Medical Receptionist Apprentice

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Rated Outstanding for apprenticeships
in our June 2017 Ofsted inspection

Ofsted - Outstanding Provider

Apprenticeship summary

Job Summary:

To undertake a range of reception and clerical duties in conjunction with the other staff to ensure the smooth and efficient running of the reception. To always maintain a polite cheerful and helpful attitude to all patients at all times.

Duties and Responsibilities:

  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
  • Receive and make telephone calls as required. Take messages, ensuring accuracy of detail and prompt appropriate delivery
  • Dealing with general enquiries, explain procedures and make new and follow-up appointments
  • Dealing with request for home visits, ensuring careful recording of all relevant details
  • Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non disruptive manner
  • Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
  • Message taking for all members of the Health Care Team
  • Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours
  • Advise patients of relevant charges for private (non General Medical Services) services and issue receipts for the same
  • Completing tasks on a daily basis.  Ensuring that colleagues are aware of unresolved urgent matters
  • Faxing/Photocopying/Filing/E-mailing
  • Ensuring that all public areas, reception area and consulting rooms are stocked and are kept tidy and safe at all times
  • Opening and Closing of the surgery
  • Tidying of new patient records before filing
  • Scanning
  • Have an understanding of the Choose and Book system
  • To complete secretarial duties
  • Making refreshments, ensure the kitchen is kept clean and tidy.  Maintain a tidy reception and waiting room area
  • Attend meetings and undertake further training as agreed. Such meetings and training may be outside the normal working hours of the post holder.  Providing holiday and sickness cover for colleagues
  • Any other duties appropriate to the post as delegated by the Practice Manager


  • 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

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

  • To take reasonable care for the health and safety of themselves and others who maybe affected by their acts or omissions at work
  • Using personal security systems within the workplace according to Practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work


The post-holder will strive to maintain quality within the Practice, and will:

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
  • Work effectively with individuals in other agencies to meet patients needs
  • Effectively manage own time, workload and resources


The post-holder should recognise the importance of key effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise people’s needs for alternative methods of communication and respond accordingly

Requirements and prospects

Desired skills

  • Good Basic Education, to ensure literacy & numeracy
  • Good written and verbal communication skills
  • Ability to work in a team
  • Ability to cope under pressure
  • Confident and pleasant manner
  • Ability to work without direct supervision
  • IT Skills, especially Word, Outlook, internet

Personal qualities

  • Flexibility to work hours to cover holidays as agreed in advance, and occasionally at short notice                    
  • Tenacity/determination                              
  • Evidence of self-motivated development
  • Good health

About the employer

Silverdale Medical Centre

Silverdale Medical Practice is based in Thurmaston, Leicester. All members of the practice team are dedicated to providing our patients with a high standard of quality service that is responsive to their needs at all times.

Apprenticeship Framework:Customer service practitioner
Weekly Wage: £117.00
Working Week: Monday - Tuesday 9:30am - 4:00pm Wednesday 10:30am - 5:00pm Thursday - Friday 12:00pm - 6:30pm
Apprenticeship duration: 13 months
Possible start date: 11-04-2019
Level: Intermediate

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