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Apprentice Reception/ Administrator The Over Surgery

Over Surgery are looking to recruit an apprentice to join their Reception & Administration Team. The successful applicant will be joining a team that serves as an NHS General Practice across the communities of Over, Swavesey, Willingham, Longstanton and surrounding villages.

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Closing date: 01 Oct 2021

Apprenticeship summary

  • Weekly wage

    £150.00

  • Working week

    Monday 10-16:30 (6) Tue 08:00- 16:30 (8) Wed off Thursday 08:00-16:30 (8) Fri 08:00-16:30 (8) Total 30

    Total hours per week: 30.00

  • Expected duration

    12 months

  • Possible start date

    05 Oct 2021

  • Date posted

    18 Jun 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001726761

  • Positions

    1 available

Job Title: Receptionist/Administrator

Reports To: Office Manager

Job summary:

The purpose of the apprentice role with close mentoring support 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, including the provision of secretarial and clerical support to clinical staff and other members of the practice team
  • Facilitate effective communication between patients, members of 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 and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
  • Processing and distributing incoming (and outgoing) mail
  • Coding of patient data
  • Taking messages and passing on information
  • Filing and retrieving paperwork
  • 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 member and associated healthcare agencies and providers
  • Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
  • Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
  • Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

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, free from hazards
  • Actively reporting 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 recognises 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 that 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, with 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 recognise the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise 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

Requirements and prospects

Desired skills

  • Confidentiality in post
  • Organisation skills
  • Good communication skills
  • IT skills
  • Excellent customer service skills
  • Follow instructions and procedures
  • Work accurately and methodically
  • Work in a team but use their own initiative

Personal qualities

  • Provide a warm and reassuring approach with people who may be concerned or upset who visit or contact the surgery
  • Be confident using the phone
  • Be friendly and welcoming
  • Be patient and understanding
  • Work with all types of people

Desired qualifications

  • Minimum grade 3 or D in GCSE’s (or equivalent qualifications) in English & maths
  • If meets the min. entry then works towards intensive Level 2 Functional Skills in maths & English
  • Functional Skills exemptions apply if hold GCSE (or equivalent) grade A*-C/ 4 or above

Future prospects

Over Surgery value their workforce to development grow their careers within. For the right candidate, there may be a permanent position on successful completion of apprenticeship.

Things to consider

The Reception team is the first person our patients see. Effective customer service and admin skills to welcome people to the surgery. Patients and their relatives can be nervous, or upset when they visit the surgery so as a receptionist, you may have to calm them down or reassure them. This apprentice position will combine a number of customer-facing skills and administrative duties.

The post holder will need to value the commitments of effective customer service skills, team working, with an inclusive approach to offering services and supporting the equality, diversity and rights of patients, carers and colleagues in a confidential manner.

In addition, the apprentice would gain an insight into the operations of the onsite Pharmacy.

Benefits of the role: 6 weeks annual leave pro-rata, NHS Pension, NHS Staff Benefits discounts on leading brands & services, free on-site parking for staff.


About the employer

Welcome! We are an NHS General Practice (GP) Surgery located in Over, Cambridgeshire. Over Surgery is a Partnership of two GPs who form part of a much bigger multi-disciplinary team providing medical services on behalf of NHS England for Over, Swavesey, Willingham, Longstanton and surrounding villages.

Employer

The Over Surgery

Address

1

Drings Close

Cambridge

CB24 5NZ

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Training

Training provider

CAMBRIDGE REGIONAL COLLEGE

Applications for this apprenticeship are being processed by Cambridge Regional College

Contact

Camilla 01223418778

First week induction:

  • Policies and procedures
  • Organisation Mission and Values

Other workplace training:

  • Relevant regulations and policies

Training delivered via college:

  • Level 2 Diploma in Customer Service
  • Customer Service Practitioner Standard
  • Functional Skills maths and English Level 1 and evidence of working towards Level 2 maths and English (exemptions may apply)

Business Services workshops in:

  • Communication
  • Event Management
  • Project Management
  • Ethical Issues in the workplace
  • Technology use in business
  • Understanding business stakeholders

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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