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Business Administration Level 3 Apprentice
Business Administration Level 3
15 months
Overview
Here at St Anthony's Health Centre, we have a new opportunity for an apprentice to join our reception team. Applications are welcome from those who can demonstrate exceptional communication skills and have the ability to learn new information quickly. All applicants will need to be proficient in using mainstream office software.
Dr W Ross - St Anthony's Health Centre
Newcastle upon Tyne, NE6 2NN
£195.36
Per Week
37 Hours
Per Week
Role and Responsibilities
The receptionist is usually the first point of contact at the practice. They should project a positive and welcoming image with their role including a mixture of customer service and administrative duties.
Aim of the Post
- To help patients access the services provided by the practice in an efficient and effective manner.
- To support the rest of the practice team in carrying out their duties.
- To act as a focal point for all communication within the practice internally and externally.
Main Duties and Responsibilities
Appointments: Explain the appointment system to patients and help make the most appropriate appointment for their needs. Using the computer, make and alter appointments and record patient arrival. Keep patients informed of any delays. Prioritize patients who may need to be seen more urgently than their appointment time. Deal with requests at the desk for immediate attention. Monitor the rate of people who do not attend their appointments and report to the practice manager.
A key development here is the introduction of a new access system. The receptionists working in the appointment team will be required to help patients understand and use an online triage system.
Signposting: Following a protocol written by medical team, signpost patients to community pharmacy (and other appropriate services) when necessary.
Telephone: answering/transferring/making calls quickly and efficiently and in a professional manner. Maintaining the back-office function of a cloud based VOIP telephone system, including running reports, and changing call flows.
Know what to do if any part of the system fails.
Understand and maintain the connection between SMS messaging and telephone system.
Messages: receiving, recording, and passing on accurate messages for any member of primary care team with an appropriate degree of urgency. Follow up messages where necessary to ensure action. Use of practice notes and email.
Prescriptions: accurate processing of repeat prescription procedure, adhering to current practice policy about review dates, processing of non-repeat items and disposal of waste script paper.
Home Visit: accurate recording of requests for home visits onto home visit screen, including contact details for patients. Preparing patient summaries for visiting doctor. Alerting duty doctor to urgent requests.
Computer: adhere to practice security policy about the use of computer system (logging in and out, changing user, keeping screens turned away from public view, secure disposal of printed output. Accurate data entry and retrieval as agreed by Practice Manager.
Mail: Make sure the post is prepared for collection by the post service daily. Return wrongly addressed mail to sender.
Records: keeping medical records in appropriate order, up to date filing in chronological/alphabetical order of correspondence and record folders. Preparation of records for surgery consultation when necessary.
Renewing old folders and updating patient details when necessary. Acknowledging receipt of new records.
Email: contribute to managing receptions inbox, taking appropriate action when necessary. Maintain own inbox on daily basis. Set up rules within Outlook.
Data Entry: coding clinical data to patient computer record following written guide by GPs.
Tagging and Sorting: preparing notes for new patients who have joined the list (transferring from old Lloyd George format to A4 format).
Confidential Waste: making sure all confidential waste is kept in secure container for collection by shredding company.
Stationery and Other Supplies: keeping adequate stock in reception and consultation rooms of all NHS and other office stationery and supplies. Keeping adequate stock in reception and consultation rooms of specimen containers.
Specimens: to ensure all specimens are logged onto computer prior to despatch to laboratory. Ensure patient details are correct on both form and container. Check refrigerator daily for specimens stored overnight. Ensure specimens are handed to courier twice daily.
Ambulance Bookings: to order ambulance bookings using the web-based system to enable patient transport to hospital. If necessary, organise ambulance by telephone in an emergency.
Interpreting Service: booking interpreters for non-English speaking patients and accessing language line as necessary.
Patient Information: Act as a resource for patients seeking information on local and or health issues. Be aware of appropriate sources of such information.
Building: open, close, alarm building if necessary. Keep working area tidy. Keep waiting room tidy between surgeries. Make sure consultation rooms are checked and ready for surgeries.
Complaints: assist patients to access in house complaints procedure if necessary.
This list of duties is not exhaustive, receptionists are likely to be asked to help in many ways and are expected to support doctors and other members of the team by responding efficiently to any reasonable request for assistance.
Receptionists must deal with requests and enquiries from patients in an efficient but respectful manner observing absolute confidentiality.
Required Skills
Excellent communication skills, face to face and using the telephone. Able to communicate routine information that requires tact and persuasive skills or where there may be barriers to understanding. Ability to make decisions and use initiative. Thorough and methodical approach to work. Ability to work flexibly and as part of a team. Good level of literacy and numeracy. Basic keyboard skills. Willing to undergo education/training in line with practice needs. Enjoys working with the public Friendly and approachable Reliable, committed. Diplomatic/tactful, understands confidentiality Professional approach to work. Enthusiastic, adaptable and Ability to work flexibly. Concentration required daily. They must also be able to deal with occasional exposure to distressing circumstances or emotional events Ability to deal with occasional exposure to aggressive behaviour.
Required Skills
Learning and Skills apprenticeship programmes are delivered through a mixture of face-to-face and virtual methods by our fully qualified and industry experienced apprentice training team. Using their expert knowledge gained from time spent in the industry, we’ve tailored our programmes to use the most up-to-date tools and technologies so that the skills we create can be used directly in the workplace. As one of our learners, you’ll benefit from coaching, help and guidance from our dedicated team whose job it is to ensure your success. Successful completion of this apprenticeship gives you an accredited Apprenticeship qualification.
Required Qualifications
Maths and English, GCSE Grade 4-9 or equivalent
Training
Learning and Skills apprenticeship programmes are delivered through a mixture of face-to-face and virtual methods by our fully qualified and industry experienced apprentice training team. Using their expert knowledge gained from time spent in the industry, weve tailored our programmes to use the most up-to-date tools and technologies so that the skills we create can be used directly in the workplace. As one of our learners, youll benefit from coaching, help and guidance from our dedicated team whose job it is to ensure your success. Successful completion of this apprenticeship gives you an accredited Business Administration Level 3 Apprenticeship qualification
Prospects
Progression for the right candidate.
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Business Administration Level 3
Dr W Ross - St Anthony's Health Centre
8270514981
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