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Reception Administration Team Apprentice Level 2

Tinkers Lane Partnership
Pay: £185.00
Location: Wiltshire Wooton Bassett United Kingdom
Category: Entry Level
Available from: Jul 2019
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E03023704
2019-06-14 2019-06-29

Job Description

You will be looking to develop your organisational and customer service skills in a fast-paced environment where you can make a real difference to people's lives every day.



You will in time be responsible for:




  • Meeting and Greeting patients

  • Daily administration tasks

  • Answering telephone calls on our switchboard

  • Booking appointments with the right clinician

  • Updating clinical records



You will be the first point of contact for our patients and therefore it is essential that you have excellent communication skills, you are caring and have a warm and friendly manner. You will need to be well organised and be able to work under pressure.



Job summary:



The purpose of the role is to:




  • Offer 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

  • Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

  • Undertake a variety of administrative duties to assist in the smooth running of the practice

  • Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies



Duties and responsibilities:




  • The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list.  Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:

  • Maintaining and monitoring the practice appointments system

  • Processing personal and telephone requests for appointments, visits, answering the telephone and conveying messages and ensuring callers are directed to the appropriate healthcare professional

  • Processing and distributing incoming (and outgoing) mail

  • Filing and retrieving paperwork

  • Accepting requests for prescriptions including checking the fax machine, emails and prescription box

  • Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures

  • Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers

  • Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing and photocopying

  • Ordering, re-ordering and monitoring of stationery and other supplies

  • Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher

  • Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter

  • Registration of new and temporary patients

  • Deducting patients no longer registered

  • Ensure all visitors sign in the Visitors Book

  • Booking rooms and updating weekly room planner

  • Photocopying insurance and medical reports, including invoicing

  • Arranging transport for patients

  • Taking payments for vaccines etc. and giving receipts



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



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


Personal Qualities :

  • Customer focussed

  • Flexible

  • Attention to detail

  • Friendly

  • Team player



Skills Required :

  • Good Communication Skills

  • Good Organisation Skills

  • Good IT skills



Future Prospects :

Our apprentices have previously joined our team as permanent members of staff or gone on to complete further training.


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