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Customer Service Apprentice Queen Camel Medical Centre

The post-holder will project a positive and friendly image to patients and other visitors to the practice and deal with queries in a professional, courteous and efficient way. The post-holder may be the first point of contact to patients attending the practice to pick up medication.

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Closing date: 24 Jan 2022

Apprenticeship summary

  • Weekly wage

    £161.25

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday - Friday, times TBC.

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    31 Jan 2022

  • Date posted

    23 Jul 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001737997

  • Positions

    1 available

Duties and Responsibilities (after training and with support of colleagues):

  • Issuing prepared prescriptions
  • Collection of prescription charges/checking patient exemption statements
  • Assisting in the operation of efficient stock control appropriate to the needs of the dispensary with the objective of ensuring continuity of supply for patients and minimising wastage
  • Ensuring that drugs are received and stored in an appropriate manner in accordance with the manufacturers’ instructions
  • Ensuring that refrigerated items are stored at the appropriate temperature and maintaining the temperature control record/logbook
  • Maintaining full and accurate records of all dispensing transactions
  • Keeping records of prescriptions sent to community pharmacies
  • To collect all due prescription charges and ensure that the patient declaration on the reverse of the FP10 is duly filled in and signed by the patient or their representative
  • To maintain full and accurate computerised records for all dispensing transactions
  • Book appointments for patients with the appropriate member of the clinical team following practice protocols
  • Support scanning of letters and reports on to patient medical records
  • Undertaking other reasonable duties within the framework of the post as directed by the Practice Manager

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, to 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
  • 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 recognises 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

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

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

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

Requirements and prospects

Desired skills

  • IT Literate
  • Good telephone manner
  • Communication

Personal qualities

  • Organised
  • Responsible

Desired qualifications

  • Maths and English (GCSE or equivalent) – Minimum Grade 4/C or above

Future prospects

Permanent position within the practice and or opportunity to progress onto a higher Apprenticeship


About the employer

Queen Camel Medical Centre offers an extremely high standard of care and thus is a training practice for the next generation of doctors.

We provide a wide range of services and clinics for patients at our practice.

Employer

Queen Camel Medical Centre

Address

West Camel Road

Yeovil

BA22 7LT

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Training

Training provider

YEOVIL COLLEGE

Applications for this apprenticeship are being processed by Yeovil College

Contact

Georgia Beard 07880484219 georgia.beard@yeovil.ac.uk

  • Customer service practitioner Level 2 Apprenticeship Standard

The role of a customer service practitioner is to deliver high quality products and services to the customers. You may be the first point of contact and work in any sector or organisation type. You will influence the customer experience and their satisfaction by demonstrating excellent customer service skills, behaviours and knowledge. Your customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.

As a customer service practitioner, you will learn skills, knowledge and behaviours that allow you to be able to use appropriate systems and resources to enable you to deliver consistent customer service interactions. Build your product and service knowledge whilst meeting various regulations and legislation. Be open to feedback that enable you to develop yourself and your organisational skills.

Full support given in the workplace by your Assessor along with regular reviews with your employer. All Business Apprenticeships are enhanced with monthly Masterclasses delivered onsite at Yeovil College.

Your on-programme learning will be monitored by your assessor and employer. You are required to build a portfolio of evidence to demonstrate what you do and how you do it. You will be observed in your workplace and professional discussions will take place to prepare you for end point assessment. Your overall competency will be agreed prior to end point assessment taking place.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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