Customer Service Apprentice Level 2 Dtu/reception

5 months ago

Oxford, United Kingdom Oxford University Hospitals NHS Foundation Trust Full time

Customer Service Level 2 Apprentice - Fixed Term 15 months

Cancer Directorate - DTU/Reception

Are you looking for a career where you can really make a difference and at the same time learn valuable new skills? Our administrative staff provide essential support to the clinical teams striving to ensure the patients’ experience is what we would expect for our own family and friends.

We currently have a placement for a Level 2 Customer Service Apprentice to join our Team within our Day Treatment and Outpatient Service. If you are motivated, enthusiastic and looking for a rewarding and challenging role, then we would love to hear from you. In return, you will receive full training, gaining skills and experience whilst gaining Customer Service Level 2 qualification.
- To provide an efficient and effective high quality service to customers/patients in accordance with Trust policies and procedures.
- To attend regular meetings with the supervisor and assessor and to attend training sessions leading to a Standard Level 2 Intermediate Apprenticeship in Customer Service.
- To cooperate with the Manager and Apprenticeship team to identify and develop areas of knowledge and skills for own personal and professional development and to review progress at regular intervals through the review progress process.

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

Communication
- To provide appropriate reception cover and remain customer/patient focused at all times
- To learn how to manage customer/patient conflict and challenge
- To develop how to plan business communications and answer telephone calls, take messages and to effectively communicate accurately with the relevant stakeholders both verbally and in written formats.
- Be able to work on own initiative, prioritising work within defined policies and procedures to set timescales.
- To learn how to appropriately communicate using verbal and non verbal communication skills.
- To promote the image of the department and the Trust to visitors and patients.
- To learn how to use paper and electronic systems to retrieve and record patient information in line with Trust documentation standards and operational systems. Ensure information is accurate and securely maintained.
- To learn how different types of measurements and evaluation tools are used within the Trust to monitor customers services levels

Respect, Equality and Diversity
- Adhere to all Trust, Directorate and Unit policies.
- Recognise and respect people at all times with regard to age, disability, gender, position, race, religion and sexual orientation through professionalism and courtesy, treating all patients, colleagues, visitors, carers and others as they would wish to be treated.
- Act in a non-discriminatory manner at all times being mindful of the requirements of each individual patient respecting choices, preferences ensuring care is patient centred.
- Escalates concerns regarding discriminatory practises.
- Ensure patients', families'/carers' property is respected and handled as per Trust policy.
- To be a flexible and supportive member of the team.
- To act as a key role model for Apprenticeships and be a supportive team participator in Apprenticeship career events.

Planning and Organisation
- To learn how to prepare healthcare records for patient appointments/procedures to enhance the smooth running of the department and reception.
- To demonstrate flexibility, time management skills and to be able to prioritise and organise own workload with the support from support of your team.
- To learn how to input data, monitor and print reports from computerised systems.

Quality and Service Development
- To learn and to understand the principles of customer service and the differences between internal and external customers.
- To understand how to recognise and adapt approach to different customer/patient needs and the best way to manage their expections.
- To learn how to recognise the importance of balancing the needs of the Trust and its customers/patients
- Assist in maintaining a clean, tidy and safe working environment
- Report all accidents, incidents and areas of concern to your manager.
- To adhere to the local and national Health and Safety regulations and the organisations Policies and Procedures.
- To be responsible f

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