Customer Service Apprentice
Published: Sep 04, 2017
Modbury Health Centre are looking to take on an apprentice to provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
The Apprentice’s Role
The successful apprentice will ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. You will deal with all general enquiries, explain procedures and make new and follow-up appointments.
Using your own judgement and communication skills, you will ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. You will explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
In addition, you will receive and make telephone calls as required, divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. You will enter requests for home visits into the visit screen, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. You will also advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
You will be involved in data entry of customer information and ensure that all new patients are registered onto the computer system promptly and accurately. You will retrieve medical records, assist the completion of medical/insurance records and file patient records and correspondence in patient medical records. You will assist to maintain the computer clinic system in an accurate and secure manner, assist with the gathering of statistics and information when required and undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Development Manager.
Working Hours: You will be working 37 hours per week, Monday to Friday, 8.30am – 5pm.
Wages: Between £4.00 – £5.00 per hour. This will be a weekly wage of £148.00 – £200.00 per week. Any overtime above the 40 hours per week, will be paid at the appropriate national minimum wage depending on age.
Holiday: 28 days holiday entitlement, including bank holidays, will be paid each year, during the course of your apprenticeship.
Modbury Health Centre is situated in the middle of Modbury. An historic market town set in a beautiful rural location.
Their 4 GPs, 3 nurses and HCA provide high quality care to their 4260 patients and to many holidaymakers who visit the area. They are a very friendly practice and are very much a supportive team to both patients and staff.
The receptionists are a very important part of their support team. They have 'front line' responsibility of showcasing the level of professionalism and customer service given to patients.
We are looking for an enthusiastic apprentice receptionist with good communication and interpersonal skills to join Modbury Health Centre.
This is a varied, rewarding and challenging role which will suit people who can cope with a demanding environment and lots of patient contact both face to face and on the telephone.
This will be the first time Modbury Health Centre would have invested in the apprenticeship programme.
There will be the opportunity to progress onto a level 3 qualification and ultimately onto permanent position within the company.
The post will require you to have maturity when handling confidential data and have excellent attention to detail. You will have good verbal and written communication skills, knowledge and confidence in using a variety of IT applications and effective keyboard skills. You will have confidence in using the telephone, the ability to effectively prioritise workload and work to deadlines and excellent organisational skills.
You will be of a mature nature and have the genuine desire to succeed. You will be conscientious, kind and considerate to others and be empathetic when dealing with people. You have a strong work ethic and be able to work independently as well as being an effective team member. As at times you will the first point of contact for the Practice, you be of smart appearance and very personable.
GCSE pass grades (A – C) in both Maths and English. ICT would also be an advantage.
The Apprenticeship in Customer Service consists of:
Most aspects of your training will be delivered on-site by the employer, where you will gain all the skills, knowledge and experience to assist you in this role. Your duties will vary from day to day, and throughout your on-site learning process you will work closely with experienced members of staff.
You will have regular visits every six to eight weeks from your designated assessor, who will help you and monitor your progress throughout your apprenticeship programme.