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 surgery Maintain and monitor the practice appointment system Process personal, telephone, and e-requests for appointments Contact patients to book follow-up care/appointments (including appointments 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’ requests 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 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 tbc.

Training Outcome:
It is hoped that the successful applicant will continue to work on a full-time basis with Caxton surgery 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 Caxton Surgery 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:
The Caxton Surgery is one of the leading GP practices in Oswestry and it is located at Oswald Road, Oswestry, Shropshire, SY11 1RD.

Working Hours :
32 hours a week shift pattern. Exact working days and hours TBC.

Skills:
Communication skills,IT skills,Organisation skills,Team working,Patience,Confidentially,Customer service experience