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Reception and Business Support Apprentice
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New and Challenging Role for a Medical Reception and Business Support Team
This is a new and challenging role for a confident person who can keep calm under pressure to become part of a well-established medical reception and business support team. This position will include face-to-face contact with patients and assisting with telephone enquiries and administrative duties.
Responsibilities
Responsibilities will vary but will include:
- Supporting a busy reception/administration team in dealing with patients both face-to-face and over the phone
- Booking patients in for routine appointments and handling general enquiries both directly to patients and over the phone as necessary
- Liaising with GPs and other NHS partners
Administration Tasks:
- Scanning of documents
- Photocopying notes and reports
- Filing patients' notes and marrying together new patient notes
- General administration tasks as necessary
Other duties will involve computer-based tasks.
Accurate record-keeping is vital within the surgery, so a good attention to detail ensuring all paperwork is completed to a high standard is expected. Understanding, tact, and respect for all patients who visit the surgery are also essential.
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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
- Full Customer Service Level 2 - Standard
- On the job training to support role development
- Employer will allocate dedicated training time for off the job training as required for the qualification
- Off the job support for qualification requirements - learner will need to attend college for one full day per month and this will be supported by regular remote training and site visits
- Functional Skills Support (maths, English) - if required
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