Apprentice Receptionist

Summary

To provide administrative and reception duties for the Outpatient Department. To cash up clinics in a timely manner, and to book follow-up appointments for patients after their OPD appointments. To deliver a responsive, sensitive, and courteous approach to all patient and service users in a busy and potentially stressful environment.

Wage

£24,465 a year

Check minimum wage rates (opens in new tab)

Salary will be Band 2 Agenda for Change pay

Training course

Business administrator (level 3)

Hours

Days to be worked Monday - Friday. Business hours - 7:30 - 17:00, mixed shift pattern to be advised in advance. Working day - 7.5 hours per day.

37 hours 30 minutes a week

Start date

Monday 1 September 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Manage Outpatients and Virtual clinic reception desks for the department and deliver an excellent patient experience by meeting and greeting stakeholders in a friendly and professional manner.
Ensure visitors and patients are directed to the appropriate waiting area, as required, keeping parents/ carers/ patients regularly informed of any delay.
To identify patients that may require transport, interpreters or any other special needs and escalate to Band 3 Reception staff to take action, in accordance with Trust guidelines.
Managing the flow of patients, and their carers, through the reception area, identifying those who may require assistance or to be highlighted as a priority to the clinical staff.
Maintaining contact with patients waiting either in person or online.
Maintaining regular communication with the clinicians throughout the day, and making sure they are aware of any patient who has been waiting a long time.
To ensure that clinic schedules are adhered to, utilising consultants and patients time efficiently throughout clinics and escalating any capacity issues to service leads.
Deal with queries and potentially challenging or distressed patients at reception or online, especially if clinics are running late, clinics have been cancelled at short notice, or the patient has received upsetting news.

Where you'll work

HOLTYE ROAD
EAST GRINSTEAD
WEST SUSSEX
RH19 3DZ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

MBKB LTD

Your training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Business Administration Level 3 Standard.

Training will be delivered using blended learning with webinars, face-to-face meetings with tutors and work-based learning in the Organisational Development & Learning department at the Queen Victoria Hospital in East Grinstead.

The training delivery will vary depending on the module being studied and may be weekly or block release.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade C/4)
Mathematics (grade C/4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Logical
Team working
Initiative
Non judgemental
Patience
Physical fitness

Other requirements

Sitting for long periods, either behind the reception desk or in a separate room at a computer desk for virtual clinics and frequently wearing a headset. Demonstrate care and compassion for patients and their relatives/ carers, some of whom may have received distressing news. Physically and mentally able to undertake duties required of the post.

About this company

A specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation services across the South of England and beyond. A centre of excellence, with an international reputation for pioneering advanced techniques and treatments. Everything we do is informed by passion for providing the highest quality care.

https://www.qvh.nhs.uk/ (opens in new tab)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Working as a Receptionist or Administrator or as an Executive Assistant or Medical Secretary.
Candidates who successfully complete the apprenticeship will have the opportunity to apply for suitable vacancies in the QVH Hospital.

Ask a question

The contact for this apprenticeship is:

QUEEN VICTORIA HOSPITAL NHS FOUNDATION TRUST

Katharine Bond

katharine.bond1@nhs.net

01342 414230

The reference code for this apprenticeship is VAC1000324114.

Apply now

Closes in 18 days (Tuesday 24 June 2025)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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