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Apprentice Practice Services Advisor
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Churchmere Medical Group Recruitment for Practice Services Apprentice
Churchmere Medical Group is currently recruiting for two Practice Services Apprentice positions: one for the Ellesmere site and one for the Whitchurch site. The practice is keen to invest in future employees from an early stage. The successful applicant will gain valuable experience working within an NHS setting.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
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 appointments for family planning and minor surgery) and pass on messages from other members of the practice
- Answer incoming phone calls, transfer calls or deal 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
- 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
Where you'll work
You can select which locations you want to apply for in your application on Find an apprenticeship.
This apprenticeship is available in these locations:
- Churchmere Medical Practice, Trimpley Street, Ellesmere, SY12 0DB
- Clayton Health Centre, Pauls Moss, Whitchurch, SY13 1FQ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SBC TRAINING LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
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Business focused service delivery:
- Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisations needs as well as the customer requirements
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Providing a positive customer experience:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
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Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Analyse your customer types, to identify or anticipate their needs and expectations when providing your service
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Customer Service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations take into account historical interactions and challenges to determine next steps
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Service Improvement:
- Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
Customer Service Specialist Level 3
Apprentices will gain experience in managing priorities and their 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
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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 observations as well as a professional dialogue and interview
Further training details to be confirmed
Essential qualifications
GCSE in:
- English (grade 4)
- Mathematics (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Other requirements
The successful applicant will work on a rotational basis, spending two days each week between our Ellesmere and Whitchurch practice sites. This is a great opportunity to gain experience across both locations, working with a friendly and supportive team.
This vacancy is being managed by SBC Training on behalf of this company. By submitting your application, you are consenting to allow SBC Training and Churchmere Medical Group to contact you in connection with your application.
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.
https://www.churchmere.co.uk/ (opens in new tab)
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
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.
Contact for this apprenticeship
SBC TRAINING LIMITED
Dave Collins
dave.collins@sbc-training.co.uk
01743454810
The reference code for this apprenticeship is VAC2000053034.
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