● To receive, assist and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient and effective way.
● To provide general assistance to the Practice team and project a positive and friendly image to patients’ and other visitors, either in person, via the computer or via the telephone.
● Undertake a level 2 apprenticeship
The duties and responsibilities to be undertaken by a Reception Apprentice may include some or all of the items in the following list, dependent on competency levels, and current and evolving Practice workload and staffing levels. Duties may be varied from time to time under the direction of the Practice Manager.
Patient Appointments:
* Manage patient appointment requests via Anima, telephone, and face-to-face.
* Book appointments for nurses and PCN staff (e.g. paramedics, pharmacists).
* Use judgment to prioritise urgent patients requiring same-day consultations.
* Record home visit requests accurately and refer to the Duty Doctor when necessary.
Patient Reception & Enquiries:
* Provide a professional, efficient, and welcoming reception service.
* Handle general patient enquiries, book new and follow-up appointments, and explain practice procedures.
* Register new and temporary patients, ensuring all required documentation is completed.
* Answer and direct telephone calls, take accurate messages, and ensure prompt delivery.
* Process payments and issue receipts for private (non-NHS) services.
Administrative Duties:
* Complete EMIS and Docman tasks.
* Update patient information on ICE and ensure records are available for the Phlebotomist.
* Maintain QFit lists and accurately enter patient information into clinical systems.
* Prepare clinic lists, notes, and associated paperwork.
* Chaperone and assist patients during examinations when required.
* Carry out delegated Care Coordinator (CC) and General Practice Assistant (GPA) duties in line with practice policies.
Premises Responsibilities:
* Open and prepare the practice at the start of the day, including deactivating alarms.
* Secure the premises at the end of the day by locking the building, switching off lights, and activating alarms.
* Undertake additional duties as requested by the Partners or Practice Manager.
Maintain accurate patient information using:
* EMIS Web, Docman, AccuRx, Anima, NHS Mail.
* Learn and use additional systems as required through relevant training.
Professional Responsibilities:
* Maintain strict confidentiality of patient, staff, and practice information.
* Ensure all information is handled in accordance with practice policies and data protection requirements.
* Follow Health & Safety and infection control procedures.
* Identify and report risks and maintain a safe working environment.
* Keep knowledge and skills up to date through training.
* Treat all patients, carers, and colleagues with dignity, respect, fairness, and without discrimination.
* Respect individual needs, beliefs, and rights.
* Maintain awareness of safeguarding responsibilities for adults and children.
* Complete mandatory safeguarding training and follow practice procedures for raising concerns.
* Participate in annual appraisals and ongoing training.
* Take responsibility for maintaining and developing professional knowledge and skills.
* Contribute to maintaining high standards of patient care and service quality.
* Identify risks and opportunities for improvement.
* Work collaboratively with colleagues and external healthcare professionals.
* Manage workload and time effectively.
* Communicate professionally and effectively with patients, carers, and colleagues.
* Adapt communication methods to meet patients' needs.
* Follow data protection and security procedures during all patient interactions.
* Follow practice policies, standards, and guidelines.
* Support service development and participate in audits where appropriate.
What your apprenticeship includes:
- You won’t need to attend college, our apprenticeships are delivered through work based training which includes a mixture of face-to-face sessions and remote Team calls with your Lifetime Learner Coach every 6 weeks. You will also have a mentor within the workplace to support you.
- Obtain Functional Skills in English and Maths (if you don’t already have GCSE or equivalents)
- Reviews every 12 weeks with the Apprentice, Line Manager and Lifetime Learner Coach including feedback sessions.
At Wells Medical Practice, you will be working towards a Customer Service Practitioner Level 2 Qualification over the course of 15 months.
Desired Skills
• Able to format good English both verbally and written • Willing to learn • Basic IT skills
Personal qualities
● Friendly
● Helpful
● Eager to learn
● Reliable
● Attention to detail
Qualifications required
No qualifications needed
Future prospects
Long term position and a possible differ to the clinical side of things or gradually admin responsibility increase (management).
Training to be delivered
Customer Service Practitioner Apprenticeship L2 including Functional Skills in Maths and English
Employer
The Wells Medical Practice - Tunbridge Wells
Visit employer websiteAddress
Abbey Courts
Kent
Tunbridge Wells
TN4 9TF
The map below displays the employer’s location, please check travel times before applying.