Business Administration Level 3 Apprenticeship

Job description

Job responsibilities

To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients at reception and dealing with general patient enquiries, booking appointments and dealing with general enquiries via the telephone and processing of information (electronic and hard copy). To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Team Leaders and Deputy Managers.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Rolle Medical must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Person Specification

Experience

Essential

• Some experience in an administrative or customer service role (e.g. school projects, part-time job, volunteering)
• Experience of communicating with people face-to-face, by phone, or email
• Basic experience using IT systems such as email, Word, or spreadsheets
• Ability to organise tasks and manage time effectively
• Experience working as part of a team
• Understanding of the importance of confidentiality, especially when handling sensitive information

Desirable

• Experience in a healthcare setting (e.g. GP, pharmacy, care home, volunteering)
• Knowledge of NHS systems or procedures
• Experience handling confidential or sensitive information
• Familiarity with booking systems or databases
• Strong customer service skills in a busy environment
• Experience dealing with challenging situations (e.g. upset customers/patients)
• Basic understanding of data protection (GDPR)

Qualifications

Essential

• GCSEs (or equivalent) in English and Maths (usually grade 4/C or above)
• Basic IT skills qualification or evidence of IT ability (e.g. school coursework)
• Willingness to work towards a Level 3 Business Administration qualification
• Good standard of written and spoken English
• Commitment to completing the apprenticeship programme

Desirable

• GCSEs in additional subjects such as Business Studies or ICT
• A Level 2 qualification in Business Administration or a related subject
• Training or certificates in customer service
• Basic knowledge of healthcare or NHS procedures
• Any qualification or short course related to IT, administration, or communication skills

Personal qualities

Essential

• Professional attitude and reliability punctual, dependable, and motivated to learn
• Attention to detail accurate when entering patient information or managing records
• Flexibility able to adapt to changing priorities and support different teams
• Confidentiality and discretion understands the sensitivity of patient information
• Customer service mindset friendly, polite, and able to deal with patients professionally
• Willingness to learn keen to develop skills, knowledge, and progress within the workplace
• Problem-solving ability able to deal with minor issues or queries independently

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Rolle Medical Partnership

Address

Exmouth Health Centre

Claremont Grove

Exmouth

Devon

EX8 2JF

Employer's website

https://www.rollemedicalpartnership.co.uk/ (Opens in a new tab)