Business Support Executive Customer Service Apprentice

At Waterfield House Surgery you will be supporting the business all round by being at the front desk - booking appointments, answering queries, communication with GP/Nurses on behalf of patients; back office function includes registrations, prescriptions, filing and administration.

Key Areas Of Responsibility:

- Communication.

- Filing and Administration.

- Registration.

- Prescriptions.

- Legal.

- Housekeeping.

Performance will be satisfactory when:

- There is prompt response to all patient enquiries face to face, on the phone, by email and letter.

- Patients are informed if a doctor is running late or called out.

- The phone is answered within 4 rings politely with an appropriate greeting.

- The messages are logged on the clinical system with full details of receipt, and passed to the relevant practice member as soon as possible.

- A helpful and courteous manner is evident.

- Confidentiality clauses in the contract are adhered to.

- Non clinical patient care, i.e. dealing with requests for information, test results, requests to speak with clinical staff are dealt with promptly and efficiently.

- Patients have easy access to any relevant leaflets, support groups, carers, PPG, associations etc.

- All patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocol.

- All queries and requests for assistance from patients and other visitors to the practice are handled promptly and appropriately.

- Clinicians are not interrupted during surgery unless it is an emergency. The message facility on EMIS is used to bring urgent requests to a clinician's attention.

At Waterfield House Surgery, you will be working towards a Customer Service Level 2 apprenticeship over the course of 15 months.