Receptionist / Patient Navigator Apprentice - Advanced (Level 3)

Avenue Surgery (Employer)

Paragon Training Academy Ltd (Training Provider)

Weekly wage £168.75
37.5 hours per week Monday - Friday (Times to be confirmed)
15 months (duration)
6 December 2021(start date)
Customer service specialist (apprenticeship standard)
30 November 2021 (application closing date)
Register interest

Job Description

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.

Responsibilities

The duties and responsibilities to be undertaken by members of the practice navigation team
may include any or all of the items in the following information. Duties may be varied from time to time under the direction of the senior receptionist or practice management, dependant on current and evolving practice workload and staffing levels:

  • Have a thorough knowledge of the practice and all policies and protocols relative to the role
  • Ensure that the reception is manned at all times during the practice opening hours
  • Answering general enquiries explaining surgery procedures. Demonstrating up to date awareness of the various range of services the practice/community provides
  • Registering patients for Systemonline Access
  • Be able to cover all reception roles, including cover at alternative locations if required
  • Respond to a patient in an emergency
  • Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
  • Deal with patient request for registration as per the practice protocol, explaining practice arrangements and formal requirements
  • Process patients E Consult information and action accordingly
  • Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
  • Demonstrate familiarity with all appointment systems in operation
  • Book appointments, ensuring that enough information is recorded for the clinician to follow, using the signposting tool on the clinical booking system
  • Monitor and direct patients where necessary to consulting and treatment rooms
  • Draw the Doctors/Nurses attention to any patient who may need immediate attention
  • Make the Doctors/Nurses aware of patients with special needs e.g. deaf or blind.
  • Retrieving and re-filing of patient notes as required, ensuring strict alphabetical order is adhered to
  • Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
  • Dealing with all the surgery post and franking of all mail
  • Maintaining Confidentiality at all times
  • Ensure that the telephone system is operational at the beginning and end of each day in accordance to practice protocol
  • Have working knowledge of the telephone system
  • Be fully conversant with the Practice computer system including word and Microsoft outlook
  • Strictly adhere to the practice computer security protocol
  • Ensure building security - have thorough knowledge of doors/windows/alarms (including opening up procedures, de-activation of alarm system and making all necessary preparations to receive patients
  • Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstruction and clutter
  • Attend training sessions

Future Prospects

  • Upon successful completion of the Apprenticeship a possible full time role will be available

Reality Check

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit: https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Telephone skills
  • Computer keyboard skills
  • Excellent communication skills
  • IT skills
  • Customer service skills

Qualities Required

  • An understanding of and adherence to the need for strict confidentiality
  • Ability to use your own judgement, resourcefulness and common sense
  • Ability to work without direct supervision and determine your own workload priorities
  • Ability to work as part of an integrated multi-skilled team
  • Ability to project a positive and friendly image to patients and visitors
  • Pleasant, articulate and helpful
  • Ability to work under pressure
  • Enthusiastic
  • Calm and self-reliant
  • Team worker
  • Able to use your own initiative
  • Flexible
  • Quick learner

Qualifications Required

  • Experience of working in a public reception environment
  • Experience of dealing with the public/patients
  • Commitment to personal and professional development

Training Provided

Paragon Skills is a leading national Apprenticeship training provider supporting over 4,000 learners through their training, and 1,500 organisations to consistently deliver high quality Apprenticeships across their businesses.

Paragon Skills achieves some of the highest success and achievement rates in the industry. Its extensive experience across multiple specialisms has contributed to an overall achievement rate of 71.4% (2018/19) exceeding the national average of 65.6%, and an Ofsted Grade 2 Good rating.

On completion of this 18 month apprenticeship you will have achieved: Level 3 Customer Service Practitioner

Register interest

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