Customer Services Administrator Apprentice

7 months ago

Ashford, United Kingdom Kent Training & Apprenticeships Full time

**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.

**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.

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 in

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