NHS Prescription Ordering Direct Call Handler
1 week ago
We are seeking a highly motivated and organized individual to join our Prescription Ordering Direct (POD) team as a Call Handler. The successful candidate will be responsible for providing excellent customer service to patients, pharmacies, and GP practices, ensuring efficient repeat prescribing processes and reducing prescribing waste.
Key Responsibilities- Act as the first point of contact for POD, handling routine and specialist enquiries in a professional and courteous manner.
- Communicate and record relevant information to patients, pharmacies, and GP practices, referring to others as necessary.
- Answer telephone calls, take messages, and requests for repeat prescriptions from patients, and pass on information accurately to the relevant department/person.
- Follow POD Standard Operating Procedure (SOP) and protocols for processing repeat prescription requests, under the supervision of others including a pharmacist.
- Respond efficiently to a demanding role with constant pressure from telephone calls, maintaining accuracy and ability to follow up all queries in a timely manner.
- Photocopy and word process documents, letters, emails, and reports as required, with a standard level of keyboard skills and ability to use Microsoft Office programs.
- Maintain patient confidentiality, accessing only those medical records and areas within the record that are necessary in the performance of the duties outlined in this job description.
- Work on own initiative and unsupervised, within defined policies and procedures to set timescales.
- Have a flexible and adaptable approach to work to meet various deadlines.
- Ensure patients are not over-ordering prescription items, are only ordering items that they require at that time, and informing of any items that they are no longer taking to ensure patient safety is paramount.
- Highlight over and under ordering of repeat medicines to the POD Facilitator or pharmacist/technician according to agreed protocol.
- Synchronise prescription medicine quantity.
- Work within the Standard Operating Procedures (SOPs) where a patient no longer requires certain medications (as they have not been ordered for a period of time) can be removed.
- Promote Shropshire, Telford and Wrekin ICB waste campaigns.
- Patient education regarding the issues of prescribing waste.
- Aware of organisational guidelines and refer to them as necessary.
- Aware of individual practice SOPs and refer to them as necessary.
- Encourage ways to promote patients to take responsibility for their repeat prescription ordering and to highlight waste issues.
- Provide guidance to practice staff, and promote communication throughout the practice team.
- Ensure a system is in place for highlighting when medication reviews are due for patients, with a safety net system in place for those that are missed.
- Ensure the correct dosing instructions appear in all repeat prescriptions (with certain exclusions as advised by the Medicines Management Team).
- Implement ways to allow patients to take responsibility for their repeat prescription ordering and to highlight waste issues.
- Promote innovation around medicines management.
- Communicate effectively and efficiently via the telephone with a wide range of people in respect of sensitive and confidential information.
- Excellent interpersonal skills and able to communicate effectively with colleagues at all levels.
- Participate in meetings and contribute to the development of the service.
- Liaise with GP practices and patients to confirm patient details and prescription requirements.
- Use electronic communication via the GP computer systems or email.
- Participate in meetings and contribute to the development of the service.
- Respond to queries in an appropriate manner, taking appropriate action as required, and with reference to Data Protection and in accordance with ICB procedures.
- Remove from a patient's repeat list any unnecessary repeat prescriptions that have not been ordered for an agreed length.
- Amend all necessary data synchronisation of prescription quantities in line with STW ICB Standard Operating Procedures (SOP).
- Review highly confidential and often contentious information during the course of their day-to-day work. It is imperative that patient/staff confidentiality is maintained at all times.
- Maintain confidentiality, security, and integrity of information relating to patients, staff, and Shropshire, Telford and Wrekin ICB business.
- Undertake other routine departmental tasks, including photocopying, scanning, shredding, archiving, and establishing and maintaining filing systems.
- Aware of responsibility for provision of information with respect to the Data Protection Act and the Freedom of Information Act.
- Manage and prioritise work effectively, raising issues as they develop.
- Participate/undertake staff surveys and routine audits of own work as and when required.
- Participate within team competencies to ensure quality of service.
- Maintain the highest standards of professionalism at all times, having due regard for the impact of the work on patients and staff.
- Ensure that direction given by pharmacists or pharmacy technicians is appropriately actioned.
- Ensure Mandatory Training is undertaken and up to date as per Shropshire, Telford and Wrekin ICB Policy.
- Manage own work schedule efficiently and effectively.
- Cover for team colleagues in their absence.
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