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 to Friday, times TBC.
18 months (duration)
7 December 2020(start date)
Business Administrator (apprenticeship standard)
30 November 2020 (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.


Main Tasks and 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 desk is manned at all times during the practice opening hours
  • Answering general enquires, 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 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 beginning and end of each day in accordance to practice protocol
  • Have working knowledge of 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

  • Full-time position may be available upon successful completion of the Apprenticeship

Reality Check

Monday – Friday (with possibility of early start, late finish or occasional Saturday).
Core hours are between 7.30am – 8pm.
Reception work patterns will be arranged in shifts to the needs of the business.
There will occasionally be a need for all reception staff to be flexible in order to cover leave and extended hours shifts.

Skills Required

  • Telephone skills
  • Computer keyboard skills
  • Excellent communication skills
  • IT skills
  • Customer service skills
  • Familiarity with medical technology

Qualities Required

  • An understanding of and adherence to the need for strict confidentiality
  • Ability to use own judgement, resourcefulness and common sense
  • Ability to work without direct supervision and determine 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
  • Ability to work in a changing environment

Qualifications Required

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

Training Provided

  • PARAGON SKILLS have the ENERGY & EXPERIENCE to give you the EDGE in kick starting your career. Our Learning and Development Coaches will deliver outstanding teaching and learning to help ENERGISE you to complete your apprenticeship training and leave you confident to EXECUTE tasks to the highest standard.

Paragon will provide the training for this apprenticeship within your company’s site therefore there is no need for you to attend an outside training facility at any time.

On completion of this apprenticeship you will receive:

  • Diploma Level 3 in Business Administration
  • Functional Skills in Maths, English & ICT Employment (if required)
  • Rights & Responsibilities
  • Personal Learning & Thinking Skills
Register interest