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Apprentice Medical Receptionist and Call Centre Operative
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If you’re a great communicator with a positive attitude and a passion for helping people, this is the role for you. As an Apprentice Receptionist and Call Centre Operative, you’ll be the first point of contact for patients and support the team with a full range of reception and administrative duties.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Job Summary:
- Receive and make telephone calls.
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
- 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.
Job Responsibilities:
- Ensure an effective and efficient service is provided to all patients, callers, and any other visitors to the practice, both via the telephone and at reception.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Ensure patients with no prior appointment but who need urgent consultation are seen in accordance with practice guidelines.
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure relevant procedures are completed.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.
- Inform patients of test results as required.
- To act as a chaperone when required by the clinician and make a record in patient’s notes after the examination.
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Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
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Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Requirements:
- You will be required to spend long periods of time working on a computer.
- East Norfolk Medical Practice operates over four sites; therefore, transport will need to be considered.
- All appointments are made subject to satisfactory reference and evidence checks being carried out - prior to appointment - and you will be required to undergo a DBS check and pre-employment occupational health assessment.
- You may also be required to undertake psychometric profiling.
ENMP provides the opportunity to meet people from all walks of life while enjoying the job satisfaction of being an integral part of a supportive team.
We are committed to our responsibilities under the Equality Act and welcome applications from all who believe they have the essential requirements for the job.
We offer a great range of benefits, including enrolment into the NHS Pension Scheme, access to a Blue Light Discount Card, and support through our Employee Assistance Programme.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
It is intended that - providing you successfully complete your apprenticeship - you will become a permanent member of staff.
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