Customer Service Specialist Apprenticeship

Customer Service Excellence:

Act as the first point of contact for patients and visitors, delivering a professional and welcoming experience. Maintain a clean, organised reception and waiting area, including refreshment facilities. Monitor clinic lists and communicate delays with empathy and clarity. Respond to incoming calls and messages (including via Salve App) with a focus on first-time resolution. Liaise with clinical and administrative teams to support patient needs.

Administrative Duties:

Use digital platforms to book appointments, tests, and investigations; take payments and issue receipts. Register new NHS referrals and manage their administrative pathway. Prepare clinics for doctors, ensuring all documentation is complete. Handle inbound/outbound calls in line with KPIs. Issue accurate patient information, cost estimates, invoices, and consents at appropriate stages. Provide medical records in line with policy and assist with archiving and scanning documentation.

Systems and Record Keeping:

Maintain accurate, timely patient records using Care’s digital systems. Update demographic details and communication logs. Use the CIS Patient Dashboard to manage patient progress and status.

Financial Transactions:

Take payments, issue invoices, and chase outstanding accounts. Handle financial queries professionally and escalate when necessary.

Team Collaboration:

Support colleagues with documentation, appointments, and patient communication. Work closely with Central Carepals and wider teams to ensure seamless service. Participate in team meetings, forums, and development projects.

Information and Advice:

Provide inclusive, compassionate care that meets diverse patient needs. Stay informed on regulatory frameworks through induction, training, and competency assessments.

Governance and Safety:

Follow standard operating procedures and maintain accurate records. Comply with HFEA Code of Conduct, Care SOPs, infection control, safeguarding, and health & safety policies. Use Datix to report incidents and near misses, promoting a culture of learning and integrity. Complete mandatory training and engage with learning pathways.

Confidentiality and Data Protection:

Handle patient data responsibly, in line with GDPR 2016 and the Data Protection Act 2018. Maintain confidentiality in accordance with HFEA and Care’s SOPs.

Professional Developement:

Stay up to date with clinical protocols and SOPs. Engage in personal development reviews and competency assessments. Take ownership of learning, skill development, and revalidation.

Training Outcome:

After completing a Customer Service Specialist Apprenticeship, learners can progress into roles such as Senior Customer Service Advisor, Team Leader, Customer Experience Coordinator, Account Manager, or Operations Supervisor. They may also continue onto higher-level apprenticeships in management, leadership, or business operations.

Employer Description:

Care Fertility Birmingham is known for its highly experienced clinical team, modern facilities, and consistently strong patient feedback. Our specialists have worked in fertility care for many years, bringing depth of expertise, reassurance, and clear guidance to every treatment journey. 

As a trusted NHS partner, our Birmingham clinic provides both NHS-funded and private fertility treatment, delivered to the same high clinical standards. This means eligible patients can access funded care alongside personalised private treatment, all supported by the same expert team. 

Working Hours :
Monday to Friday, 9.00am to 5.00pm. May work evenings and weekends.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working,Patience