Apprentice Administration Assistant NW5 2UP
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Job Title: Apprentice Administration Assistant
Reports to: Deputy Practice Manager
To provide administrative support and services to all members of the Practice team. The post requires a high level of patient contact, common sense and a duty of confidentiality in handling all practice and patient data. The post holder must possess excellent communication, interpersonal and persuasive skills and have experience of working accurately and calmly in a pressurised environment.
The post also involves liaising with GPs and other medical/support services, therefore the post holder must be organised, and have excellent customer care skills.
1. Opening, stamping, scanning and workflowing incoming post for doctors.
2. Workflow of electronic patient letters.
3. Telephoning patients to invite them to the practice for a health check.
4. Using the computer as per practice protocol to make appointments, receive and send internal and external email, use of scanning software.
5. Communication with other health providers outside the practice.
6. Ensuring incoming faxes go to the correct recipient.
7. Dealing with daily administration lists, (telephoning hospitals to chase up patient referrals or patient results or booking transport for patients attending hospital).
8. Ensuring that any notes made are saved within the correct patient record.
9. Photocopying as required
10. Checking stocks of milk, coffee and tea
11. Making coffee and tea.
12. Franking outgoing post and taking to the post office.
13. To ensure that the reception area is kept clean and tidy at all times.
14. Attending staff meetings when required
15. Covering reception desk
16. Data gathering from patients in waiting room and updating their records
17. Maintaining the security and confidentiality of patient records. The post involves handling confidential and sensitive data. A high degree of understanding of confidential issues is required for this post but training will be given.
Individuals who display an exceptional aptitude for customer service may be trained to answer incoming telephone calls which may be from patients or from pharmacists/hospitals/ community services and to book appointments and deal with general enquiries, or
• 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, to 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
• 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.
The post-holder will participate in any training programme implemented by the Practice as part of this apprenticeship scheme, such training may include:
Health & Safety
Equality and Diversity
Basic Life Support
Child protection awareness
The successful candidate should take responsibility for their own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
The post-holder will strive to maintain quality within the Practice, and will:
• Alert other team members to issues of quality and risk
• Report critical incidents when they arise
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute by reflecting on their own and their 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
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
• Be professional, helpful and organised at all times.
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
All members of the practice are expected to observe safe working practices, with respect to health and safety procedures, confidentiality and computer security. Protocols will be updated from time to time, and members of the team are expected to familiarise themselves with changes in policy. The practice also relies on team members to record critical incidents and assist with improving policies and protocols when necessary.
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