DBTH apprenticeships: Patient Advice and Liaison Service
The role of the customer services apprentice is to deliver high quality care and communication to patient, public and staff at the organisation. The role will be delivered by making use of digital and face to face means.
It will include offering advice and guidance, signposting to services, meet and greet, finding solutions to problems and gathering insight through measuring customer satisfaction.
You will work with the Patient Advice and Liaison Service (PALS) to influence the customer experience within the organisation. You will demonstrate excellent customer service skills and behaviours in line with the organisation’s PALS service standards. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Main duties of the job
The Apprentice will:
- Attend college/study sessions as required
- Work with an assessor/mentor to develop a work based portfolio
- Undertake work based assessments
- Complete assignments/projects relating to their apprenticeship framework
- Present evidence portfolios for assessment within specific time frameworks
- Develop and expand knowledge and skills as required in line with trust / service/ professional development
- Participate in Performance Development Appraisal
This role will work as part of the team to deliver accurate, timely and customer focused services to employees of the Trust and other clients. Additionally the roles will provide administrative support to the various functions.
Working for our organisation
All staff and volunteers, including apprentices working within the trust have a duty to be aware of their own and the organisation’s roles and responsibilities for safeguarding and protecting children and young people, and vulnerable adults. You must be competent to recognise abuse, respond appropriately and contribute to the processes for safeguarding, accessing training and supervision as appropriate to your role.
Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust is one of Yorkshires leading acute trusts, serving a population of more than 420,000 across South Yorkshire, North Nottinghamshire and the surrounding areas.
Hosting three main hospital sites and a number of additional services, the Trust is one of only five Teaching Hospitals in Yorkshire and by 2018 is projecting to train 25% of all medical students in the region, while we currently train 30% of all other healthcare professional students.