Guildhall Surgery

Receptionist/Administrator Apprentice - Intermediate (Level 2)

Guildhall Surgery (Employer)

West Suffolk College (Training Provider)

Weekly wage £221.25
37.5 hours per week Monday - Friday - 10am - 6.30pm (1-hour unpaid lunch)
15 months (duration)
4 October 2021(start date)
Customer service practitioner (apprenticeship standard)
27 September 2021 (application closing date)
Register interest

Job Description

The Guildhall Surgery is a small rural General Practice with 5000 patient on our list. We have 4 General Practitioners who are supported by a team of nursing and administrative staff. They have an exciting opportunity for an Apprentice Administrator to join the team.


You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. You will 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. You will provide administrative support and services to all members of the practice team.

Duties include:

  • Greet patients and visitors to the practice
  • Book in, amend and cancel patient appointment in line with practice appointments procedures ensuing optimum efficiency of the appointment system
  • Ensure that patients without appointments but who need 'urgent consultations’ are booked into appropriate slots and referred to a GP where necessary
  • Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice’s protocols. Print off home visit summary sheets
  • Ensure computerised appointment system is up-to-date
  • Respond and/or redirect all patient and visitor requests accordingly
  • Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed
  • Set-up of new patients onto the computer system
  • Advise patients of relevant charges for private services, accept payment and issue receipts for same
  • Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions - when required
  • Ensure correspondence, reports, results etc. are filed electronically in correct patient record
  • Ensure reception and waiting areas are kept neat and tidy
  • Re-stocking of information leaflets/ registration and information packs, as appropriate
  • Answering incoming telephone calls, ensuring calls are documented and redirected accordingly
  • Undertake administration tasks as allocated on rota organised by line manager
  • Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes)
  • Check emails on a daily basis. Also regularly check fax machine for incoming messages. Send faxes as required
  • Regularly check message EMIS to check all messages have been actioned.
  • Amalgamation of new patient records
  • Check fridge daily for lab specimens for courier collection
  • Send urgent referral forms to hospitals etc. when required
  • Ensure all items from Dr fridges are removed each evening
  • Action daily tasks from the reception duty check list
  • This job description is not exhaustive and may be adjusted periodically after review and consultation
  • You will also be expected to carry out any reasonable duties, which may be requested from time-to-time
  • Work safely at all times in accordance with Legislative requirements and Practice Policy and Procedures

Equipment and Machinery:

  • Personal Computer system including internet activity which is utilised as a means of communication both internally and externally
  • Practice Clinical System EMIS to manage and record patient appointments, inputting patient registration data, accessing patient data as necessary and when undertaking audits
  • Fax and photocopying machines
  • The post-holder is responsible for, in concert with others, maintaining the accuracy of the Practice’s Clinical System EMIS

Assignment of work:

  • The post-holder’s work assignment is determined by the requirements of the Practice, GP Partners, the Practice Manager and the patients
  • The Practice Manager provides immediate line-management for the post-holder.  However, the post-holder is expected to be self-directed and self-motivated using  their own initiative and requiring minimum input from the Practice Manager. The Post-holder’s work is formally reviewed by annual appraisal
  • The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements

Decisions and judgements:

The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including:

  • Establishing and maintaining effective lines of communication with the GPs and Practice Manager
  • Communicating clearly and effectively with staff to aid the smooth running of the Practice
  • Responding to requests or queries for support as they arise in an appropriate and timely manner
  • Prioritising workload and requests for support
  • Making the most effective use of resources available
  • Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations

Most Challenging part of the Job:

  • Managing the many conflicting priorities that the post requires
  • Ensuring practice protocols are followed for the prioritisation of work
  • Providing and maintaining a professional and effective dialogue with patients

Communication and relationships:

  • Internally with the GPs, Practice Manager and colleagues to help ensure that practice aims and objectives are met
  • Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the Practice and the needs of patients registered at the Practice
  • Externally with patients registered at the Practice

Future Prospects

If there are any vacancies within the surgery once the apprenticeship is completed, then the applicant would have the opportunity to apply.

Reality Check

  • 20 days annual leave plus bank holidays
  • Any travel expenses will be paid for
  • Work related training

Skills Required

  • Strong communication and interpersonal skills
  • Effective time management skills
  • Strong organisational skills and attention to detail

Qualities Required

  • Ability to work on own initiative without supervision and prioritise own workload
  • Ability to solve problems and be managed remotely
  • Ability to work under pressure with conflicting demands
  • Self-motivated
  • Ability to adapt to a changing workload and priorities
  • Ability to relate to all levels of the organisation confidently and effectively
  • Ability to create and maintain effective working relationships
  • Ability to work in line with strict guidelines in respect of confidentiality

Qualifications Required

  • GCSE Grade 4/C or above (or equivalent) in maths and English
  • Basic IT skills are essential
  • Willingness to undertake further training as required and agreed is desired

Training Provided

Level 2 Customer Service Practitioner Apprenticeship.

Register interest


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