Primary Care Administration Apprentice (Edinburgh)
Join to apply for the Primary Care Administration Apprentice (Edinburgh) role at MICROCOM TRAINING LIMITED.
£11,648 to £20,821 per year, Full‑time (40 hours)
Job Purpose
As first point of contact for our patients, your focus will be on ensuring patients and visitors to the practice receive the best possible service. You will provide a professional, efficient, and friendly reception service for all patients and other visitors and enjoy making a difference to every person who walks through our doors.
This is a varied role that will see you offering a range of patient care activities, including receiving, assisting and directing patients in accessing the most appropriate service or healthcare professional in a courteous, efficient and effective way. You will facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies. You will also 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.
Accountable To
Practice Manager
Key Responsibilities
Below is a list of duties that may be undertaken. Duties may vary under the direction of the Team Leader depending on workload and staffing levels.
* Work effectively alongside other teams and clinicians within the practice in a professional manner to nurture a spirit of collaborative team working.
* Develop positive working relationships with colleagues and external stakeholders.
* Be encouraging and supportive to colleagues across the practice.
* Promote a positive working environment.
Patient/ Customer Care
* Meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner.
* Offer general assistance to the practice team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.
* Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
* Liaise with district nurses, midwives and other professionals within community teams, on behalf of patients.
* Ensure an effective and efficient service is provided to patients and any other visitors to the Practice.
* Ensure that excellent patient care is being delivered at all times.
* Play an active role in the coordination, and review of patient surveys.
* Offer solutions and actively listen to patients to resolve issues.
* Deal with complex and sensitive issues.
* Receive specimens for laboratory analysis from patients and advise patients of their test results on request.
* Arrange patient transport as directed.
Operations
* Process telephone requests for appointments, visits and telephone advice.
* Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, including signposting patients to the most appropriate service using in‑house guidance.
* Deal with all general enquiries, explain procedures and make new and follow‑up appointments.
* Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non‑disruptive manner.
* Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record.
* Monitor flow of patients into consulting and treatment rooms.
* Maintain and monitor the practice appointments system, adding clinics and amending slots as directed.
* Collate patient data as directed.
* Advise patients of relevant charges for private (non‑General Medical Services) services, accept payment and issue receipts for same.
Prescriptions
* Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request.
* Deal with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists.
Other tasks
* Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
* Ensure that all registrations including new, immediately necessary and temporary residents are registered onto the computer system promptly and accurately.
* Keep the reception area free from obstructions and clutter.
* Keep the office well‑stocked with stationery and other supplies.
* Maintain a thorough knowledge of all Practice procedures and work in accordance with written protocols.
* Ensure building security – have a thorough knowledge of doors, windows, alarm.
* Undertake a variety of EMIS tasks to assist in the smooth running of the practice, contacting patients as requested by team leaders, managers and clinical staff when required. Respond to system‑wide alerts.
* Contribute to the development and improvement of services to patients.
* Assist colleagues in learning new procedures and offer support across the team when required.
* Act as a mentor and/or buddy for new team members and apprentices within the team. Assist the Team Leader with induction and training.
Confidentiality
* Maintain confidentiality, security and integrity of information relating to patients, staff and the business.
* Access to confidential information relating to patients, their carers, practice staff and other healthcare workers as part of performance of duties.
* Access to information relating to the practice as a business organisation. All such information from any source is regarded as strictly confidential.
* Any breach of confidentiality will be regarded as ‘gross misconduct’ according to the Staff Handbook.
Equality and Diversity
* Act in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation.
* Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behave in a manner which is welcoming to and of the individual, is non‑judgemental and respects their circumstances, feelings priorities and rights.
Personal / Professional Development
* Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work.
Health and Safety
Assist in promoting and maintaining health, safety and security as defined in the practice health & safety policy, the practice health & safety manual and the practice infection control policy and published procedures.
Communication
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognise people’s needs for alternative methods of communication and respond accordingly.
Quality
* Strive to maintain and improve quality within the practice, and 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.
Contribution to the implementation of services
* Apply practice policies, standards and guidance.
* Discuss with other members of the team how the policies, standards and guidelines will affect own work.
* Participate in audit where appropriate.
What will I learn?
You will learn how to work in a busy office environment, how to work both independently and as part of a team and how to manage your workload.
Qualifications
* National 5 English is required for this role.
* Knowledge of Microsoft packages.
* IT skills.
* A can‑do attitude.
If you are interested please send your CV to recruitment@microcomtraining.com with subject ‘Primary Care Edinburgh’.
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