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Customer Service Practitioner Apprentice CLINICARE HEALTH SUPPORT SERVICES LTD

A fantastic opportunity to join our growing team as a Customer Services Booking's Adviser working within our healthcare department of our medical practice. You'll be fully trained and develop your confidence on reception with patients both face to face and on the phone and support the team, gaining key experience in a customer focused role.

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Closing date: 25 Jul 2022

Apprenticeship summary

  • Weekly wage

    £180.38 - £255.00

  • Working week

    Monday - Friday between 8.00am and 6.30pm

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    01 Aug 2022

  • Date posted

    01 Feb 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

This role will be predominantly based in our Bookings Service Team and in your first 6 months our focus will be to training you the Booking Service Advisor side of your role and once your fully competent in this role you will then have the opportunity to learn the Care Navigator side of your role which we will support you through out and you'll gain some excellent transferable skills.

You may be required to work at both our Robin Lane Health and Wellbeing Centre and Manor Park Surgery. Once trained you'll 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. 

You will also be trained on complying with employment policies and procedures, with due regard to clinical information governance policies and procedures.

Duties will include:

  • 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

If you’re up for the challenge and would like to work with in a doctor’s surgery reception office environment don't hesitate apply now!

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

  • GCSEs at grades A*- C/9-4 (or equivalent) in maths and English

Future prospects

  • Opportunity to progress on to a higher-level apprenticeship qualification and potential permanent role after successful completion of the apprenticeship

Things to consider

  • All applications are being managed by Bradford College Apprenticeships
  • Do not contact this employer directly
  • This vacancy may close sooner than the closes date so please don’t delay apply now

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 City Training Services


Donna Hudson 01274 728316

Level 2 Customer Service Practitioner apprenticeship standard, which includes:

  • Level 1/2 Functional Skills in maths and English (if required)
  • End-Point Assessment (EPA)

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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