Business Admin Apprenticeship

An exciting opportunity has arisen for an enthusiastic and self-motivated receptionist to join our team as part of a quality improvement programme at North Park Health Centre.

We are looking to appoint a Medical Receptionist who possess the skills to support the smooth day to day running of the Practice.

Key Responsibilities:

• Answering telephone calls in a courteous and helpful manner from patients and other healthcare services on our busy switchboard, ensuring calls are dealt with quickly and carefully, and are documented and redirected when necessary. Awareness must be maintained that often patients may be anxious or distressed and must be dealt with the utmost sensitivity and respect.
• Ensure effectiveness of appointment system by booking, amending, and cancelling appointments, including searching our appointment systems for suitable appointments.
• Greeting patients and visitors to the practice.
• Responding to queries from patients and other staff, including GPs, nurses and medical secretaries or refer to appropriate person.
• Provide non-clinical information to patients and families, where necessary, including cancellation of appointments.
• Deal with and process all types of patient referrals liaising directly with General Practitioners, Patient services staff including medical staff from other areas.
• Ensure requirements for repeat prescriptions are actioned in accordance with Practice policy and procedures.
• General office administration, including scanning, making outbound calls to patients, electronic filing and faxing.
• Liaise in a professional manner with each member of the team, providing relevant information.
• Maintain a clear code of conduct and high standards of customer service in terms of dignity, respect and excellent customer service to all internal and external customers.

Apprenticeships

Includes time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Course contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.