Patient Services Administrator Apprentice

Darlington; Tees Valley; Hybrid; GBP 13,000 - 16,000; Full time

Job summary

Neasham Road Surgery is seeking a Patient Services Administrator Apprentice to support day-to-day administrative and reception functions in a busy GP practice in Darlington. You will help patients, assist staff, and develop essential business administration and customer service skills within a healthcare environment.

The apprenticeship includes time away from work for specialist training and will lead to a Level 2 Administration Assistant Apprenticeship, with potential progression to Level 3.

Qualifications

• GCSE maths requirements as stated in the apprenticeship description.
• Ability to handle patient information with confidentiality and GDPR awareness.
• Proactive customer service and reception skills in a busy GP practice.

Responsibilities

• Welcome patients and visitors to the surgery in a friendly, professional, and respectful manner.
• Answer telephone calls and respond to patient enquiries, directing requests to staff.
• Support appointment booking, cancellations, and patient registration processes.

Skills

Customer care skills

Logical

Initiative

Non judgemental

Education

GCSE maths grade 4+/ C+

GCSE maths grade 1+/ G+

Job description

Patient Services Administrator Apprentice (Neasham Road Surgery)

Neasham Road Medical Centre are looking for a friendly and organised Administration Apprentice to join its team. Gain valuable experience in healthcare administration, supporting daily operations, handling patient enquiries, maintaining records, and providing excellent customer service while working towards a recognised qualification.

Wage
£14,560 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Minimum wage rates (opens in new tab)

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

The Patient Services Administrator Apprentice will support the day-to-day administrative and reception functions of Neasham Road Surgery, helping to deliver an efficient, professional, and patient-focused service. Working as part of a busy GP practice team, the apprentice will assist patients, support clinical and administrative staff, and develop key business administration and customer service skills within a healthcare environment. The role will involve handling confidential information, maintain accurate records, and ensure patients receive a positive experience when accessing practice services.

Key Duties & Responsibilities:

• Welcome patients and visitors to the surgery in a friendly, professional, and respectful manner
• Answer telephone calls and respond to patient enquiries, directing requests to the appropriate member of staff
• Support appointment booking, cancellations, and patient registration processes using practice systems
• Maintain accurate patient records and update information in line with NHS and practice procedures
• Assist with processing repeat prescription requests and administrative correspondence
• Manage incoming and outgoing emails, post, scanning, filing, and document management tasks
• Support clinicians and administrative staff with routine administrative duties
• Handle confidential patient information safely and in accordance with data protection requirements
• Assist with processing referrals, test result communications, and other patient-related administration
• Support the practice in maintaining accurate records and completing routine data entry activities
• Help patients access online services, where appropriate, and provide guidance on practice procedures
• Work collaboratively with colleagues to ensure the smooth running of reception and administrative services

Skills & Experience Gained:

• Healthcare administration and patient services experience
• Use of clinical and administrative IT systems
• Professional communication with patients, clinicians, and external healthcare providers
• Understanding of confidentiality, GDPR, and information governance within healthcare
• Customer service and reception skills in a busy GP practice environment
• Organisation, prioritisation, and time management skills
• Experience maintaining accurate records and managing sensitive information
• Understanding of NHS primary care services and healthcare administration processes

Ideal Candidate:

This role is suited to someone who is:

• Friendly, approachable, and professional
• Reliable and willing to learn
• Organised and able to manage multiple tasks
• Comfortable communicating with a wide range of people
• Able to work effectively as part of a team
• Respectful of confidential and sensitive information
• Confident using computers and willing to develop digital skills
• Able to remain calm and professional in a busy healthcare environment

This apprenticeship provides an excellent opportunity to gain valuable administrative experience within a patient-centred healthcare setting while working towards a nationally recognised qualification.

