Business Administrator- Castlehead Medical Centre

Apprenticeship Description

Castlehead Medical Centre is a forward-thinking and progressive GP surgery based in the heart of Keswick, serving around 8500 patients from Keswick and the surrounding rural communities. We provide a wide range of NHS primary care services, including GP and nursing consultations, chronic disease management, minor surgery, vaccinations, health promotion and an in-house dispensary. Our aim is to deliver safe, high-quality, personalised care to every patient, supported by an experienced team of GPs, nurses, dispensers, receptionists, administrators and allied health professionals. We pride ourselves on being an inclusive, supportive employer. Apprentices are welcomed as valued members of the team and receive structured training, mentoring and encouragement to develop their skills and confidence in healthcare administration. Located within the Lake District National Park, Castlehead Medical Centre offers the opportunity to work in a busy, varied practice while enjoying the benefits of a vibrant local community and stunning scenery.

Duties include:

Reception & Patient Support:

• Welcome patients and visitors, providing a professional and caring service.

• Answer telephone calls, manage online enquiries, and direct patients to the most appropriate service (triage).

• Book, amend and manage appointments using EMIS Web and other NHS systems.

• Process repeat prescription requests and liaise with pharmacies.

• Register new patients and process de-registrations.

• Maintain a tidy, organised reception area and uphold confidentiality at all times.

Data & Records Administration:

• Sort, date-stamp and distribute incoming correspondence.

• Accurately scan, code, and upload documents into patient records, prioritising urgent items.

• Summarise and maintain patient medical histories in line with practice protocols.

• Process requests for medical reports, insurance forms and record copies, ensuring correct invoicing where applicable.

• Support audits, recalls, data collection and reporting for QOF and enhanced services.

• Monitor and respond to NHS mailboxes and workflow tasks in a timely manner.

Dispensary Support:

• Assist in preparing, dispensing and labelling prescriptions under supervision.

• Help manage stock: ordering, checking deliveries, rotating shelves, recording fridge temperatures, and removing out-of-date items.

• Take payments for prescriptions and private work, balance and record monies.

• Promote online services for ordering medication.

• Support safe handling, storage and disposal of medicines, including controlled drugs, following SOPs and CQC requirements.

• Keep the dispensary area clean and organised.

Team & General Duties:

• Communicate effectively with patients, carers, clinicians and colleagues.

• Attend team meetings, training sessions and supervision as required.

• Follow health & safety, infection control, and GDPR/confidentiality policies at all times.

• Undertake any other reasonable duties to support smooth running of the practice.

Essential Criteria:

• Maths & English GCSE grade 4 / C or equivalent qualification

• Good communication and interpersonal skills.

• Accuracy, attention to detail and willingness to learn.

• Ability to stay calm and organised under pressure.

• Respect for confidentiality and patient dignity.

• Basic IT skills (Microsoft Office) and willingness to learn clinical systems.

Desirable Criteria:

• Experience in customer service, healthcare, pharmacy or administration.

• Knowledge of EMIS Web, Docman, AccuRx or other NHS systems.

• Understanding of medical terminology.

• First aid or willingness to undertake relevant courses.

What We Offer:

• Supportive, friendly team environment.

• NHS pension eligibility (if applicable).

• Comprehensive training in reception, administration and dispensing skills.

• Opportunities for personal and professional development.

• A varied role contributing to high-quality care for the Keswick community.

Skills Required:

• Good communication skills – clear, polite and professional with patients, colleagues and external contacts

• Accuracy and attention to detail when handling data, prescriptions and patient information

• Strong organisational skills and ability to prioritise tasks

• Basic IT skills (Microsoft Office) and willingness to learn clinical software (e.g. EMIS Web, AccuRx)

• Ability to work well as part of a team and also use initiative when appropriate

• Problem-solving and a flexible, “can do” approach

• Confidentiality and respect for sensitive information

• Positive attitude towards learning, feedback and professional development

• Ability to remain calm under pressure and in busy situations

• Customer service focus – friendly and helpful, even when dealing with challenging situations

Personal Qualities:

• Friendly, approachable and patient-focused

• Professional attitude with a genuine interest in helping others

• Reliable and punctual, with good time-management habits

• Honest, trustworthy and able to maintain confidentiality at all times

• Positive attitude towards teamwork and supporting colleagues

• Willingness to learn, take feedback and develop new skills

• Calm and resilient when working under pressure or handling sensitive situations

• Respectful and inclusive towards people from all backgrounds

• Self-motivated, with a proactive approach to tasks and problem-solving

• Caring and empathetic, with a focus on providing a high standard of service

Qualifications required: Maths & English GCSE grade 4 / C or equivalent qualification