Patient Services Apprentice

7 months ago

Dronfield, United Kingdom Dronfield Medical Practice Full time

**Dronfield Medical Practice**

**Patient Services Apprentice**

**Qualifications**

English and Maths GCSE at grade 4 or above
Keyboard skills and IT skills an advantage
Excellent communication skills

**Reports To**
Lead Receptionist/Lead Administrator, Assistant Practice Manager, Practice Manager, ultimately the Partners

**Location**
The majority of shifts at Dronfield Medical Practice but may also need to work at other sites in locality as required.

**Definition of Role**
To act as a focal point of communication between patients, GPs and other administrative and medical staff. Ensuring excellent service to patients at all times, including a range of practice administration, the smooth running of practice reception and dealing with patient enquiries.

**1.Reception Duties**
- Offer general assistance to the practice team, patients and visitors to the practice, either in person or over the telephone. Receive and direct patients courteously and efficiently so that they can access the appropriate service or healthcare professional without difficulty.
- Ensure the agreed practice procedures regarding appointment systems, booking times etc. are adhered to and explained to patients accordingly.
- Ensure provision is made for patients requiring 'urgent consultation’.
- Ensure that patients are seen by the most appropriate person for their own individual needs eg GP or Practice Nurse.
- Explain the practice arrangements and formal requirements to new patients and those requiring temporary cover. Complete all relevant procedures.
- Ensure requests for prescriptions are actioned, where possible, within 48 hours.
- Action requests for ambulance transportation and record as per current protocols.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.
- Undertake Practice administration including the processing of results, correspondence, notifications, and tasks as per Practice Policy.

**2.Practice Administration**
- Filing and retrieving paperwork. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures including (but not exhaustive) Read Codes, Recall Letters and Scanning
- Undertake various administrative duties which contribute to the smooth running of the Practice, including provision of secretarial and clerical support to clinical and other administrative staff.
- Ensure communication to and from patients, other members the primary health care team and external agencies is processed accurately and within the necessary timescales.
- Respond to all queries and requests for assistance from patients and other visitors.
- Taking messages and passing on information.

**3. Management of Appointment Systems**
- Ensure total familiarity with all the appointment systems including regular and incidental variations.
- Book computerised appointments and action patient re-calls.
- Monitor the effectiveness of the system and report any problems.

**4. Medical Records**
- Ensure correspondence, reports, results etc. are passed to the appropriate person/filed in correct record/entered on electronic record.
- Ensure utmost accuracy at all times when accessing/entering information into patient electronic record.
- Retrieve or file paper file records as required ensuring an accurate and tidy filing system.

**5. Telephone System**
- Receive incoming calls in a polite and efficient manner.
- Take accurate and necessary details by phone. o Divert calls and take messages as required.
- Telephone patients with information as required eg to give results.
- Receive calls from patients regarding results and other medical enquiries.
- To keep the caller informed of action, eg being placed on hold.

**6. Security**
- Take steps to ensure the security of the surgery, staff and patients.
- Ensure premises are left secure and safe at the end of the working day.

**7. Any other relevant duties as directed.**
- To provide 'holiday cover’ for colleagues as required.

**8. Special Requirements of the Post**
- An understanding, acceptance and adherence to the need for strict confidentiality, as per the Caldicott Guidelines.
- An ability to use own judgement, resourcefulness and common sense to respond to patient’s enquiries, requests and needs.
- Excellent communication skills.
- A willingness for personal development in line with practice requirements.
- The job description will from time to time be reviewed in consultation with the job holder._

**Job Types**: Full-time, Fixed term contract
Contract length: 18 months

**Salary**: £10,418.17 per year

**Benefits**:

- Bereavement leave
- Company events
- Company pension
- Free flu jabs
- Free parking
- Health & wellbeing programme

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Dronfield, S18 1PY: reliably commute or plan to relocate before starting work (required)

**Education**:

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