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Apprentice Receptionist / Call Handler Health Care First Partnership

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: 08 Jul 2022

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday - Friday (Shifts to be confirmed)

    Total hours per week: 37.00

  • Expected duration

    15 months

  • Possible start date

    01 Aug 2022

  • Date posted

    16 Jun 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    3 available

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

Duties and Responsibilities:


  • To have a thorough knowledge of all Practice procedures
  • To work in accordance of 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

Reception / Contact Centre:

  • 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

Management of medical records:

  • 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

Management of appointment system:

  • 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

Other Tasks:

  • Lock and unlock premises
  • Clear rooms after surgeries, re-stocking as required
  • Keeping the reception area, notice-boards 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.

Requirements and prospects

Desired skills

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise people’s needs for alternative methods of communication and respond accordingly
  • Assess own performance and take accountability for your own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on your 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
  • 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

Personal qualities

Personal / Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

  • Willingness to learn and develop new skills
  • Ability to work as part of a team and on your own initiative
  • Be decisive yet maintain a customer-focused approach
  • Trustworthy, honest, reliable, caring and sympathetic

Desired qualifications

  • 5 GCSE’s or equivalent (inc. maths and English)
  • Evidence of a commitment to continuing professional development

Future prospects

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

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).

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About the employer

We are a 5 partner GP practice dedicated to creating a friendly and caring environment supported by trained and motivated staff, who provide quality health care for our patients. The practice continually aims to improve its services and expand its facilities. We were awarded the Government’s Charter Mark in 1996 in recognition of high-quality public services and this was renewed in 1999 and 2002. Also in 1999, we became one of the NHS Beacon Practice sites for our Integrated Nursing Team.

The Practice has five salaried GPs. We have a strong nursing team, including, four nurse practitioners, one specialist practitioner, four practice nurses and three healthcare assistants who all help to deliver a range of our services. The nurse team is led and co-ordinated by Ann Bateson. Advanced nurse practitioners and specialist practitioners are nurse prescribers with advanced training who offer an alternative to seeing a GP for acute illnesses and chronic disease management. We have close links with our community nursing team and health visiting team. The practice is supported by our Management, Administration, Reception and Dispensing teams.

We are involved in the training of doctors, medical students, and student nurses. GP registrars spend between six and 12 months in the practice and foundation year two doctors spend four months with us. We regularly support the education of medical and nursing students at various stages of their training.

We have a patient list size of 9,700 serving patients in Ferrybridge, Knottingley, and Castleford, West Yorkshire and Byram, North Yorkshire. The main surgery is based in Ferrybridge at Beauforth House Clinic, with clinics also at the old building on Ferrybridge High Street. We have a branch surgery at Byram. The practice provides a dispensing service to 2,700 of its patients and the majority of these are from Byram and the surrounding area. The practice is fully computerised.


Health Care First Partnership


Beauforth House

Station Road


WF11 8NJ

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Training provider


Applications for this apprenticeship are being processed by C M S Vocational Training Ltd


Mandy Hodson 01924 614523

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. 

Apprenticeship standard

Customer service specialist

Level 3 (A level)

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