(App842) Apprentice Administrator Level 3

Reception and Patient Services:

• Provide a professional, friendly, and compassionate front-of-house service to patients and visitors.


• Receive, assist, and direct patients to appropriate services or clinicians.


• Handle telephone, online, and face-to-face enquiries efficiently and sensitively.


• Manage appointments, home visits, and telephone consultations using the clinical system (e.g. EMIS Web/SystmOne).


• Signpost patients appropriately to NHS 111, pharmacy, or community services where suitable.


• Register new patients, update details, and process temporary residents.


• Respond promptly to urgent or emergency situations, following Practice escalation procedures.

Administrative and Clerical Duties

• Process and distribute incoming and outgoing mail and correspondence.


• Manage clinical and administrative messages accurately and efficiently.


• Provide clerical support including typing, scanning, and document management.


• Process repeat prescription requests in accordance with Practice policy.


• Maintain accurate records and filing systems, ensuring compliance with GDPR.


• Support clinicians with administrative tasks such as referrals, letters, and audit data.


• Keep clinical rooms and reception areas tidy, clean, and appropriately stocked.


• Order, monitor, and manage stationery and consumables.


• Assist in the delivery of digital services such as online booking, electronic prescribing, and patient text messaging.

Confidentiality and Data Protection

• Maintain strict confidentiality of all patient and practice information.


• Comply with the Data Protection Act 2018, UK GDPR, and Practice Confidentiality Policy.


• Share information only with authorised individuals in line with policy.


• Report any data breaches or information governance incidents immediately to the Practice Manager or Caldicott Guardian.

Health, Safety, and Infection Prevention

• Adhere to all Practice health & safety and infection prevention and control (IPC) procedures.


• Maintain safe working conditions for patients, visitors, and staff.


• Identify and report risks, hazards, or incidents promptly.


• Participate in regular health & safety and relevant training.


• Maintain clean and safe reception, waiting, and staff areas.


• Dispose of clinical waste appropriately and safely.

Equality, Diversity, and Inclusion

• Treat all patients, carers, and colleagues with dignity, respect, and fairness.


• Recognise and respond sensitively to cultural and individual differences.


• Promote equality and inclusion in all aspects of work.

Safeguarding

• Be aware of and follow the Practice’s safeguarding policies and procedures.


• Identify and report any safeguarding concerns involving children or vulnerable adults to the Practice Safeguarding Lead.


• Complete all required safeguarding training.

Personal and Professional Development

• Participate in induction, training, and annual performance reviews.


• Take responsibility for personal learning and development.


• Maintain up-to-date knowledge of Practice systems and NHS initiatives.


• Complete mandatory e-learning and refresher training as required.

Quality and Continuous Improvement

• Contribute to Practice quality improvement.


• Participate in audits, patient surveys, and team meetings.


• Identify and suggest improvements to patient experience and service efficiency.


• Report incidents, near misses, or concerns following the Practice Significant Event policy.