Apprentice Medical Receptionist.

Summary

Provide a high-quality service to all of our patients. Carry out registrations, book appointments, and maintain patient data. To provide an operational support service to all clinical and practice staff, ensuring good quality service delivery and confidentiality whilst working towards a Level 3 Customer Service qualification.

Annual wage: £9,984 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday. This will be a minimum of 30 hours a week over a rota basis. Shifts to be confirmed. Total hours per week: 30.00
30 hours a week
Possible start date: Monday 6 January
Duration: 1 year 3 months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

This is a great opportunity to work within a local surgery, and to work towards a Level 3 Customer Service Apprenticeship.

Duties for this role would include:

Send and receive notifications/tasks and emails in connection with work tasks
Assist with the recall system in advising patients of tests due
Complying with GDPR laws by assisting with Subject Access
Requests from patients
Reception
Book in all patients for appointment on arrival
Book new and follow-up appointments
Receive all telephone calls and deal with enquiries
Diversion of the telephone system when required
Receive log and forward requests for home visits
To contact patients if and when necessary
Help sign patients up to use online services
Answer general enquiries & explain practice procedures
Register new patients
Provide support on the practice’s procedures, including the computer system, to locum staff as required
Ensure that the reception area, and waiting room are tidied at the end of each day/session

This is not a comprehensive definition of the post. Postholders will be expected to undertake any work that comes within the remit of the post’s purpose. The job description will be kept under review and may be changed according to Practice requirements. Discussions on any major changes will be held with the postholder.

Where you’ll work

DOCTOR LANE

MIRFIELD

WF14 8DU

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

C.M.S. VOCATIONAL TRAINING LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Level 3 Customer Service Specialist apprenticeship standard, which includes:

Level 2 Functional Skills in maths and English (if required)
Full, on-the-job training will be provided by the employer, with 20% off the job training as a requirement
End-Point Assessment (EPA)
This apprenticeship is delivered in the workplace and 20% of your working time will be dedicated towards training and learning new skills. You will be allocated a tutor who will provide you with personal support and assessment at pre-arranged times.

Assessment is through a variety of methods including observations in the workplace, witness testimonies, product evidence and professional discussions. All evidence will be logged to your electronic portfolio.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade C/4)
Maths (grade C/4)

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
IT skills
Attention to detail
Organisation skills
Customer care skills
Team working
Initiative
Non judgemental
Patience
Good attendance record
Caring

Other requirements

Because of the nature of this work, this post is exempt from the provisions of section (42) of the Rehabilitation of Offenders Act 1974 (exemptions) Order 1975. Applicants for this post are not entitled to withhold information about convictions that for other purposes are spent under the provisions of the Act and in the event of employment, any failure to disclose such convictions could result in disciplinary action or dismissal. Any information given will be completely confidential and will be considered only in relation to an application for a position to which this order applies. DATA PROTECTION ACT - All members of staff are bound by the requirements of the Data Protection Act 1998 and any breaches of the Act or confidentiality within the role could lead to dismissal.

About this company

Surgery Hours. Monday to Friday 8.00am - 6.00pm each day. Patients who find it particularly difficult to attend in the daytime should ask about booking an evening appointment. Please note that the surgery is closed on a Tuesday afternoon once a month for training purposes. Specific dates are available at the surgery.

https://www.mirfield-healthcentre.co.uk/ (opens in new tab)

After this apprenticeship

Great prospects for progression to a full time position for the right candidate

Ask a question

The contact for this apprenticeship is:

C.M.S. VOCATIONAL TRAINING LIMITED

Mandy Hodson

mandy@cmsvoc.co.uk

01924 614523

The reference code for this apprenticeship is VAC1000289275.

Apply now

Closes in 10 days (Friday 13 December at 11:59pm)

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