Medical Receptionist Apprentice

  • Petroc Group Practice
  • St Columb Major, Cornwall
  • £5.80 per hour

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

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  • GMFJ Reference
    94837
  • Wages
    £5.80 p/h
  • Hours
    37.00 per week
  • Date Posted
    28/01/2019
  • Start Date
    21/03/2019
  • Approx. Duration
    12 months

  • Location
    St Columb Major
  • Status
    Now Taking Applications
  • Sector
    Business & Administration
  • Opportunity Type
    Intermediate Level 2
  • Employer
    Petroc Group Practice

Description

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Acknowledge a patients arrival at the desk within 2/3 minutes of arriving, if the situation is unmanageable at the time due to the amount of patients waiting then advise the patients in the queue you will be with them as soon as possible and call for assistance.

• Deal with all general enquiries, explain procedures and make new and follow-up appointments. This requires a helpful attitude even when experiencing negative, unresponsive and sometimes verbally abusive behaviour from patients.

• Communicate test results using taught skills and ensuring accuracy

• Alert Management on patients records

• Ensuring that paperwork is distributed/dealt with correctly

• Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

• Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and nurses are currently working in the building and whether they have arrived for their clinics. Observe clinics running late and advise patients waiting and offer apologies.

• Explain practice arrangements and formal requirements to new patients and those seeking temporary registration and ensure procedures are completed.

• Receive and make telephone calls as required. Phones must be answered within 6 rings and no more. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Be polite and helpful at ALL times. If a patient’s behaviour becomes unacceptably abusive refer the call to your line manager. Do not shout or respond in a rude manner to the patient.

• Keep your working environment clean, tidy and free from clutter at all times.

• Ensure that you provide an efficient, professional and detailed handover to the member of staff taking over from you before you leave your duty.

• Enter requests for home visits onto the home visit sessions on EMIS ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.

• Participate on a daily basis in task management and ensure that tasks are kept up to date at all times.

Actively participate in Practice Training to ensure you provide a high level of service for the practice. This may mean you need to attend a training session outside of your normal working hours.

• Enter patient information on to the computer as required and as appropriate and within the correct time frame for safety of receipt of the information

• Patient notes and correspondence

Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

Ensure correspondence, reports, results/scanned etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.

Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.

• Premises:

Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients. Follow the opening up protocol carefully.

When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated. Follow the closing up protocol carefully.

• Ensure that all new patients are registered onto the computer system promptly and accurately. Undertake any other additional duties appropriate to the post as requested by management or Partners.

For more information about this vacancy please contact Truro and Penwith College on 01872 305500 (Ref ID: 94837)

Company website : www.petrocgrouppractice.co.uk

General administration skills
Desirable: Office Administration and Computing

Day 1

Recap key messages from induction on how to successfully complete the apprenticeship.

Employee Rights and Responsibilities. Learner will develop an understanding of the role of organisations and industries, as well as gaining an understanding and awareness of employer’s expectations and employees’ rights and obligations.

Day 2

Managing personal performance and development: SMART targets; Professional development; Career development goals; Work-life balance; Feedback; Learning styles; Time management.

Day 3

Communication in a business environment: Clear, effective and professional written, verbal and non-verbal communication (day 1 of 2).

Day 4

Communication in a business environment: Clear, effective and professional written, verbal and non-verbal communication (day 2 of 2).

Day 5

Tuition Support Day – for self-study units:

Optional units including:

Unit 102 – Use a telephone and voicemail system

Unit 103 – Meet and welcome visitors in a business environment

Unit 202 – Produce business documents

Unit 207 – Provide reception services

Unit 242 – Using email

Day 6

Customer Service and Sales: Maximising sales (upselling & cross selling): Sales techniques; Feature and benefits; Needs and expectations.

Day 7

Customer Service and Sales: Brand promises; Service offer; Service knowledge; Equality and Diversity.

Day 8

Study day

Day 9

Business awareness and change: Business structures and models; External and internal factors that may impact on a business; Goals; objectives and how these align with strategy; change implementation.

Day 10

Equality and Diversity: Understanding equality and diversity; Benefits of E&D; Legal implications.

Day 11

Teamwork: Developing good work relationships; Making a positive contribution to the business; Dealing with conflict.

Day 12

Day 13

Project development: Identification of project; Developing business case; Developing project plan.

Study time ½ day.

Presentation skills:

Project review; Presentation skills; Presentation software.

Day 14

Study day

Day 15

Health and Safety: Legislation requirements

Day 16

Project Development (½ day): Reviewing project progress; Developing project.

Study time ½ day.

Day 17

Presentation skills: Final practice day for presentations.

Study time ½ day.

Day 18

Project presentations: Learner project presentations to employer audience*

Presentations of certificates for unit examination achievements.

*Time/duration dependant on cohort group size.

  • Punctuality
  • Sensitivity
  • Awareness of the need for confidentiality
On successful completion of this apprenticeship, there is a possibility of a permanent position.

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