Receptionist/Administrative Apprentice

About the Role

The successful candidates will provide reception and administrative support and act as first point of contact for patients, staff, and all other primary healthcare services within the Health Centre.

Main Duties/Responsibilities

• Ensure all clinical records (both electronic and paper) are up to date, in chronological and alphabetical order, and available to primary healthcare professionals as and when required
• Provide administration assistance to GPs, Practice Nurse, Practice Manager, Office Manager, and other members of the Primary Healthcare team
• Booking, cancelling, and revising appointments for patients for a variety of healthcare professionals within the surgery
• Registering patient arrivals
• Answering the telephone, transferring calls, and taking accurate messages
• Taking enquiries and requests for repeat medication from patients
• Dealing with referral letters and any additional documentation as and when required
• Liaising with hospitals to follow up requests and information gathering
• Opening and sorting mail
• Dealing with new and temporary patient registrations
• Ensuring all letters and samples are ready for courier collection
• Maintain and order supplies of stationery
• Updating patient demographic changes on the system
• Entering Read Codes on patient records as instructed by clinical staff

Communications and Relationships

• Contacting hospitals and clinics for results
• Contacting patients at the request of primary healthcare professionals to make follow-up appointments as appropriate and in confidence
• Giving patients results at the request of primary healthcare professionals
• Contacting patients who have not attended for appointments and ensuring they are recalled as appropriate

Apprenticeships

Apprenticeships include 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 from 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.