Where you'll work

186 Neasham Road
Darlington
DL1 4YL

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

• Receive, retrieve, process, record and store information and data.
• Operate within organisational policies, standards and procedures and relevant legislation respecting confidentiality; adapting to operational changes as they occur.
• Use software packages and tools for example AI or automation to input and process data and information, to contribute to routine administration tasks in line with organisational policies and procedures.
• Handle and communicate information in line with organisational policies, procedures and security requirements.
• Recognise and rectify issues and elevate as required. For example stakeholder documents and reports, safeguarding concerns or abusive behaviour.
• Plan and review administration tasks allocated by supervisor.
• Maintain professional relationships with stakeholders.
• Monitor and report on the use of resources such as materials, equipment and supplies.
• Use agreed organisational systems and protocols to manage calendars, diaries and booking systems.
• Source information as requested by stakeholders, ensuring they are shareable. As examples client records, signpost to services or reports.
• Use continuing professional development including self-reflection to support current and future training and development needs.
• Use communication tools to respond to stakeholders using professional language and organisational etiquette.
• Operate within agreed health and safety standards.
• Use time management tools to meet deadlines.
• Review and check own work.
• Use cloud services to share documents for use and or collaboration.
• Protect against security threats for example, strong passwords, two step verification, office tailgating and display of security passes or clothing that identifies secure workplaces.
• Seek clarification and help, when required, to complete assigned tasks within agreed timeframes.
• Receive, retrieve, process, record and store information and data.
• Operate within organisational policies, standards and procedures and relevant legislation respecting confidentiality; adapting to operational changes as they occur.
• Use software packages and tools for example AI or automation to input and process data and information, to contribute to routine administration tasks in line with organisational policies and procedures.
• Handle and communicate information in line with organisational policies, procedures and security requirements.
• Recognise and rectify issues and elevate as required. For example stakeholder documents and reports, safeguarding concerns or abusive behaviour.
• Plan and review administration tasks allocated by supervisor.
• Maintain professional relationships with stakeholders.
• Monitor and report on the use of resources such as materials, equipment and supplies.
• Use agreed organisational systems and protocols to manage calendars, diaries and booking systems.
• Source information as requested by stakeholders, ensuring they are shareable. As examples client records, signpost to services or reports.
• Use continuing professional development including self-reflection to support current and future training and development needs.
• Use communication tools to respond to stakeholders using professional language and organisational etiquette.
• Operate within agreed health and safety standards.
• Use time management tools to meet deadlines.
• Review and check own work.
• Use cloud services to share documents for use and or collaboration.
• Protect against security threats for example, strong passwords, two step verification, office tailgating and display of security passes or clothing that identifies secure workplaces.
• Seek clarification and help, when required, to complete assigned tasks within agreed timeframes.

You will be completing the Level 2 Administration Assistant Apprenticeship Standard with Learning & Skills, Darlington.

The Administration Apprenticeship is designed to equip participants with the fundamentals required to work in any business environment. The programme can be delivered using a blend of on-line, anytime learning and expert-led classroom training covering core topics.

Throughout this Apprenticeship, participants will be supported by tutors who have worked in a business environment and have gained many years of experience and who can truly support you to develop the skills and knowledge required to work in a wide range of administrative roles. This will also provide a potential progression route onto the Business Administration Level 3.

More training information

Training will be provided to achieve the following qualifications:

Training will take place weekly, on a day release basis, at Darlington Borough Council L&S Skills Centre (DL1 1NL). Here you will develop the knowledge, skills and behaviours to ensure these exceed the minimum requirements for the Administration Assistant Level 2 apprenticeship standards.

Requirements

GCSE in:

• maths (grade 1+/G+)

GCSE in:

• maths (grade 4+/ C+)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Customer care skills
• Logical
• Initiative
• Non judgemental

Other requirements

• You will be required to attend our training centre in Darlington (DL1 1NL) and you will need to make your own way there for day release training
• Travel to and from the employer, based at Neasham Road, Darlington (DL1 4YL)

About this employer

Neasham Road Surgery is a modern, purpose-built GP practice located on the corner of Neasham Road and Smithfield Road in Darlington. The practice provides a wide range of primary healthcare services to more than 12,500 patients within the local community and works closely with other GP practices across Darlington to deliver high-quality, accessible healthcare services.

The surgery is committed to delivering compassionate, patient-centred care that supports the health and wellbeing of its community. The team strives to provide healthcare services with professionalism, respect, integrity, and a focus on achieving positive health outcomes for all patients. Neasham Road Surgery offers a welcoming and inclusive environment, with on-site parking including disabled spaces, wheelchair-friendly access, nearby public transport links, and a local pharmacy situated close to the practice.

The practice is built around core values of Compassion, Excellence, Accessibility, Partnership, Improvement, and Integrity. These values guide the way staff support patients and work collaboratively with healthcare professionals and the wider NHS community to deliver the highest standards of care.

As a Patient Services Administrator Apprentice, you will become part of a dedicated team committed to providing excellent customer service and ensuring patients receive the support and care they need when accessing healthcare services.

Successful completion of the apprenticeship Learner could lead to:

• Full time employment and / or Business Administration Level 3 Apprenticeship

The contact for this apprenticeship is:

DARLINGTON BOROUGH COUNCIL

Graham Curry - Learning & Skills Darlington

[e-mail]

07949845325

The reference code for this apprenticeship isVAC2000048087.