Job summary
The Customer Service apprenticeship at Gloucestershire Hospitals NHS Foundation Trust is an excellent opportunity to gain valuable customer service and office skills and complete a Level 2 (intermediate) apprenticeship.
The Apprentice will be working in a busy environment dealing with queries from the public both face to face and over the telephone. You will need to be efficient, helpful and friendly. This role needs you to be organised and able to work accurately with an attention to detail. You will be required to have good typing skills and able to use IT programmes. GCSE grade D or above in English and Maths required.
The maximum working week is 37.5 hours per week, working Monday Friday, hours will be primarily 8.30 am 4.30 pm including an unpaid break of 30 minutes
Main duties of the job
The Apprentice will be working in a busy environment dealing with queries from the public both face to face and over the telephone
- Good communication skills both written and verbal
- Ability to work on own initiative, independently and as part of a team
- Ability to work under instruction, quickly and accurately
- Attention to detail and accuracy
- A professional telephone manner and customer service skills
- An enthusiasm to contribute to the Physiotherapy Reception Team
- Ability to work towards intermediate level competence in standard range of Microsoft Office Programmes, especially Excel and Access
- Knowledge of general office duties
- Reception or customer facing skills / experience
- Ability to work flexibly and able to prioritise work effectively
About us
The apprentice will be working across sites at Cheltenham General Hospital and Gloucestershire Royal Hospital to enable them to maximise their experience whilst on the apprenticeship. The preferred candidate will get to experience how the two departments work, getting to know both the admin and clinical teams and gaining the skills needed to be able to deliver a high standard of customer service to patients, staff and colleagues.
Throughout the apprenticeship journey you will:
- be supported in the workplace by a mentor
- have 20% off the job training to develop and enhance your learning
- be in regular contact with the Training Provider and the Lifelong Learning Team
- have access to a virtual learning platform
- receive support from your Training Provider, Manager/Mentor and the Apprenticeships and Careers Team
- attend workshops where you will have the opportunity to discuss and share
Job description
Job responsibilities
To attend all mandatory components of the Apprenticeship Framework including:
- Corporate induction
- GHNHSFT mandatory training
- Department based vocational assessments
- Progress review meetings
- To undertake training as required and agreed with the mentor, supervisor and external assessor and complete competencies relevant to the work area / department
- Deliver a high standard of customer service dealing with patients, and healthcare professionals to the Department. Maintain a smart professional appearance and keep Reception work area tidy.
- Dealing with telephone enquiries received into the department, booking of appointments over the telephone and dealing with potentially difficult telephone calls, seeking advice and help when required.
- Assist the process of prioritising patient referrals and taking self-referrals, seeking guidance and direction when needed, in order to give appropriate appointment/advice.
- To use verbal and nonverbal communication tools to communicate effectively with patients/carers. This may include patients/carers who may or may not have barriers to communication through language and cultural differences, cognitive or physical impairment e.g. deafness, blindness, depression.
- After training is able to check and update Trakcare in accordance with Trust policy, taking responsibility for patient confidentiality at all times. Register referrals, populate pending lists and complete basic data on electronic patient records ensuring information is accurate.
- To send out letters and information to patients referred to Physiotherapy for arrangement of an appointment. Book, cancel or change appointments using Trakcare.
- To book support services e.g. transport, interpreters.
- To liaise with Lead Receptionist and Physiotherapists to ensure availability matches the demand for appointments required ensuring efficient use of appointment capacity.
- Filing of physiotherapy records after patient has been discharged; retrieve records and other medical notes as required.
- To support the Physiotherapy service with data inputting and associated administrative tasks.
- To complete all training in accordance with Trust policy.
- To comply with Trust and Departmental policies and procedures e.g. Health and Safety at Work Act (1974), Manual handling, Data Protection Acts and patient confidentiality at all times. This will include demonstrating compliance with the terms of all safeguarding policies and processes relevant to the safeguarding of adults and children in the care of GHNHSFT and to undergo regular mandatory training concerned with safeguarding matters.
- To be flexible, with the ability to alter activities and priorities as the need arises
- To participate fully in personal appraisal and development review process, maintain and complete the Apprenticeship portfolio
Job description
Job responsibilities
To attend all mandatory components of the Apprenticeship Framework including:
- Corporate induction
- GHNHSFT mandatory training
- Department based vocational assessments
- Progress review meetings
- To undertake training as required and agreed with the mentor, supervisor and external assessor and complete competencies relevant to the work area / department
- Deliver a high standard of customer service dealing with patients, and healthcare professionals to the Department. Maintain a smart professional appearance and keep Reception work area tidy.
- Dealing with telephone enquiries received into the department, booking of appointments over the telephone and dealing with potentially difficult telephone calls, seeking advice and help when required.
- Assist the process of prioritising patient referrals and taking self-referrals, seeking guidance and direction when needed, in order to give appropriate appointment/advice.
- To use verbal and nonverbal communication tools to communicate effectively with patients/carers. This may include patients/carers who may or may not have barriers to communication through language and cultural differences, cognitive or physical impairment e.g. deafness, blindness, depression.
- After training is able to check and update Trakcare in accordance with Trust policy, taking responsibility for patient confidentiality at all times. Register referrals, populate pending lists and complete basic data on electronic patient records ensuring information is accurate.
- To send out letters and information to patients referred to Physiotherapy for arrangement of an appointment. Book, cancel or change appointments using Trakcare.
- To book support services e.g. transport, interpreters.
- To liaise with Lead Receptionist and Physiotherapists to ensure availability matches the demand for appointments required ensuring efficient use of appointment capacity.
- Filing of physiotherapy records after patient has been discharged; retrieve records and other medical notes as required.
- To support the Physiotherapy service with data inputting and associated administrative tasks.
- To complete all training in accordance with Trust policy.
- To comply with Trust and Departmental policies and procedures e.g. Health and Safety at Work Act (1974), Manual handling, Data Protection Acts and patient confidentiality at all times. This will include demonstrating compliance with the terms of all safeguarding policies and processes relevant to the safeguarding of adults and children in the care of GHNHSFT and to undergo regular mandatory training concerned with safeguarding matters.
- To be flexible, with the ability to alter activities and priorities as the need arises
- To participate fully in personal appraisal and development review process, maintain and complete the Apprenticeship portfolio
Person Specification
Qualifications
Essential
- GCSE Level or equivalent Grade D/(3) English, or equivalent (e.g. Functional Skills Level 1 Literacy)
- Mathematics GCSE Grade D(3) or equivalent (e.g. Functional Skills Level 1 Numeracy)
Experience / Skills
Essential
- Customer facing skills
- Good communication skills both written and verbal
Desirable
- Reception Experience
- Knowledge of general office duties
Person Specification
Qualifications
Essential
- GCSE Level or equivalent Grade D/(3) English, or equivalent (e.g. Functional Skills Level 1 Literacy)
- Mathematics GCSE Grade D(3) or equivalent (e.g. Functional Skills Level 1 Numeracy)
Experience / Skills
Essential
- Customer facing skills
- Good communication skills both written and verbal
Desirable
- Reception Experience
- Knowledge of general office duties
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
