17/04/2018 Damar training Stockport SK7 3EP

Apprentice Medical Receptionist VAC001382298

  • Sector: business admin law
  • Location: Stockport
  • Salary: 8.190
  • Level: 2
  • Reference: VAC001382298
Apprentice Medical Receptionist

This listing has expired

The Apprentice will adhere at all times to the practice’s agreed protocols and procedures, will contribute to updating them as required and will protect patient confidentiality at all times.

Apprenticeship summary
Weekly wage

Working week
Hours of work would be 35/week which would largely be 10.30 – 6.30pm following the initial induction when we would expect the apprentice to work a few earlies to appreciate both shifts. Earlies = 0730 – 1530 (0800 – 1600) Lates = 10.30 – 18.30

Total hours per week: 35.00

Apprenticeship duration
15 months

Possible start date
30 Apr 2018

Apprenticeship level
Intermediate Level Apprenticeship

Reference number

1 available

Duties will include:


Reception staff will answer the various incoming outside lines into reception and also the internal lines, this will include:

Switch incoming lines from out of hours message in the morning
Handle patients telephoning with an emergency in accordance with the practice’s protocol. Provide future/on-the-day appointments/telephone advice slots with team members in accordance with practice’s Access Protocol
Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies
Forward calls to team members
Answer patient enquiries
Record and pass on messages accurately
Assist patients checking the availability of their prescription or with a query
Switch incoming lines to out of hours message at the end of working day
Reception desk:

Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately. This will include the following list, which is not exhaustive:

Handle patients presenting at reception as an emergency in accordance with the practice’s protocol
Provide future/on-the-day appointments in accordance with the practice’s Access Protocol
Assist patients to check in for their appointments
Process requests for repeat and acute prescriptions
Pass out prescriptions for collection and answer associated queries
Advise walk-in patients about how to access the service according to patient need.
Welcome and provide practice information/registration protocol details for patients wishing to register with the practice
Process changes of address/patient details
Record and pass on messages
Receive samples from patients in a safe manner using Practice protocols and guidelines to minimise cross infection
Assist with cleaning up spillages using PPE as appropriate
Assist with unlocking and locking the surgery and ensure adherence to security procedures

Receptionists will contribute to the updating and maintenance of all patient records. This will include the following. The list is not exhaustive:

Update registration and clinical details
Input new patient registration data
Transmit new registration and de-registration data updates to Practitioner Services (registration details and records transfers)
Transmit and highlight incoming mail for coding to the appropriate person
Provide data for house calls (i-Pad/printed visit summary sheets)
Scan incoming correspondence and workflow to correct clinician
Workflow Out of Hours contact details to correct clinician
Workflow incoming results to correct clinician
Process incoming new patient records including arranging summarisation
Provide printed appointments list for each surgery as a backup in the event that the system is unavailable
Accurately re-file any paper records accessed by clinicians
File, maintain and repair damaged Lloyd George/A4 records
File/scan/code ECGs and other test results appropriately
Undertake summarising of medical records on an ongoing basis to ensure records are up to date and available for clinicians

Sort and date stamp all incoming patient-related mail
Scan patient-related documents onto their medical record using read codes as agreed by the clinical team
Add any additional information about the source of the document
Forward the document to the doctor or nurse who initiated the referral or who is most appropriate to receive the information
Ensure incoming letters are scanned onto the patient record within a 48/72-hour timescale
Scan all internal paper documents on to the relevant patients’ record and then store the documents in line with surgery procedures

Identify relevant clinical information contained in patient correspondence
Code or free text the clinical information on to the patient record
Deal with queries relating to coding
Messages and mail management:

Receptionists will accurately record and pass on patient details and the content of the message in accordance with the practice’s message protocol
Receptionists will accurately document patient contacts accurately and appropriately in the patient medical record
Receptionists will manage incoming and outgoing mail as per Practice guidelines and protocols. This includes electronic and all other mail
Prescription request:

Receptionists will take and action requests for repeat prescriptions in accordance with the practice’s Repeat Prescription Protocol, this will include:

