Modality Mid Sussex - Level 3 Customer Service Apprenticeship

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.

Responsibilities

• 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.
• 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.
• Follow all relevant standard operating policies, procedures and protocols to ensure always working in an efficient and courteous manner.

Patient-Facing & Care Navigation

• 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.

Administration & Back-Office Support

• 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.

Additional Duties

• 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.

Health and Safety

• Comply with the Health and Safety at Work etc. Act 1974.
• 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.

Equality and Diversity

• Carry out role responsibilities in line with the Modality Equal Opportunities Policy and Procedure.

Risk Management and Clinical Governance

• Work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives.

Confidentiality

• Maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the Caldicott Guardian and the Data Protection Act 1998 including outside of the work environment.
• Any breach of confidentiality may render an individual liable for dismissal and/or prosecution.

General

• Undertake any other duties commensurate with the role, within the bounds of your own competence.
• Work across Modality sites as required to provide cover for sickness and annual leave.
• Work weekends when required.
• Be flexible and accommodating, following consultation, in terms of any changes to operating times in the future.

Knowledge, Skills and Qualities

• Knowledge: Customer service principles and practices, basic medical terminology, reception protocols and call handling preferred but not essential, NHS / Clinical systems / MS Office applications, previous experience in NHS/general practice preferred but not essential, previous call-handling experience preferred but not essential.
• Skills: Excellent communication and interpersonal skills, problem-solving and organisational ability, tolerance to fast pace working retaining professionalism to be able to support patients appropriately, computer literate and adaptable in line with new ways of working, problem-analysis and problem-solving, administrative and organisational skills, ability to follow policies, practices and protocols.
• Qualities: Confident, welcoming, professional, and empathetic in approach to all interactions, team player with a professional manner and appearance, tactful, discreet, and proactive, adaptable to taking on new skills and challenges, flexible and responsive to new practices and working hours.