Prescription Ordering Direct Call Handler

Our Prescription Ordering Direct Call Handlers are people just like you: people who have come to us from all walks of life, from different backgrounds and age groups, people who all have the same things in common.
- Our POD Call Handlers are all caring and empathetic.
- They all have great communication skills and love talking to people.
- They all love making a difference to people's lives.
- They are passionate about preserving NHS resources to ensure patients receive the right medications at the right time

The call handler will be working with member practices within Shropshire, Telford and Wrekin ICB to deliver efficient prescribing processes, thus reducing prescribing waste and delivering better quality for patients and the GP practice.

The post holder must have excellent communication skills and the ability to work independently as well as within a team. Good IT skills and competent in typing/word processing are necessary, a working knowledge of GP computer systems would be an advantage.

The NHS is the biggest employer in Europe. It’s a world-renowned institution and an exciting place to work, full of challenges and opportunities.

You will be a member of a large, friendly Medicines Management team and will be based at our Ptarmigan House site at Shrewsbury Business Park, SY2 6LG. Your employment within the Prescription Ordering team enables us to provide high quality care to patients across Shropshire, Telford & Wrekin.

We will provide full, specialised training in a friendly environment in our Shrewsbury office. In addition to a competitive salary, you will benefit from access to the generous NHS Pension Scheme, plus 35 days' annual leave inclusive of Bank Holidays (pro rata), as well of plenty of NHS exclusive discounts too.
- Act as first point of contact for POD when dealing with routine and specialist
- Communicate and record relevant information to patients, pharmacies, GP practices, and supervisors, referring to others as appropriate.
- Answering telephone calls, taking messages and requests for prescriptions from patients, and passing on information accurately to the relevant department/person.
- Follow POD Standard Operating Procedure (SOP) and protocols for processing prescription requests, under the supervision of others including a Pharmacy Technician.
- To be able to respond efficiently to a demanding role with constant pressure from telephone calls whilst maintaining accuracy and ability to follow up all queries in a timely manner.
- Strictly 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.
- Able to work on own initiative and unsupervised, within defined policies and procedures to set timescales.
- Have a flexible/adaptable approach to their work in order to meet various deadlines
- To ensure that 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 that patient safety is paramount.
- To carry out any other delegated duties as required.
- Highlight over and under ordering of repeat medicines to the POD management team according to agreed protocols.
- Synchronising prescription medicine quantities.
- 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.
- To communicate effectively and efficiently via the telephone with a wide range of people in respect of sensitive and confidential information
- The post holder will have excellent interpersonal skills and be able to communicate effectively with colleagues at all levels.
- To liaise with GP practices and patients to confirm patient details and prescription requirements.
- The post holder will 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.
- To undertake other routine departmental tasks, including photocopying, scanning, shredding, archiving and establishing and maintaining filing systems.
- Be aware of responsibility for provision of information with respect to the Data Protection Act and the Freedom of Information Act.
- 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.
- Manage own work schedule efficiently and effectively.
- Cover for team colleagues in their absence.