This is an Apprenticeship Vacancy. The successful candidate will be employed by the company outlined below and receive on-the-job training from them. Alongside this, they will undertake an Apprenticeship Programme with ACT Training and receive support and guidance from an experienced Assessor, to help them achieve the relevant qualifications. Please refer to the Course Outline at the bottom of this page for an overview of the Apprenticeship Programme.

Company Name: Haygarth Doctors

Location: Hay-on-Wye / Talgarth

Job Title: Receptionist

Apprenticeship Programme: Business Administration Level 3

Hours of Work: 36 hours per week

Days and Times of Work: 4 days per week – to be negotiated but propose Monday, Tuesday, Wednesday and Thursday. 9 hours per day, times vary depending on site 08:00 to 18:00 or 08:30 to 18:30

1 hour lunch break unpaid

10 minutes paid break in the morning and afternoon

Salary:  £7.50 per hour 

Company Overview: 

We are a pro-active, well established, friendly, dispensing, innovative, training GP Practice with 7 GP partners (5.35 WTE). We provide primary care services for approximately 8,500 patients in a rural practice area of approximately 400 square miles.


The Practice is set in a beautiful rural location nestling on the Welsh–English Border of Powys and Herefordshire and is within easy reach of the Brecon Beacons and Black Mountains. We have one surgery in Hay-on-Wye which is famed for its Literary Festival which takes place in May and for being one of the greatest second hand book centres in the world. We also have a second site in Talgarth which is the ancient capital of Brycheiniog, with its ancient Tower House and restored water mill and bakery.  Local produce is available in abundance around the locality in shops and the many excellent restaurants.  There are many opportunities to undertake adventurous land, air and water based activities in the immediate area.  There is excellent and varied housing, good schools, and many other areas of interest within easy reach.  Road and rail links are good, with local train stations in Hereford, Abergavenny, Cardiff, Swansea and Birmingham, which are all within driving distance.

Key Duties: 

The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list.  Duties may be varied from time to time under the direction of the Practice Manager/Reception Team Leader, dependent on current and evolving practice workload and staffing levels:

  • Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols
  • Maintaining and monitoring the practice appointments system
  • Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
  • Processing and distributing incoming post/mail
  • Taking messages and passing on information
  • Filing and retrieving manual records when required
  • Processing repeat prescriptions in accordance with practice guidelines
  • Computer data entry, processing and recording information in accordance with practice procedures
  • Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
  • Clearing and re-stock consulting rooms as required
  • Providing clerical assistance to practice team as required, including word/data processing, filing, photocopying and scanning
  • Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter


  • Welcome and greet patients/visitors in a polite, friendly and courteous manner
  • Checking name/address then handing completed/checked repeat prescriptions to patient
  • Advise patients on the relevant charges for private services
  • Issue invoices, accept and record payments
  • Respond to all queries and request from patients and visitors for assistance
  • Record and process all requests from patients when seeking urgent access for immediate treatment, minor ailments and minor injuries
  • Record and process requests for urgent or non-urgent ambulance transportation
  • Record patient’s complaints, concerns, and issues and pass these to the Practice Manager for her attention and action


  • Operate and manage the electronic appointment system
  • Process appointment requests for today and pre-booked appointments from patients by telephone and in person
  • Record sufficient information about the patient’s needs
  • Deal with home visits requests
  • Monitor flow of patients into consulting/treatment rooms
  • Ensure patients who need urgent consultations are seen in a logical and non-disruptive manner
  • Explain practice systems to new patients and those seeking temporary treatment.


  • Register new patients
  • Process patients change of address (have knowledge of practice area)
  • Process repeat prescription request in accordance with practice guidelines
  • Record electronically any data which requires entry onto the patient’s record

Information Technology – I.T. Training

  • All staff undertake Information Technology induction training with the Practice I.T. Support Officer


  • To have a working knowledge of telephone system
  • Provide telephonist duties – to receive and make telephone calls – to transfer calls and take messages as appropriate
  • To ensure the system is operational and report any faults/ malfunctions to the I.T. support officer, Practice Manager or Assistant Practice Manager
  • To transfer telephone calls to the out of hours services and ensure answering service is functioning

Other Tasks

  • Clear rooms after surgeries – ensure consulting rooms are prepared in readiness for each consultation session, check full range of forms, stock and equipment is available
  • To ensure all rooms are left clean, tidy and well stocked at the beginning and end of each working day
  • To report any faults, system failures, repairs or hazards to the Practice Manager or Assistant Practice Manager
  • Ensure building security – have knowledge of doors/ windows/alarm

Any other tasks/duties allocated by Practice Manager, Assistant Practice Manager or Reception Team Leader

To support clinical staff and non clinical staff in their duties when requested to do so


Essential Requirements:  

Customer service skills
Flexible, friendly and approachable
Ability to work as a team
Interpersonal skills
Organisational/time management skills
Problem solving skills

Desirable Requirements

Education to GCSE standard
I.T. Skills (MS Office, Internet etc)
Previous EMIS web experience

Closing Date for Applications: May 26th, 2021

Please note that applications received after the closing date may still be considered, subject to the vacancy being filled.

Interview Date: 9th June 2021

Important Information:

  • You will be contacted by telephone and email throughout the recruitment process; therefore, please ensure the contact details you provide are accurate and that you check your messages regularly.
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