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Apprentice Receptionist / Call Handler Ferrybridge Medical Centre

The purpose of the role 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.

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Closing date: 13 Feb 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday (Shifts to be confirmed).

    Total hours per week: 37.0

  • Expected duration

    15 Months

  • Possible start date

    06 Mar 2023

  • Date posted

    24 Jan 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

The purpose of the role 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 the primary health care team, secondary care and other associated healthcare agencies
  • To have a thorough knowledge of all Practice procedures
  • To work in accordance with written protocols
  • Filing post in medical records
  • Fax and photocopy as requested
  • Processing and distributing incoming and outgoing mail
  • Provide administrative support to members of the primary health care team for specific office tasks, and ensuring appropriate
  • Practice records are kept up to date
  • Arrange ambulance transport for patients
  • Other clerical duties that may arise
  • Greet patients and visitors in a friendly and courteous manner
  • Answer the telephone and direct the caller in the appropriate direction
  • Arrange appointments
  • Handing completed repeat prescriptions to patient and checking names and address
  • Be able to cover all reception position as necessary
  • Provide cover for holidays and sickness
  • Input data
  • Process patients change of address - computer data and medical records (have knowledge of Practice area
  • Process repeat prescription request in accordance with Practice guidelines
  • Record requests for repeat prescriptions
  • Prepare repeat prescriptions (manually and computerised)
  • Have working knowledge of telephone system, during and after hours
  • Taking messages and passing on information
  • Ensure that records are accurately assembled in advance of each consulting session
  • Ensure that records are available in the instances of urgent consultation
  • Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to
  • Ensure correspondence, reports, results etc. are filed in correct records
  • Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
  • Ensure total familiarity with all appointment systems including regular and incidental variations
  • Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
  • Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
  • Monitor effectiveness of the system and report any problems or variations to the Reception Supervisor
  • Process appointment requests for the day / future appointments from patients by telephone and in person
  • Deal with visit requests
  • Lock and unlock premises
  • Clear rooms after surgeries, re-stocking as required
  • Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter
  • Attend meetings and Target training events

This is not a comprehensive definition of the post. Postholders will be expected to undertake any work that comes within the remit of the post’s purpose. The job description will be kept under review and may be changed according to Practice requirements. Discussions on any major changes will be held with the postholder.

What training will the apprentice take and what qualification will the apprentice get at the end?

Level 3 Customer Service Specialist apprenticeship standard, which includes:

  • Level 2 Functional Skills in maths and English (if required)
  • Full, on-the-job training will be provided by the employer, with 20% off-the-job training as a requirement
  • End-Point Assessment (EPA)

This apprenticeship is delivered in the workplace and 20% of your working time will be dedicated towards training and learning new skills. You will be allocated a tutor who will provide you with personal support and assessment at pre-arranged times.

Assessment is through a variety of methods including observations in the workplace, witness testimonies, product evidence and professional discussions. All evidence will be logged to your electronic portfolio. 

What is the expected career progression after this apprenticeship?

Great prospects for progression to a full-time position for the right candidate upon completion of the apprenticeship.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Logical, Team working, Initiative, Non judgemental, Patience, Self Motivated, Good attendance record, Adaptable


GCSE or equivalent English (Grade C/4) Essential
GCSE or equivalent Maths (Grade C/4) Essential

Things to consider

Salary will be £5.00 per hour. The practice is included in the NHS Pension Scheme. Further details will be provided on employment. The position will be subject to an enhanced Disclosure and Barring Scheme check. Data Protection Act: In signing your letter of application, you will be giving your consent to the practice storing and using the information you provide in accordance with the provisions of the Data Protection Act. Applicant’s Declaration: Any misrepresentation or material omission made by you in this application will be sufficient cause for cancellation of the application or immediate termination of employment, whenever it may be discovered. Ability to travel to meetings and other practices within the group would be an advantage and will be discussed in more detail at interview. This wage is above NMW for apprentices. Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

About the employer

Online GP appointments and consultations. You can now book routine GP appointments, have a chat with us, raise any medical queries, request a fit note or receive your test results all online. It’s easy to use, secure and can save you time waiting on the phone. And if you need to speak to a clinician about a non-urgent medical problem at any time of day, even when we are closed, you can now do that by using our online consultation service.


Ferrybridge Medical Centre


8-10 High Street

Ferrybridge Medical Centre


WF11 8NQ

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Training provider



Mandy Hodson

01924 614523

Apprenticeship standard

Customer service specialist

Level 3 (A level)

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