Process GPs’ requests to amend patients’ repeat prescribing records in accordance with the practice’s Repeat Prescription Protocol
Print repeat and acute prescriptions requested by patients and pass on for signature either on paper or via EPS in accordance with protocol and within agreed timescales
Direct signed prescriptions in the appropriate direction (pharmacy/post/for collection)
Contacting patients:

Receptionists will contact patients by phone or using standard letters in accordance with doctors’ instructions and to agreed timescales
Patient transport:

Receptionists will book patient transport in accordance with local arrangements and within agreed timescales
Recording deceased patients:

Receptionists will ensure that they record any deaths according to the practice’s protocol and inform the appropriate professionals in the practice.
Photocopying of patient notes:

Receptionists will photocopy patient notes for solicitors/insurance companies as required, in accordance with the practice’s protocol if required
Processing payments:

Receptionists will accept and process payments for non-NHS services provided by the practice in accordance with Practice protocol

Receptionists will:

Communicate effectively, promptly and courteously with patients, carers and relatives
Use the most expedient and appropriate means to communicate information to other team members
Communicate appropriately and accurately with colleagues outside the practice and with due reference to the common law of confidentiality and the Data Protection Act
Immediately inform a member of staff if a patient appears ill or if their behaviour causes concern (including correct use of Emergency/Collapse/Security protocols)
Be aware of Child Protection and Safeguarding issues and communicate concerns in accordance with practice protocol
Decision-making contribution:

Receptionists will attend and contribute to meetings in the practice (staff meetings, planning meetings, significant event, and special projects). This will include contributing to the development and review of practice protocols
Quality and personal development:

Receptionists will:

Actively participate in the practice appraisal system
Perform tasks to the best of their ability and contribute to the performance of the team
Take action to report/tackle identified issues which affect quality or present risk to patients, team members or the practice
Undertake training needed to ensure competencies for delivering all responsibilities
Undertake regular mandatory training (child protection, vulnerable adults, basic life support, moving and handling etc.)

In the course of their duties, receptionists will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential.

Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practice’s Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected.

Health and safety:

All receptionists will be aware of and comply with the practice’s Health and Safety Policy. This will include:

Minimising risk to self and others in the workplace
Identifying and reporting hazards/risks and contributing to control measure
Adhering to all relevant policies including infection control, cold chain
Contribute to keeping the working area and patient areas tidy and free from hazards
Using protective equipment and clothing if necessary and in accordance with the practice’s policy
Undertaking regular Health and Safety training
Equality and diversity:

Receptionists will comply with the practice’s Equality and Diversity Policy, including:

Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity
Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010

Receptionists will provide patients who wish to complain with a copy of the practice’s complaints procedure and will explain how a patient should proceed if they want to complain face to face or in writing.

Other duties:

Receptionists may, from time to time, be asked to undertake other reasonable duties, with appropriate training and it expected that agreement to this will not be unreasonably withheld.

The Receptionist will from time to time undertake work on special projects as agreed with the Practice Business Manager and/or Partners.

Requirements and prospects
Desired skills
Excellent Communication Skills (Written and Oral), IT skills
Time Management and the ability to work to deadlines
Problem solving skills
Interpersonal skills
Willingness to develop and learn new skills
Personal qualities
Planning and organising
Performing under pressure
Team working
Desired qualifications
Good standard of general education, GCSE’s grade A – C in Maths and English (or equivalent)
Future prospects
An opportunity to progress for the right candidate.

Things to consider
Starting salary will be £4.50/ hour for the first 26 weeks, rising to £5.50 for the remaining duration of the Apprenticeship.

About the employer
Friendly, established Practice in North Manchester We are a well-established Practice with over 14,500 patients and are situated over 2 sites which are 2 miles apart. Our patients are supported by 6 Partners, 4 GPs, nursing team and reception team. We have a loyal friendly workforce who is multi-skilled to meet the ever changing requirements of the NHS.

Bramhall Park Medical Centre



Bramhall Lane South



Training provider
Customer Service Practitioner Apprenticeship standard, which includes:

Level 1 Functional Skill in Maths, English and ICT (if required)

Training provider
Damar Training

Applications for this apprenticeship are being processed by Damar Training

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