Customer Service Specialist Apprentice

The following are core responsibilities:

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice Maintain and monitor the practice appointment system Process personal, telephone and e-requests for appointments. Contact patients to book follow-up care/appointments (including appointment for family planning and minor surgery) and pass on messages from other members of the practice Answer incoming phone calls, transferring calls or dealing with the callers’ request appropriately Signpost patients to the correct service Initiating contact with and responding to, requests from patients, team members and external agencies Clinically code data on EMIS Data entry of new and temporary registrations and relevant patient information as required Input data into patients’ healthcare records as necessary Direct requests for information, i.e., SAR, insurance/solicitors’ letters and DVLA forms to the administrative team Manage all queries as necessary in an efficient manner Maintain a clean, tidy, effective working area at all times Support all clinical staff with general tasks as requested Complete opening and closing procedures

Training:
Customer Service Specialist Level 3 Apprentices will gain experience in managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others. Skills, Knowledge and Behaviours – Learners and employers will have a range of options to select from that cover each knowledge module of the apprenticeship standard. Functional Skills - These provide practical skills to help gain the most out of work, education and everyday life. Learners will complete written and online tests if required. End point assessment - The End Point Assessment is the final stage of the apprenticeship. It comprises of observations as well as a professional dialogue and interview. Further training details to be confirmed.

Training Outcome:

It is hoped that the successful applicant will continue to work on a full-time basis with Churchmere Medical Group following completion of the apprenticeship (this will be dependent upon performance throughout the duration of the apprenticeship programme).

If it transpires that continued employment with Churchmere Medical Group is not the preferred option, the training, experience and qualifications gained throughout the apprenticeship will stand the apprentice in very good stead to gain future employment.

Employer Description:
In 2018, Ellesmere and Bridgewater Family Medical Practice and Claypit Street Medical Practice (Whitchurch) merged forming one new, larger practice to be known as Churchmere Medical Group. This will secure GP services for all practices, make possible a range of new innovative services, develop sustainable ways of working and attract and retain healthcare professionals more able to meet current and future challenges facing GPs and other practice staff.

Working Hours :
Monday to Friday, 8.00am/8.30am - 4.00pm/4.30pm. Shift pattern, days and shifts to be confirmed.

Skills:
Communication skills,IT skills,Organisation skills,Team working,Knowledge of Microsoft,Awareness of data security,Confidentiality