Job summary Hathaway Medical Centre is looking to welcome an enthusiastic, compassionate and highly motivated Call Handler/Prescription Administrator to join our friendly team. This vital role involves providing outstanding customer service, whilst working under pressure in a busy environment. We are looking for applicants with a flexible, proactive and adaptable approach with a focus on patient care. This is a permanent position and we are looking for applicants with availability to cover annual leave and sickness on a flexible basis. The position is 30-35 hours over 5 days per week, with shifts between 08:00-18:30. Main duties of the job Main duties of this role include: - Answering and directing phone calls from patients and professionals such as hospitals, care homes, pharmacies and other third parties. - Processing high volumes of repeat prescriptions and dealing with patient queries in a timely manner in a busy surgery environment from printed repeat slips, online requests, and emails About us Hathaway Medical Centre has a purpose built building just off the M4, we are a forward thinking practice with a patient population of just under 16,000. Date posted 28 March 2025 Pay scheme Other Salary £12.21 an hour Contract Permanent Working pattern Full-time, Part-time Reference number A1658-25-0003 Job locations Middlefield Road Chippenham Wiltshire SN14 6GT Job description Job responsibilities Key responsibilities of this role include: Answering and directing phone calls from patients and professionals such as hospitals, care homes, pharmacies and other third parties. Fill in triage forms on behalf of patients, navigating patients through the healthcare system, providing information and support. Ensure patient records are accurate and up to date. Provide excellent customer support to patients and visitors. Handle sensitive information with confidentiality and professionalism. Cover our reception team when required, due to sickness or annual leave. Processing high volumes of repeat prescriptions and dealing with patient queries in a timely manner in a busy surgery environment from printed repeat slips, online requests, and emails Handling prescription queries over the phone and face-to-face from patients, their family and carers, district nurses, pharmacies, and hospitals. Updating repeat medication list from clinic letters or discharge summaries from hospitals. Check when patients medication is due to be reviewed and align review dates/booking in medication reviews if appropriate. Skills: Strong organisational skills with the ability to multi-task and prioritize workload effectively. Excellent interpersonal skills, with the ability to be empathetic and compassionate, with a desire to make a difference in patients' lives. Attention to detail for accurate data entry. Effective verbal and written communication skills, essential for face-to-face patient care and over the phone. Familiarity with Microsoft Packages for email, calendar, and document management. This role will involve a high degree of confidentiality, good communication skills and excellent customer service. You will need to be comfortable working in a high-pressure environment and using your own initiative. Experience is preferred however full training will be given in all relevant areas. Prior knowledge in healthcare or a pharmacy setting is also desirable. Job description Job responsibilities Key responsibilities of this role include: Answering and directing phone calls from patients and professionals such as hospitals, care homes, pharmacies and other third parties. Fill in triage forms on behalf of patients, navigating patients through the healthcare system, providing information and support. Ensure patient records are accurate and up to date. Provide excellent customer support to patients and visitors. Handle sensitive information with confidentiality and professionalism. Cover our reception team when required, due to sickness or annual leave. Processing high volumes of repeat prescriptions and dealing with patient queries in a timely manner in a busy surgery environment from printed repeat slips, online requests, and emails Handling prescription queries over the phone and face-to-face from patients, their family and carers, district nurses, pharmacies, and hospitals. Updating repeat medication list from clinic letters or discharge summaries from hospitals. Check when patients medication is due to be reviewed and align review dates/booking in medication reviews if appropriate. Skills: Strong organisational skills with the ability to multi-task and prioritize workload effectively. Excellent interpersonal skills, with the ability to be empathetic and compassionate, with a desire to make a difference in patients' lives. Attention to detail for accurate data entry. Effective verbal and written communication skills, essential for face-to-face patient care and over the phone. Familiarity with Microsoft Packages for email, calendar, and document management. This role will involve a high degree of confidentiality, good communication skills and excellent customer service. You will need to be comfortable working in a high-pressure environment and using your own initiative. Experience is preferred however full training will be given in all relevant areas. Prior knowledge in healthcare or a pharmacy setting is also desirable. Person Specification Qualifications Essential GCSE grade A to C in English and Maths Experience Essential Experience of working in a customer-facing role, face-to-face and over the phone. Experience in administration. Desirable Experience of working within primary care or GP Practice. Experience of working in a call centre. Experience of working in a pharmacy setting. Person Specification Qualifications Essential GCSE grade A to C in English and Maths Experience Essential Experience of working in a customer-facing role, face-to-face and over the phone. Experience in administration. Desirable Experience of working within primary care or GP Practice. Experience of working in a call centre. Experience of working in a pharmacy setting. 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 Hathaway Medical Centre Address Middlefield Road Chippenham Wiltshire SN14 6GT Employer's website https://www.hathawaysurgery.co.uk/ (Opens in a new tab)