Patient Services / Sales Co-ordinator Apprentice

Brief Description

Interested in a career in a fast paced office environment? If yes , we have the apprenticeship for you. This is a varied apprenticeship entailing administration functions, as well as customer service and sales. The role involves supporting patients with enquiries, whilst managing bookings. The role supports business growth too.

Qualifications Required

Ideally the candidate will have some previous employment experience
Ideally the candidate will be educated to A Level standard.

Personal Qualities

Team Player
Ability to prioritise, problem solve and work under pressure
Self-motivated, practical and flexible with the changing needs of the business
Calm, confident, courteous and friendly manner;
Positive, "can-do" attitude
Excellent timekeeper
Reliable and trustworthy

Skills Required

IT Literacy including Microsoft Outlook, Word and Excel
Strong oral and written communication skills
Numeracy Skills
Interpersonal Skills
Understands confidentiality and exercises discretion
Administration Skills
Organisation Skills
Customer Service Skills

Future Prospects

On successful completion of this apprenticeship the employer will offer long term career progression and development opportunities

Vacancy Detail

Sales and Conversion Responsibilities:

• Act as the first point of contact for all new enquiries, demonstrating in-depth knowledge of clinic services to convert leads into bookings.
• Respond to inbound calls, emails, and website queries promptly and professionally in line with organisational guidelines/KPI’s and with a focus on maximising conversion.
• Maintain and update the relevant patient lead databases, tracking conversions, reasons for non-conversion, and follow-up actions.
• Conduct outbound follow-up calls to warm leads, potential self-pay patients, and historic non-conversions to re-engage interest.
• Regularly feedback to and collaborate with the Senior Leadership Team on any patient enquiries, promotions, or trends impacting uptake.

Commercial Awareness:

• Keep up to date with treatment pricing, offers, and consultant availability to provide accurate, tailored advice to prospective patients.
• Assist with targeted initiatives to drive bookings and promote clinic services.
• Identify opportunities to cross-sell relevant treatments or services based on patient needs.

Patient Experience and Administration:

• Deliver exceptional service across the entire patient journey, ensuring a consistent and positive impression from first enquiry to follow-up.
• Ensure patient administration systems are accurately updated with enquiry source, relevant notes, documentation, and prices.
• Manage incoming patient enquiries to ensure appropriate and accurate bookings, cancellations, and rebooking.
• Collaborate with other Administration Staff to ensure the exceptional service to consistent across both private and NHS patient pathways.
• Fulfil all reasonable requests from patients to ensure their satisfaction and safety.
• Liaise with Clinical staff, Consultants, Administrative staff, Optometrists and GP’s internally and externally as necessary.
• Undertake general typing, filing, and document administration.
• Develop strong working relationships with senior management and administrative personnel for effective and smooth operations.
• Report any maintenance issues immediately to line manager.
• Provide ad-Hoc support to other business functions as and when required.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as required by your changing role within the organisation and the overall needs of the business.

Other Information

Have you checked the suitability of the pay, hours and location prior to applying for this apprenticeship?