for repeat prescriptions, checking regularly both the electronic and paper routes for repeat prescription requests
  • Sorting the mail and completing 
  • Scanning processes
  • Processing incoming requests for medical reports, prescriptions or other enquiries and ensuring they are forwarded to the correct staff members for completion
  • Dealing with requests for test results
  • Taking details of requests for medical certificates of any kind, insurance forms and any others requested and dealing with them efficiently and promptly
  • Referring patient suggestions/complaints/comments directly to the Practice Manager for further discussion
  • Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
  • Registrations of new patients
  • Process patients change of address (have knowledge of practice area)
  • Scanning of mail onto computer system and completing workflow
  • Processing daily Pathlinks appointments ensuring patients have appointments booked according to instructions given by GPs when results received
  • Maintaining a basic knowledge of repeat prescriptions so that should it be necessary, you can issue from the computer record in line with Practice policy and protocol
  • Ensure that the consulting rooms and waiting area are checked at the end of each consulting session and left clean, tidy and secure

Start and End of Day Procedures -

  • Be able to open up premises at the start of the day, unset alarm and ensure that all equipment such as fax machines, computers, printers and photocopiers are ready and make all necessary preparation to receive patients
  • Be able to secure premises at end of day, checking all windows, doors are closed, toilets empty, internal lights off, fax is full of paper, all other equipment is off and alarm activated

Where you'll work

29 WOODCOCK ROAD
NORWICH
NR3 3UA

Training

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

Training provider

POULTEC TRAINING LIMITED

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Training schedule

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4)
  • Maths (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Organisation skills
  • Customer care skills
  • Administrative skills
  • Analytical skills
  • Team working
  • Initiative
  • Non judgemental
  • Patience

Other requirements

Able to get in to work for 8am start, please think about the commute if you're not able to drive.

About this employer

We are a busy City Doctors surgery, providing services for 8,500 patients.

Our team includes 4 GP Partners, 1 Salaried GP, 2 Nurses with a variety of skills including Sexual Health and Diabetes Management, a Health Care Assistant and a Phlebotomist. We are also pleased to welcome PCN employed colleagues and are joined each week by a Physiotherapist, a Mental Health Nurse, a Clinical Pharmacist and a Physician's Associate.

http://www.woodcockroadsurgery.nhs.uk (opens in new tab)

Company benefits

  • NHS pension
  • Uniform
  • Complimentary Refreshments (all tea, coffee, water cooler)
  • Free parking
  • Training opportunities and development
  • Annual salary review
  • Social events
  • Structured environment with regular appraisal and feedback 

Disability Confident

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Permanent employment at the practice. 

Ask a question

The contact for this apprenticeship is:

POULTEC TRAINING LIMITED

The reference code for this apprenticeship is VAC2000023656.

Apply now

Closes on Friday 1 May 2026