Receptionist/Administrator Apprenticeship

Overview Details Apply

Sector:
Customer Service

Number of vacancies:
1

Company name:
Dean Cross Surgery

Company location:
21 Radford Park Road Plymouth PL9 9DL

Salary per week:
£159.10

Hours:
On a rota basis. staff will work on a Monday or Friday. Being present when the practice opens in the morning or closes. Weekend work is available at additional rates of pay and the expectation is that the staff member will contribute to it. Total hours per week: 37.00

Duties:

Receive, assist and direct patients in accessing the appropriate Practice clinical services/healthcare professional in a professional, courteous, efficient and effective way.

Provide general assistance to the Practice team, both clinical and non-clinical colleagues and project a positive, friendly and respectful image to patients and other visitors, either in person or via the telephone.

Job responsibilities:

Patient/ Customer Care

  • To meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner
  • Offer general assistance and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.
  • Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
  • Liaise with district nurses, midwives and other professionals within the community teams, on behalf of patients
  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
  • Ensure that excellent customer care is being delivered at all times
  • Offer solutions and actively listen to patients to resolve issues.
  • Deal with complex and sensitive issues
  • Receive specimens for laboratory analysis from patients and advise patients of their test results on request
  • Arrange patient transport as directed

Operations

  • Process telephone requests for appointments, visits and telephone consultations
  • Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, including signposting patients to the most appropriate appointments using in-house triage guidance
  • Deal with all general enquiries, explain procedures and make new and follow-up appointments
  • Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
  • Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record
  • To welcome visitors and patients to the surgery at the reception desk when required.
  • Monitor flow of patients into consulting and treatment rooms
  • Maintain and monitor the practice appointments system, adding clinics and amending slots as directed
  • Collate patient data as directed
  • Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
  • Chaperoning, following appropriate training
  • In liaison with the relevant clinician, organise specialist clinics, contacting patients and coordinating appointments
  • Under the direction of the senior receptionist, apply initial triage procedures to establish the most appropriate level of care for patients

Prescriptions & pathology

  • Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request
  • Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists
  • Identifying and suggesting ways of how to improve the repeat prescription process
  • Pathology: Follow up with patients with abnormal test results, as instructed by the GP

Patient Registrations

  • Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
  • Ensure that all registrations including New, immediately necessary and temporary residents are registered onto the computer system promptly and accurately
  • Retrieve and re-file hardcopy records as required, ensuring that records are maintained in strict alphabetical order

General administration

  • Maintain full working knowledge of all practice clinical and administrative procedures
  • To work in accordance with written practice & reception protocols
  • Extracting and filing notes for surgeries as and when necessary
  • Filing post in medical records as and when necessary
  • Scan paperwork onto clinical system and workflow to appropriate person
  • Undertake workflow tasks according to practice protocol
  • Provide cover for other receptionists’ administrative duties and responsibilities when required
  • Process general patient data when required, including changes of address, personal information, and clinical data were directed

Technology

  • Maintain a working knowledge of the patient data system
  • Maintain a working knowledge of the practice telephone system
  • Maintain a working knowledge of security systems including alarms, door and window locking, and other technology as required
  • Maintain a working knowledge of general office equipment and devices

Other tasks

  • Ensure reception is a safe and professional environment to work in and maintained at a professional standard
  • Ensure that patient information is up to date and relevant, and presented in a professional manner
  • Attend Practice reception, administration and staff meetings
  • Attend all compulsory training/update training events
  • Undertake other tasks as directed by the Reception Team Leader or Practice Manager

Training:

This is a brand new, bespoke apprenticeship to City College Plymouth. Your core apprenticeship will be based on customer service, with additional business administration assessments to concrete the purpose of your role and learning. All training will be provided by City College Plymouth in collaboration with the employer throughout the 15-18 month apprenticeship. For this apprenticeship you will only have to attend College for the induction sessions and any relevant exams, otherwise all of your learning and assessments will be carried out at the workplace.

Further information can be found on the below link:

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1

Qualities and skills:

Desired skills

  • Be computer literate
  • Have excellent interpersonal skills
  • Have excellent communication skills

Personal qualities

  • Polite and friendly to both customers and colleagues
  • Reliable and punctual
  • Smart appearance
  • A willingness to learn and develop new skills
  • Good telephone manner
  • Good understanding of confidentiality
  • Able to work as part of a team and independently
  • Ability to use own initiative
  • Positive attitude

Desired qualifications

GCSE (or equivalent) grades C/4 or above in English and maths.

Prospects:

Employment opportunities may be offered to the successful candidate on completion of the apprenticeship.