Castle Medical Group Private Partnership

Customer Service Apprentice - Intermediate (Level 2)

Castle Medical Group Private Partnership (Employer)

Burton and South Derbyshire College (Training Provider)

Weekly wage £166.50
37.5 hours per week Hours per week over 5 days (Monday to Friday) between the hours of 7.30am and 6.30pm on a rota basis (TBC)
14 months (duration)
11 October 2021(start date)
Customer service practitioner (apprenticeship standard)
2 positions available
28 September 2021 (application closing date)
Register interest

Job Description

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team. Interested? Apply now!


Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team.

Duties to include (but not limited to):

  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
  • Deal with all general enquiries, explain procedures and make new and follow-up appointments
  • Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
  • Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
  • Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
  • Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor
  • Record and book ambulance requests as required
  • To carry out Patient Registrations and associated tasks including Deductions of patients from the Practice Register
  • Undertake any other additional duties appropriate to the post as requested by the Reception Leads, Management Team or Partners
  • Ad-hoc admin tasks as required
  • Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually
  • Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same
  • Enter patient information on to the computer as required
  • Open and distribute the post each day
  • Scan incoming correspondence onto patient records
  • Shredding of obsolete confidential documents and photocopying as required

Future Prospects

We have employed previous apprentices on a full time basis after their apprenticeship has been completed.

Reality Check

There is an occasional late finish to 8pm on a shared rota. 28 days annual leave including Bank Holidays pro-rota.

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit:

Skills Required

  • Need basic computer skills
  • Adequate verbal communication
  • Adequate written communication
  • Listening skills

Qualities Required

  • Able to stay calm
  • Communicate
  • Ask for help
  • Have a sense of humour
  • Work as part of a team
  • Listen to instructions

Qualifications Required

Not so much of an important requirement. The job requires the ability to develop a multitude of skills and we can support the apprentice to go to college to gain further qualifications in maths and English.

Training Provided

  • Level 2 Customer Service Practitioner Apprenticeship Standard
  • Level 1/2 Functional Skills in maths and English (if required)

This apprenticeship is delivered through a combination of Work Based Assessment and day/block release. The programme will culminate in an End Point Assessment, where all the skills and knowledge gained on the apprenticeship will be formally tested.

Register interest


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