Customer Service Practitioner Level 2 Apprentice

5 months ago

Park, United Kingdom My Learning Skills Full time

**Customer Service Practitioner Level 2 Apprentice**:
Customer Service Practitioner Level 2

18 months

**Overview**:
Front desk patient interaction, answering busy phones, requesting prescriptions, booking referrals, actioning tasks from GPs, opening up rooms, locking up rooms, shredding etc.

**Mayfield Medical Group**:
Park Road, NE32 5SE

**£198.00**

****Per Week

**37.5 Hours**

Per Week

**Role and Responsibilities**:
**Responsibilities**:

- Meet and greet patients / visitors face to face and via telephone.
- Book patients in on arrival and organise appointments electronically.
- Signpost patients to relevant services.
- Receive telephone calls, diverting them to the relevant person.
- Take and record messages in the relevant book for all staff including attached staff.
- Choose and book referrals.
- Sign patients up to online access services.
- Process temporary residents, new patients etc.
- Record home visits, extracting patient information from the computer for the GPs.
- Read code all relevant information.
- Issue repeat prescriptions electronically and manually, updating the patients record.
- Stamp and distribute incoming mail.
- Accept cash for reports, sick notes etc issue receipts and record incoming cash against the serial number.
- Opening and locking the building.
- Ensure the building is secure at all times and that every evening all windows and doors are locked and checked.
- Replenish stocks in GPs rooms.
- General housekeeping duties.

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 guideline
- 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 holders role
- Undertaking periodic infection control training (minimum annually)
- Reporting potential risks identified

Dealing with Vulnerable people:

- The practice has strict policies relating to dealing with vulnerable people and child protection. The post holder will need to work within these policies at all times.

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 recognises the importance of peoples 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

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