The opportunity to work in the health care sector.

To support the medical staff and patients by providing a welcoming presence and performing a variety of tasks.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Greeting patients: Welcoming patients and visitors in person or over the phone
• Scheduling appointments: Making, cancelling, and rescheduling appointments
• Entering patient information: Entering patient details into IT systems, including demographic information and insurance cards
• Managing patient records: Ensuring patient records are accurate and confidential
• Directing patients: Directing patients to the appropriate department or where to go within the facility
• Answering phones: Answering phones and forwarding calls to the appropriate party
• Providing information: Providing on hospital services and procedures
• Assisting patients: Assisting patients, doctors, and nurses
• Preparing patients: Preparing patients before their appointments
• Informing medical staff: Informing medical staff when a patient has arrived or is waiting
• Handling correspondence: Handling correspondence and file transfers

Where you'll work

CHAPEL LANE
STOKE ON TRENT
ST6 2AB

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

STOKE ON TRENT COLLEGE

Training course

Customer service practitioner (level 2)

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
• 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.