Published on Tuesday, November 24, 2020

Apprentice Receptionist/ Call Handler

Health Care First Partnership

Job Description:

The purpose of the role is to:

  • 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
  • Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
  • Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team
  • Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Duties and Responsibilities


  • To have a thorough knowledge of all Practice procedures
  • To work in accordance of written protocols
  • Filing post in medical records
  • Fax and photocopy as requested
  • Processing and distributing incoming and outgoing mail
  • Provide administrative support to members of the primary health care team for specific office tasks, and ensuring appropriate Practice records are kept up to date
  • Arrange ambulance transport for patients
  • Other clerical duties that may arise

Reception/Contact Centre

  • Greet patients and visitors in a friendly and courteous manner
  • Answer the telephone and direct the caller in the appropriate direction
  • Arrange appointments
  • Handing completed repeat prescriptions to patient and checking names and address
  • Be able to cover all reception position as necessary
  • Provide cover for holidays and sickness


  • Input data
  • Process patients change of address – computer data and medical records (have knowledge of Practice area


  • Process repeat prescription request in accordance with Practice guidelines
  • Record requests for repeat prescriptions
  • Prepare repeat prescriptions (manually and computerised)


  • Have working knowledge of telephone system, during and after hours
  • Taking messages and passing on information

Management of medical records

  • Ensure that records are accurately assembled in advance of each consulting session
  • Ensure that records are available in the instances of urgent consultation
  • Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to
  • Ensure correspondence, reports, results etc. are filed in correct records
  • Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover

Management of appointment system

  • Ensure total familiarity with all appointment systems including regular and incidental variations
  • Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
  • Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
  • Monitor effectiveness of the system and report any problems or variations to the Reception Supervisor
  • Process appointment requests for the day / future appointments from patients by telephone and in person
  • Deal with visit requests

Other Tasks

  • Lock and unlock premises
  • Clear rooms after surgeries, re-stocking as required
  • Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
  • Attend meetings and Target training events

This is not a comprehensive definition of the post. Postholders will be expected to undertake any work that comes within the remit of the post’s purpose. The job description will be kept under review and may be changed according to Practice requirements. Discussions on any major changes will be held with the postholder.

Desired Skills:
  • Excellent effective communication and listening skills
  • Strong IT skills
  • Well organised and thorough, even under pressure
  • Must have good attention to detail, organisational and communication skills
  • Knowledgeable in the use of Microsoft Word/Excel/Outlook
  • Good standard of numeracy and written skills
Personal Qualities:
  • Friendly
  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise people’s needs for alternative methods of communication and respond accordingly
  • Outgoing
  • Able to motivate self but also work within a team
  • Honest, reliable and flexible
  • Must be Polite
  • Presentable and Punctual
  • Must have a good attendance record
  • Confident
  • Enthusiastic, pro-active and self motivated approach
Desired Qualifications:

Qualifications required: GCSE (or equivalent) in English and Maths at C/4 or above is essential. Excellent IT Skills.

Things to Consider:

Future prospects

Great prospects for progression to a permanent reception/administrator for the right candidate dependent on progression over the apprenticeship.

This position will be working towards a L3 Business Admin qualification.

Things to consider

Make sure you can travel to the place of work on a daily basis. A DBS check will be undertaken upon offer of employment.


  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
  • In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Link to Vacancy:
To Apply: Register on the national apprenticeship website, then click the above link to apply
Closing Date:  07 Dec 2020
Additional Information:

We are a 5 partner GP practice dedicated to creating a friendly and caring environment supported by trained and motivated staff, who provide quality health care for our patients. The practice continually aims to improve its services and expand its facilities. We were awarded the Government’s Charter Mark in 1996 in recognition of high quality public services and this was renewed in 1999 and 2002. Also in 1999, we became one of the NHS Beacon Practice sites for our Integrated Nursing Team.

The Practice has five salaried GPs. We have a strong nursing team, including, four nurse practitioners, one specialist practitioner, four practice nurses and three healthcare assistants who all help to deliver a range of our services. The nurse team is led and co-ordinated by Ann Bateson. Advanced nurse practitioners and specialist practitioners are nurse prescribers with advanced training who offer an alternative to seeing a GP for acute illnesses and chronic disease management. We have close links with our community nursing team and health visiting team The practice is supported by our Management, Administration, Reception and Dispensing teams.

We are involved in the training of doctors, medical students and student nurses. GP registrars spend between six and 12 months in the practice and foundation year two doctors spend four months with us. We regularly support the education of medical and nursing students at various stages of their training.

We have a patient list size of 9,700 serving patients in Ferrybridge, Knottingley, and Castleford, West Yorkshire and Byram, North Yorkshire. The main surgery is based in Ferrybridge at Beauforth House Clinic, with clinics also at the old building on Ferrybridge High Street. We have a branch surgery at Byram. The practice provides a dispensing service to 2,700 of its patients and the majority of these are from Byram and the surrounding area. The practice is fully computerised.

Rate this article:
No rating
Comments (0)Number of views (168)

Please login or register to post comments.