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Apprentice Receptionist at Pioneer Medical Group Pioneer Medical Group

This vacancy is to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way. You will need to demonstrate a positive and professional impression of yourself and the GP Practice by delivering customer service to patients and customer alike.

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Closing date: 01 Feb 2022

Apprenticeship summary

  • Weekly wage

    £173.25 to £334.13

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates
  • Working week

    Monday to Friday 8am to 4.30pm Total – 37.5

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    02 Feb 2022

  • Date posted

    29 Aug 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001758571

  • Positions

    2 available

Mainly telephone based, the role will be:

To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.

To provide general assistance to the practice team and other healthcare providers e.g., community teams, emergency services; as well as working with and responding to BNSSG Primary Care and NHSE contractual teams e.g., patient registrations and deductions. 

This role will come into contact with patients and public and the holder must be professional, of smart appearance, have a friendly manner and be able to deal with patients, public and staff in a sensitive, tactful and discrete manner whilst maintaining strict confidentiality.

Principal Duties and Responsibilities

  • To provide non clinical information or advice to patients or relatives to support them in navigating the wider healthcare system.  This could be via telephone, face to face and digital mediums.
  • To work alongside the on-call team to ensure patients receive the right care at the right time from the right person.
  • To follow the repeat prescription process to ensure patients medication is received in the most efficient and timely manner possible
  • To work independently and to be aware when to seek advice.
  • To respond and prioritise immediate requests from patients, clinical staff, and other outside agencies.
  • To utilise the appointment system ensuring that appointments are booked as per practice protocols and nurse traffic light system. This includes appointments for healthcare professionals at other sites e.g., improved access appointments, physio, social prescribing link workers.
  • To be responsible for maintaining patients’ medical records to include change of address, telephone number and any information on the clinical system.
  • To understand and work within the Practice policies and protocols applicable to the role of the Care Navigator.
  • To communicate effectively and promptly to all enquires using a high level of discretion, tact, diplomacy, and empathy in a calm and confidential manner.  This will ensure a smooth, efficient, friendly, and welcoming practice.  To be kind, helpful and respectful to patients.
  • To take accurate messages and relay to relevant personnel in the most appropriate manner.
  • To scan documents onto the patients’ clinical record and send via workflow, if required.
  • To register and deduct patients ensuring all paperwork and associated tasks are completed
  • To book patient transport.
  • Ensure the building is unlocked in the morning and is secure upon vacating at the end of the day when working within the H&S guidance and protocols.
  • To be adaptable in a constantly changing environment, actively participating in the decision process involved in the progression of the practice. 
  • To undertake any other duties that may be reasonably requested of the post holder to help the department run smoothly.
  • To ensure that you and others take notice of and operate within relevant Health and Safety guidelines.

Requirements and prospects

Desired skills

  • Good communication skills, both written and verbal
  • Task driven
  • Confident
  • Attention to detail
  • Hard working
  • Articulate and willing to work in a team
  • Personal motivation

Personal qualities

Good interpersonal skills – Positive engagement, building relationships, questioning, and listening skills

Good written and verbal communication skills

Demonstration of patience, empathy, and problem-solving skills, when dealing with conflict

Desired qualifications

GCSE grade C or above in Maths and English desired but not essential

Future prospects

Having gained a year’s worth of work experience and a qualification as a Customer Service Practitioner, you would be able to work as a Receptionist in the Primary Care sector or in another similar setting.

Things to consider

Can you get there within a reasonable time and cost?

Have you got the skills and qualities to deal with patients and communicate effectively?

Please note these dates should be used as a guideline only, should the right applicant be found the vacancy may close early.


About the employer

This is a busy GP Practice serving the local community of Avonmouth, Lawrence Weston, Brentry and surrounding areas. Providing healthcare and preventative treatments. Ensuring each patient individual needs and experience are our first consideration and at the heart of everything that we do.

Employer

Pioneer Medical Group

Address

Avonmouth Medical Centre

Collins Street

Avonmouth

BS11 9JJ

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Training

Training provider

JAG Training

Applications for this apprenticeship are being processed by JAG Training

You will have on the job training within the organisation and have an assigned Assessor who will provide you with additional training sessions and assessments to gain the Customer Service Practitioner Qualification. You will have an eportfolio to work through and gather evidence during your role as a receptionist at Pioneer Medical Group.

 

The qualification will include: -

  • Business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  • Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
  • Communications - including interpersonal, tone of voice and verbal and non-verbal communications
  • Presentation - including dressing appropriately and using positive and confident language
  • Using customer service tools and resources - including those used to meet customer needs and measure, monitor, and evaluate customer service levels

Delivery

This apprenticeship is delivered in the workplace. The apprentice gains the knowledge, skills, and experience for providing customer service including face-to-face, telephone, digital and written communications.

The apprenticeship training is tailored to the needs of the individual employer and is delivered by highly qualified and technically competent Assessor Trainers. The programme is a blended combination of on the job learning plus off the job, e-learning content, and professional discussions.

Additional training may be included such as short courses in speaking and listening skills or giving presentations as appropriate.

 

If the candidate has not achieved a GSCE Grade C or Level 4 in English and Maths, then they will also be required to pass: -

 

Functional Skills Maths Level 1/2

Functional Skills Maths Level 1/2

 

This qualification is assessed at the end point and is broken down into apprentice showcase, professional discussion, and observation.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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