This class was created by Brainscape user Ethan Campbell. Visit their profile to learn more about the creator.
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Ethan Campbell
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Decks in this class (16)
Tell me briefly about your job role and the duties you carry out.
My job role is called System Admin, the duties I carry out are document removals, reversals and discharges. I mainly use two systems that work together in order to do my job.
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Describe two other roles in your organisation and explain how your work affects the work carried out in these roles.
I work alongside James who is my manager and what he does is he looks after the team of admins, if I don't do my job properly it makes his job more difficult as he cannot focus looking after the team. I also get duties from medical staff, who are the ones who request these document removals and such.
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What actions did you take to achieve these targets and/or goals?
By managing my time efficiently it has made me self-dependent and consistent with regulating the amount of calls that are completed each day. There will be groups completed in the morning, early afternoon and then late afternoon.
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Tell me about your individual or team goals and/or targets.
30 calls/day & do that by making sure that I manage time efficiently I make sure that I am prioritizing old calls first.
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Describe an internal customer, giving an example from your organisation.
Internal customers are a part of CNTW and request document removals, often being medical staff.
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Describe an external customer, giving an example from your organisation.
An external customer is a customer of internal customers, or a patient of a medical staff. External customers can also be third-parties such as charities.
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How is your service approach different when dealing with your internal customers to your external customers?
When dealing with internal customers, it is best to get straight to the point of fixing an issue they are having. As we both have knowledge of CNTWs policies and procedures and are well-trained, we can both communicate effectively in order to get the job done. However, within our role as a System Admin, we do not interact with external customers.
However, by directly helping CNTWs internal customers, they can be more focused on their duties as medical staff as we optimize their workflow by clea
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Some customers are protected under the Equality Act 2010; tell me about the specific needs that a customer – Will be asked about 1
If there is a customer with an eyesight problem, they can be asked to phone a number and speak verbally, if they have hearing issues that can be communicated via Teams, Zoom or email.
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How does building good relationships with customers benefit your organisation?
By building loyalty and trust with customers, patient appointments, letters and data stored within the Trust will be up-to-date, organized and well-managed. If the patients treat the staff with respect and visit their appointments timely, it can benefit both parties with great value.
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What are the ‘signs and signals’ from customers that tell you that you may need to change your service approach?
When the customer can have a confused body language, makes a long pause before saying something, having a confused face or blatantly lying about understanding what they were taught.
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Tell me about a time when you had to change your service approach to meet a customer’s needs and expectations - how did you do this?
When the customer doesn't understand what they must do when exchanging information, it is best to email them and explain to them, if they do not understand, create a guide using screenshots and arrows and guide them.
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Why is it important for your organisation to balance its own needs with the needs of its customers?
If the team was open 24/7, the staff would be overworked and it would be too expensive. It would greatly benefit customers, however, it would have an imbalance to it. However, if it were on the other spectrum, only being open 3 hours a day, it would be very cheap to run, however, customers would negatively feel the effects.
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Tell me about a time when you have used information gathered from a customer to create a customer focused experience – how did you go about doing this?
Received email, someone ask how to do something, they don't know what theyre doing, spent more time with them, went through more detail as they never have used system
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Tell me about a time when you have responded positively to a customer’s needs – how did you do this?
If I had gotten an email from a customer asking how to approach the task they are currently managing at hand, I would respond positively and in a supportive manner, perhaps even making a guide for them so that they can remember it better to make it easier in the long run.
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Tell me about a time when you built trust with a customer – how did you go about doing this?
By building positive rapport and by being honest and loyal and by doing their task well
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Why is it important to build trust with customers?
Reputation, good reliability, consistency
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End Point Assessment
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