Customer Services Administrator Apprentice (Level 2/Intermediate) - KT&A2987

Employer Description

A small, rural, 2 partner, GP practice offering all the usual contractual services of a GP Surgery.  In addition the surgery also has its own on site dispensary, which dispenses medications to its registered patients.

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Travel Information:

The surgery is situated on the A20 in Sellindge.  There is a limited bus service from Folkestone and Ashford.

There is free on site car parking.

Description of Vacancy

The primary purpose of this role is to offer general assistance at the dispensary counter, projecting a positive, friendly image to patients and other visitors.

Other tasks will include answering patient queries face to face at the dispensary counter, at the telephone or via email and assistance with the general administration duties of the dispensary.

The duties and responsibilities to be undertaken by members of the dispensary 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 or Assistant Practice Manager, dependent on current and evolving practice workload and staffing levels:

• Processing personal requests for medications, ensuring callers are directed to the appropriate healthcare professional, should a query arise.  This may be with a GP, nurse/HCA, pharmacist or signposting to any other service as required.
• Assist patients either face to face or on the telephone to deal with their dispensary enquiries.
• Processing and distributing incoming (and outgoing) mail.
• Processing prescription requests.
• Taking messages and passing on information.
• Administrative duties.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Providing help and information to patients and visitors.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Unpack and process deliveries for the dispensary.
• Ordering, re-ordering and monitoring of stationery and other supplies.  Re-stocking the stationery cupboard with these supplies.
• Provision of refreshments for staff and visitors as required; washing up afterwards and keeping the kitchen area clean and tidy.
• Administration for monthly prescription claim.
• Assist the team with unwanted or returned dispensary items.

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.   They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.  They may also have access to information relating to the practice as a business organisation.  All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & safety:

The post-holder will assist in promoting and maintaining their own and others’ 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. This will include:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role.
• Undertaking periodic infection control training (minimum annually).
• Reporting potential risks identified.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• 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.
• Effectively manage own time, workload and resources.

Contribution to the implementation of services:

The post-holder will:

• 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.

Housekeeping duties

The post-holder will:

• Serve refreshments, clean and tidy away afterwards.  Defrost fridge if appropriate.
• Ensure premises are kept clean and tidy between visits from cleaning staff.

It is important that all members of staff are prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the practice.  The Partners reserve the right to redistribute duties and functions among members of staff from time to time, and requests for such changes shall not be reasonably refused.

Wage

£238 per week

Hours

Monday: 9am – 5pm. 30 minutes unpaid lunch break
Tuesday: 9am – 5pm. 30 minutes unpaid lunch break
Wednesday: 9am – 1pm
Thursday: 9am – 5pm. 30 minutes unpaid lunch break
Friday: 9am – 5pm. 30 minutes unpaid lunch break

Includes 20% paid time for training
20% paid time during working hours is given to complete training, referred to as "Off the Job Training"

Skills Required

Effective communication within the team; listening carefully to patients their carers and other team members to enable effective communication either verbally or in writing.

Empathy to recognise people’s needs for different ways of communicating and to respond accordingly.

Recognition of the need for maintaining the confidentiality of information relating to patients, carers, colleagues and other healthcare workers.

Good computer skills, to enable information to be gleaned from the computer system and the ability to add information to a computer database.

Personal Qualities

Reliable, good time keeper

Empathy

Paying attention to detail

Qualifications Required

GCSE Level 9-4 (or Grade A-C) in English and maths, or equivalent qualifications in these subjects

Training Provided

On the job training with the employer whilst working towards the Apprenticeship Standard – Customer Services Practitioner Level 2 Standard will establish an Apprentice’s skills to deliver high quality service to customers both internally and externally. The Apprenticeship will incorporate knowledge of customers and the customer experience, understanding the organisation, its products/services and their role and responsibilities. Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.

Additional Detail

As of 1st April 2024, the NMW for Apprentices is £6.40 per hour. This applies to 16-18 year old Apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other Apprentices the Apprentice National Minimum wage appropriate to their age applies.

The wage for Apprentices applies to both time spent on the job plus time spent in training.

Important Information

The employer has asked that you do not contact them direct. Doing so could jeopardise your application. You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work on a daily basis whilst waiting for your first wages to be paid.

KT&A: Kent Training & Apprenticeships are part of Kent County Council and are a leading training organisation with nearly 30 years successful experience. KT&A specialise in high quality work-based training, delivered by qualified staff with personal experience of working in the skill area they teach.