Modality Mid Level 3 Customer Service Apprenticeship

Overview

Modality Mid Sussex - Level 3 Customer Service Apprenticeship

RH10 4HY

Business

Full time

Organisation – Modality Mid Sussex

Salary - £12.71

Vacancy overview –

This role combines online, digital, telephone, and front-line patient interaction with administrative responsibilities, offering the chance to develop a broad skill set and make a meaningful impact in line with our CARE values:
Commitment, Accountability, Respect, and Excellence.

• Utilise technology such as digital triage and automation to manage appointments, handle enquiries, and embed a culture of care navigation, providing guidance and signposting patients to the most appropriate clinician or service while improving both the patient experience and back-office processes.
• Accurately record information, and guide patients to the most appropriate clinician or service using a combined approach of digital tools and appropriate escalation within a multi-disciplinary team
• Interact with patients and the wider team as required to provide and process information in response to enquiries, concerns and requests about practice and appropriate external services
• To ensure that all interactions contribute to a positive patient experience and care
• Work professionally as part of the Patient Services team, delivering high-quality reception, administrative, and support services to patients, visitors, clinicians, and allied health professionals.
• To follow all relevant standard operating policies, procedures and protocols to ensure always working in an efficient and courteous manner.

• Ensuring the use of digital tools and automation are utilised where applicable, you will:
• Welcome patients, visitors, and clients professionally, acting as a key point of contact for clinicians, healthcare professionals, and staff.
• Engage with patients, provide advice, and signpost to the most appropriate clinician/service using digital triage and care navigation protocols.
• Manage, in line with available technology and automation, telephone / online / in-person requests, accurately recording essential information professionally
• Respond to patient queries, concerns, or complaints, escalating to the Patient Services Manager where appropriate.
• Identify emergencies and escalate promptly to clinicians, emergency services, or A&E.
• Assist patients with medication enquiries, registrations, deductions, and non-NHS payments in line with local / site requirements.

• Ensuring the use of digital tools and automation are utilised where applicable, you will:
• Accurately maintain appointment systems, patient records, and clinical data (including Read codes).
• Prepare, distribute, and manage repeat prescriptions, correspondence, post, and electronic scanning of documents.
• Support clinical and non-clinical meetings, including agenda preparation, room setup, and minute-taking as required.
• Provide guidance, training, and support to new staff, locums, and trainees across the division.
• Assist with practice audits, mandatory training, and ensure learning is cascaded across the team.
• Maintain confidentiality and adhere to GDPR, Caldicott Guidelines, and Data Protection Act 2018.
• Ensure reception, waiting areas, noticeboards, and clinical rooms are clean and welcoming.
• Open/lock up the building/reception area as required, secure the building, and monitor equipment or IT faults.
• Participate in extended hours work as required and provide holiday or sickness cover for reception and administrative duties.

• Making full use of available technology, you will:
• Support as required for the processing of medical reports, solicitor/insurance requests, safeguarding forms, and track payments or records in line with Modality policies.
• Undertake any other duties commensurate with the role and skillset as requested.

• To comply with the Health and Safety at Work etc. Act 1974.
• To take responsibility for his/her own health and safety and that of other persons who may be affected by his/her own acts or omissions.

• To always carry out role responsibilities in line with the Modality Equal Opportunities Policy and…