Receptionist Apprentice

Summary

Based within the busy reception of Tower House Practice, this Apprentice will receive, assist and direct patients in accessing the appropriate service or healthcare professional, in a courteous, efficient and effective manner. This is a great opportunity to work and learn whilst developing essential customer service skills.

Wage

£14,526.20 a year

Minimum wage rates (opens in new tab)

Pay is based on an hourly rate of £7.55 per hour.

Training course

Customer service practitioner (level 2)

Hours

To be available to work between 8.15-6.30 Monday to Friday – maximum will be 37 hours per week.

37 hours a week

Possible start date

Tuesday 1 April

Duration

1 year 3 months

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

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Job responsibilities:

Administration

• To have a thorough knowledge of all practice procedures
• To work in accordance with written protocols
• To input and extract information from the clinical computer system
• Scanning of documents
• Fax and photocopy as requested

Reception

• Receiving patients' consulting with members of the practice team
• Handing completed repeat prescriptions to patients and checking names and addresses.
• Be able to cover all reception positions as necessary

Appointments

• Process appointment requests for today's future appointments from patients by telephone and in person
• Deal with visit requests

Computer

• Registrations of new patients – computer data entry and medical records
• Process patients' change of address – computer data and medical records (have knowledge of practice area
• Process repeat prescription requests in accordance with practice guidelines

Telephone

• Have working knowledge of telephone/bleep system, during and after hours
• Cover for telephonist when necessary

Other Tasks

• Clear rooms after surgeries
• Ensure building security – have thorough knowledge of doors/windows/alarm.
• Make coffee for doctors
• Any other tasks allocated by managers

Confidentiality

•In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
•In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
•Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

This job description is not exhaustive and may be amended in the light of future developments.

Where you’ll work

TOWER HOUSE PRACTICE

ST PAULS HEALTH CENTRE

HIGH STREET

RUNCORN CHESHIRE

WA7 1AB

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

RIVERSIDE COLLEGE

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

Fortnightly attendance at Riverside College, Widnes.

Requirements

Essential qualifications

GCSE in:

4 GCSE's including English and Maths (grade 9-3 (A*-D))

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
Customer care skills
Non judgemental
Good written and verbal skills
Strictly confidential
Resourceful with common sense
Able to use own judgement
Strong team worker
Able to work under pressure
Smart presentation of self

Other requirements

Health & safety: The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include: •Using personal security systems within the workplace according to practice guidelines •Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks •Making effective use of training to update knowledge and skills •Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards •Actively reporting of health and safety hazards and infection hazards immediately when recognised •Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role •Undertaking periodic infection control training (minimum annually) •Reporting potential risks identified Equality and diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: •Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation •Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues •Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/professional development: The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: •Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development •Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Quality: The post-holder will strive to maintain quality within the practice, and will: •Alert other team members to issues of quality and risk •Assess own performance and take accountability for own actions, either directly or under supervision •Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance •Work effectively with individuals in other agencies to meet patients needs •Effectively manage own time, workload and resources Communication: The post-holder should recognize the importance of effective communication within the team and will strive to: •Communicate effectively with other team members •Communicate effectively with patients and carers •Recognize people’s needs for alternative methods of communication and respond accordingly Contribution to the implementation of services: The post-holder will: •Apply practice policies, standards and guidance •Discuss with other members of the team how the policies, standards and guidelines will affect own work •Participate in audit where appropriate. We reserve the right to close this opportunity after 1 week if we have received enough applications, and therefore recommend you make an application as soon as possible, rather than waiting until the planned closing date as we cannot guarantee the vacancy will remain open for the whole time planned.

About this company

Tower House Practice is a busy local GP Practice, which works in partnership with local and NHS service providers and groups.

Company benefits

Includes 27 days holiday plus bank holidays

After this apprenticeship

There may be development opportunities into other roles within the company, such as administrative role.

Ask a question

The contact for this apprenticeship is:

RIVERSIDE COLLEGE

Joanna Smith

joanna.smith@riversidecollege.ac.uk

0151 257 2800

The reference code for this apprenticeship is VAC1000303364.

Apply now

Closes in 6 days (Friday 28 February at 11:59pm)

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