Apprentice Receptionist & Administrator

Summary

The successful applicant will spend time within the reception and administration departments and will undertake a wide variety of administrative duties. The role includes photocopying of stationery, forms and medical records as instructed, preparation of letters for posting and of mail for surgery workers as directed.

Annual wage: £11,980.80 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday- 36 Hours per week. Shifts to be confirmed.
36 hours a week
Possible start date: Monday 6 January
Duration: 1 year
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

The successful applicant will work within the reception team ensuring that they gain a great understanding of a modern large medical practice. The apprenticeship will entail providing administrative/reception assistance as instructed by the departmental managers.

We need an individual who is motivated, can demonstrate initiative and attention to detail and who is prepared to listen and learn. In return we can offer you comprehensive training, a pleasant working environment and the opportunity to be part of a team that values excellent patient service, daily duties will include:

Opening and distribution of post
Filing of notes and correspondence as directed
Photocopying of stationery, forms and medical records as instructed
Preparation of letters for posting and of mail
Making teas & coffees for doctors, nurses and other staff as directed
Assisting with organisation and display of posters and leaflets
Operate the appointment system efficiently and monitor the flow of patients to waiting rooms.
Attend staff meetings

You will also be trained to work on:

Learning the computerised SYSTMONE medical system
Understanding of confidentiality
Learning how to communicate with our patients via our various on-line platforms
Understanding of practice protocols and emergency procedures
Dealing with enquiries on reception and assisting patients as necessary
Answering the phone to include, making appointments for the clinical team, taking and recording messages
Taking in and dealing with samples
Understanding of repeat prescription process and filing
Understanding of scanning of letters and information onto medical records
Registration process and change of details
Process for forms and private fees
Understanding of QOF and data quality
Opening and closing procedures

Where you’ll work

LAWSON ROAD

NORWICH

NR3 4LF

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

POULTEC TRAINING LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Show you understand the customer’s point of view.

Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Maintain informative communication during service recovery.

Your training plan

This apprenticeship will be delivered solely in the workplace over the duration of 12 months
You will be required to attend one virtual lesson per month and will receive one-to-one support sessions once per month either in-person or virtually
You will be studying towards the Level 2 Customer Service Practitioner Apprenticeship Standard, this will include;
City & Guilds Level 2 Diploma in Customer Service
City & Guilds Level 1 Functional Skills maths
City & Guilds Level 1 Functional Skills English
End Point Assessment
20% of your working hours will be off the job training

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade A*-C/9-4)
Maths (grade A*-C/9-4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Team working

Other requirements

Is the place of work on a bus route? Accessibility issues?

About this company

Magdalen Medical Practice’s history goes back to just after the First World War and the partnership has held on to the best traditions of family medicine while embracing important modern developments. We are a teaching practice, involved with the training of doctors wishing to become GPs. The surgery is spacious, comfortable and modern. It lies in the north of the City, a quarter of a mile beyond Magdalen Gates. It is a single-storey building with a car-park, easy access via automatic main entrance doors, hearing loop and facilities for the disabled. Our catchment area includes Catton, Sprowston, Spixworth and Heartsease, as shown on our website.

http://www.magdalenmedical.nhs.uk/ (opens in new tab)

After this apprenticeship

Potential full time employment on completion of apprenticeship.

Ask a question

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