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Receptionist (Customer Service Apprenticeship) The New Surgery

Reporting to the Practice Manager. You will be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include greeting and directing patients, effective use of the appointment system, booking appointments, processing of information, assisting patients as required.

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Closing date: 16 Dec 2021

Apprenticeship summary

  • Weekly wage


  • Working week

    37.5 hours per week – 1 hour for lunch a day. Please be aware that the surgery is open from 8am – 6.30pm Monday – Friday, therefore hours may vary.

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    06 Jan 2022

  • Date posted

    25 Jun 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

You will act as the central point of contact for patients, the distribution of information, messages, and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. 

You will have the opportunity to achieve a Level 2 Customer Service qualification within this role.

The following are the core responsibilities of the receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

  • Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
  • Maintaining and monitoring the practice appointment system
  • Processing tasks both internal and external – all tasks need to be looked at and started within 24hrs of being received
  • Process personal, telephone and e-requests for appointments
  • Care navigate patients to the correct service
  • Initiating contact with and responding to, requests from patients, team members and external agencies
  • Read code data on SystmOne
  • Photocopy documentation as required
  • Data entry of new and temporary registrations and relevant patient information as required
  • Input data into the patient’s healthcare records as necessary
  • Direct requests for information i.e. SAR, insurance / solicitors’ letters and DVLA forms to the administrative team
  • Manage all queries as necessary in an efficient manner
  • Carry out system searches as requested
  • Maintain a clean, tidy, effective working area at all times
  • Monitor and maintain the reception area and notice boards
  • Support all clinical staff with general tasks as requested
  • Contribute to practice targets (QOF etc.), complying with local and regional guidance
  • To ensure all mandatory training and registrations are kept up to date
  • To support with safeguarding matters in accordance with local and national policies

In addition to the primary responsibilities, the receptionist may be requested to:

  • Support staff, providing cover during staff absences
  • Action incoming information when necessary
  • Complete opening and closing procedures in accordance with the practice policy

Requirements and prospects

Desired skills

  • Experience of working with the public (essential)
  • Experience of administrative duties (desirable)
  • Experience of working in a health care setting (desirable)
  • Excellent communication skills (written and oral)
  • Strong IT skills
  • Clear, polite telephone manner
  • Competent in the use of Office and Outlook
  • SystmOne user skills (desirable)
  • Effective time management (Planning & Organising)
  • Ability to work as a team member and autonomously
  • Good interpersonal skills
  • Problem solving & analytical skills
  • Ability to follow policy and procedure

Personal qualities

  • Polite and confident
  • Flexible and cooperative
  • Motivated
  • Forward thinker
  • High levels of integrity and loyalty
  • Sensitive and empathetic in distressing situations
  • Ability to work under pressure

Desired qualifications

  • Educated to GCSE level or equivalent - essential
  • GCSE or equivalent Mathematics & English (C/4 or above) – desirable
  • AMSPAR Receptionists Qualification – desirable
  • NVQ Level 2 in Health and Social Care – desirable

Future prospects

Level 3 Customer Service Specialist.

May lead to permanent role after successful completion of apprenticeship.

Things to consider

Please note that at The New Surgery, staff are required to dress appropriately for their role and in line with the practice dress code policy. You must be must be flexible to work outside of core office hours and be willing to undergo a Disclosure Barring Service (DBS) check.

Please read the below overviews for the Level 2 and 3 Customer Service apprenticeships:


Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

About the employer

The New Surgery is located in Brentwood.

The surgery is open between 8am and 6.30pm Monday – Friday.



The New Surgery



Shenfield Road


CM15 8AB

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Training provider


Applications for this apprenticeship are being processed by Essex County Council


Lianne Smith

You will have the opportunity to achieve a Level 2 Customer Service qualification within this role. 

Depending on previous experience, may start on the Level 3 Customer Service Specialist instead.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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