Senior ATO - Customer Service

Wye Valley NHS Trust; West Bromwich; On-site; GBP 25,000 - 27,000; Full time

Job summary

Wye Valley NHS Trust is recruiting for an ATO - Customer Service position within the Pharmacy team at Hereford County Hospital. The role focuses on delivering an efficient reception service, handling prescriptions, and directing queries to the appropriate Pharmacy team member, while maintaining patient confidentiality.

The post involves supporting both Dispensary and Ward-Based Pharmacy services, assisting with dispensing and stock control, and supervising Band 2 staff.

Qualifications

• Good IT skills and confidence using standard pharmacy systems.
• Clear and professional communication with patients, carers, and staff.
• Ability to prioritise workload and meet deadlines in a busy environment.

Responsibilities

• Support Pharmacy services across Dispensary and Ward-Based Services under supervision.
• Assist in preparation, dispensing, distribution and stock control of medicines.
• Supervise and train Band 2 ATO staff and contribute to service improvement.

Skills

IT skills

Clear communication

Time management

Education

4 GCSEs at grade C or above in Maths, English and two other subjects

Level 2 in Pharmacy Services

In-house training programme for Band 3 duties

Job description

Job Summary

ATO - Customer Service position

We are looking for a friendly, organised and professional individual to join our Pharmacy team, with a key focus on providing an efficient and welcoming reception service. You will be an important first point of contact for patients, carers, hospital staff and other healthcare professionals, responding to face-to-face and telephone enquiries, receiving and managing prescriptions, taking and relaying messages, and helping to ensure queries are directed to the appropriate member of the Pharmacy team. You will use pharmacy electronic systems to support prescription tracking and workflow, undertake a range of administrative duties and handle confidential patient information appropriately. Working in a busy environment, you will need excellent communication and organisational skills, a calm and helpful approach, and the ability to prioritise competing demands while delivering a positive experience for everyone accessing the Pharmacy service.

Please note this post is open to B2 applicants if the qualifications/competencies described in the Person Specification have not yet been achieved

Main duties of the job

To provide support to Pharmacy services across the Dispensary and Ward-Based Services, under the supervision of registered pharmacy professionals. The post holder will assist in the preparation, dispensing, distribution, and stock control of medicines, ensuring safe and timely supply to patients and departments.

The role includes routine and non-routine tasks, requiring the use of standard procedures and judgement in prioritising workload.

The post holder will also support the supervision and training of Band 2 ATO staff and contribute to service improvement initiatives.

About Us

Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.

Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.

We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we'd want for our family and friends.

More than 3,500 people work for the Trust - they tell us it's a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.

We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.

Russell Hardy, Trust Chairman: 'The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential.'

Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time...all the time.

Job Description

Job responsibilities

To view role requirements and role responsibilities in full, please view supporting documents linked to this vacancy.

Person Specification

Essential

• Education & Qualifications
• 4 GCSE's at grace C or above in Maths, English and two other subjects
• Level 2 in Pharmacy Services
• Completion of in-house training programme demonstrating competency for Band 3 duties

Essential

• Skills, Knowledge & Abilities
• Good IT skills
• Able to communicate clearly and professionally with patients, carers and healthcare staff both verbally and in writing
• Able to manage time effectively and meet deadlines

Experience

• Desirable
• Experience working in a pharmacy or healthcare setting
• Experience working in a hospital pharmacy environment
• Experience dealing with patients, healthcare professionals and the public

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

• Employer name
• Wye Valley NHS Trust
• Address
• Hereford County Hospital
• Stonebow Road
• Hereford
• HR1 2ER
• United Kingdom
• Employer's website
• https://www.wyevalley.nhs.uk/ (Opens in a new tab)

£25,272 to £27,476 a yearProgression from B2 to B3 upon completion of competencies