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Care Navigator / Reception Apprentice
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Role Overview
The purpose of the Apprentice Care Navigator is to interact with patients to provide and process information in response to enquiries, concerns and requests about the NHS and practice services. If you want to kick start your career within the NHS, this is a great opportunity!
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What You'll Do at Work
- Monitoring the online triage system throughout the day in the hub with the on-call doctor and non-clinical staff (Receptionists), working as a team
- Patient contact and communication:
- Answering phone calls and responding to patient queries
- Explaining how the digital triage system works and helping patients submit requests online in the practice
- Reassuring patients and managing expectations about response times
- Communicating outcomes to triage decisions when required
- Appointment and task management:
- Booking appointments based on triage outcomes from the on-call GP
- Cancelling, rebooking, or rearranging appointments
Where You'll Work
SHELLEY LANE
KIRKBURTON
HUDDERSFIELD
HD8 0SJ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
NATIONAL BUSINESS COLLEGE LIMITED
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Training Course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What You'll Learn
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
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- 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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Training Schedule
You will attend National Business College in Huddersfield, one day per fortnight for off-the-job training
Essential Qualifications
- GCSE in:
- English (grade 4)
Desirable Qualifications
- GCSE in:
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Administrative skills
- Logical
- Team working
- Initiative
About This Employer
Our aim is to work in partnership with our patients and staff to provide a safe, effective, caring and responsive service for our community. Taking pride in making a positive difference in people's lives by enhancing the local services made available to them in a well-led, forward-thinking organisation.
After This Apprenticeship
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- To develop into a receptionist or administration role within the practice
Ask a Question
The contact for this apprenticeship is: NATIONAL BUSINESS COLLEGE LIMITED
Keely Carleton
keely@nationalbusinesscollege.co.uk
The reference code for this apprenticeship is VAC2000053750.
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