Receptionist/Administrative Apprentice

As part of the Oaklands Health Centre Team, you will be responsible for undertaking a wide range of administrative and reception duties. Duties can include but are not limited to, the processing of information (electronic and hard copy) in a timely manner, liaising with multidisciplinary team members and external agencies.

About the Role

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

About Us

Oaklands Health Centre is a GP Practice in the seaside town of Hythe. We are a team of 2 GP Partners, 3 Salaried GPs, 4 Advanced Nurse Practitioners, 2 Practice Paramedics, 3 Practice Nurses, 1 Nursing Associate and 3 Health Care Assistants. We are the Lead Practice for the Primary Care Network, Folkestone and Hythe Rural.

We aim to:

• Provide high-quality accessible primary medical care
• Follow up-to-date guidelines for best clinical practice
• Ensure and support continued professional development of the Primary Health Care Team
• Provide an open, safe and pleasant environment for staff and patients alike
• Treat all patients in a polite, fair and equitable manner

Apprenticeship Details

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

Course Contents

• Business focused service delivery: Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Business focused service delivery: Find solutions that meet your organisation's needs as well as the customer requirements
• Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Providing a positive customer experience: Demonstrate a cost-conscious mind-set when meeting customer and the business needs
• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• 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
• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Service Improvement: Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
• Service Improvement: Make recommendations based on your findings to enable improvement
• Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice