Customer Service Apprentice

Overview Details Apply

Sector:
Other

Number of vacancies:
1

Company name:
Beacon Medical Group

Company location:
Ivybridge

Salary per week:
£110

Hours:
30

Duties:

KEY RESPONSIBILITIES:

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 Reception Manager, dependant on the current and evolving workload and staffing levels.

Patient/ Customer Care

  • To meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner
  • Offer general assistance to the practice team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.
  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
  • To actively seek to go above and beyond when meeting patient expectations
  • To be able to deal with some challenge around access to clinicians or appointments
  • Ensure that excellent customer care is being delivered at all times
  • To listen and be open to the view of other team members
  • To work effectively with other colleagues
  • Able to deal with challenging patients at times

Operations

  • Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record.
  • Monitor flow of patients into consulting and treatment rooms
  • Collate patient data as directed
  • Receive specimens for laboratory analysis from patients and advise patients of their test results on request
  • Make outgoing telephone calls to patients as required communicated via task or in person from the clinician.
  • Process tasks and workflow
  • Scanning and attaching documents to patient records
  • Allocating electronic letters and post to intended recipient
  • Photocopying, faxing and shredding of information as required
  • Chase up queries and problems with outside agencies as requested by clinicians
  • Advise patients of charges for private (non General Medical Services) services, accept payment and issue receipts for same.

Prescriptions

  • Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request according to practice protocols.

 

Patient Registrations and Deductions

  • Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
  • Ensure that all registrations including New, immediately necessary and temporary residents are registered onto the computer system promptly and accurately.
  • Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
  • Deduct patients according to the process in practice.

Facilities

  • Provide support for the Dermatology Camera located at individual sites in reception.
  • Replenish GP supplies and equipment in their consultation room according to shift rota.
  • Keeping the reception area, notice-boards and leaflet dispensers tidy and free

from obstructions and clutter.

  • Keeping the reception well-stocked with stationery and other supplies
  • To maintain a thorough knowledge of all Practice procedures and work in

accordance of written protocols

 

Other Tasks

  • Undertake a variety of SystmOne tasks to assist in the smooth running of the practice, contacting patients as requested by managers and clinical staff when required. Responding to system wide alerts.
  • Contributing to the development and improvement of services to patients
  • To assist your colleagues in learning new procedures and offering support across the team when required.

 

  • Confidentiality

 

  • The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and the business.
  • In the performance of the duties outlined in this job description, the postholder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.
  • They will 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.
  • Any breach of confidentiality will be regarded as ‘gross misconduct’ according to the Group Staff Handbook.

Equality and Diversity

The postholder will positively 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-judgemental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The postholder 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.

Health and Safety

The postholder 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.

Communication

The postholder should recognize the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognize people’s needs for alternative methods of communication and respond accordingly.

Quality

  • The postholder will strive to maintain and improve 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.

Contribution to the implementation of services

The postholder 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

Training:

All training to be provided by City College Plymouth in collaboration with the company themselves throughout the duration of the apprenticeship.

 

Qualities and skills:

  • You must work effectively alongside other teams and clinicians within the Group in a professional manner to nurture a spirit of collaborative team working
  • You should be able to develop positive working relationships with colleagues and external stakeholders
  • You must be encouraging and supportive to colleagues across the Group and you will be promoting a positive working environment.
  • The postholder will strive to maintain and improve 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.

Prospects:

The Beacon Medical Group have invested in the apprenticeship programme over the last 3 years and have recently taken on many apprentices in their Ivybridge and Plympton branches.

Other info:

You may need to compete an assessment with City College Plymouth before being considered for this position.

The details contained in this Job Description are not exhaustive and may change as the post develops

Any overtime (above 30 hours) is paid at £8.20 per hour. We also have opportunities for weekend working and enhanced rates.