NHS Prescription Ordering Direct Call Handler

3 weeks ago


Telford, Telford and Wrekin, United Kingdom NHS Shropshire, Telford and Wrekin Integrated Care Board Full time
Main Duties and Responsibilities

The successful candidate will be responsible for delivering efficient repeat prescribing processes, reducing prescribing waste, and providing excellent customer service to patients and GP practices in Shropshire, Telford and Wrekin.

Key responsibilities will include:

  1. Acting as the first point of contact for Prescription Ordering Direct, handling routine and specialist enquiries in a professional and helpful manner.
  2. Communicating and recording relevant information to patients, pharmacies, GP practices, and supervisors, referring to others as necessary.
  3. Answering telephone calls, taking messages, and requests for repeat prescriptions from patients, and passing on information accurately to the relevant department/person.
  4. Following Prescription Ordering Direct Standard Operating Procedure (SOP) and protocols for processing repeat prescription requests, under the supervision of pharmacists or pharmacy technicians.
  5. Managing own workload to meet deadlines and maintaining a high level of accuracy in all tasks.
Reducing Medicine Wastage

The successful candidate will be responsible for highlighting over and under ordering of repeat medicines, synchronising prescription medicine quantity, and working within Standard Operating Procedures (SOPs) to remove unnecessary repeat prescriptions.

They will also be responsible for promoting Shropshire, Telford and Wrekin ICB waste campaigns, patient education regarding prescribing waste, and being aware of organisational guidelines and individual practice SOPs.

Improving Patient and Staff Satisfaction

The successful candidate will be responsible for encouraging patients to take responsibility for their repeat prescription ordering, providing guidance to practice staff, and promoting communication throughout the practice team.

They will also be responsible for ensuring 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.

Communication

The successful candidate will be responsible for communicating effectively and efficiently via the telephone with a wide range of people in respect of sensitive and confidential information.

They will also be responsible for participating in meetings and contributing to the development of the service, liaising with GP practices and patients to confirm patient details and prescription requirements, and using electronic communication via the GP computer systems or email.

Responsibility for Information

The successful candidate will be responsible for maintaining confidentiality, security, and integrity of information relating to patients, staff, and Shropshire, Telford and Wrekin ICB business.

They will also be responsible for undertaking routine departmental tasks, including photocopying, scanning, shredding, archiving, and establishing and maintaining filing systems.

Research and Personal Development

The successful candidate will be responsible for participating in staff surveys, routine audits of own work, and team competencies to ensure the quality of service.

They will also be responsible for maintaining the highest standards of professionalism at all times, having due regard for the impact of the work on patients and staff.



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