Main Responsibilities: Be the first point of contact with patients who are making clinical and non-clinical requests via the Tower Family Healthcare AskmyGP system. Ensure safety of our patients by following correct processes. Ensure requests which are received within the Tower Family Healthcare Hub are allocated appropriately to ensure that patients and other healthcare professionals are directed to the most appropriate healthcare professional or other end disposition. Use effective questioning and active listening to ensure when speaking to patients that patients achieve the correct outcome. Use advanced communication, negotiation and probing skills across a wide range of enquires including emotive circumstances or caller aggression. Ensure where appropriate any AskmyGP request that does not require a clinical intervention are redirected to other appropriate resources. Communicate effectively with patients, carers and all health care professionals and other Tower Family Healthcare staff. Quickly and accurately record patient details, symptoms and enquiries where further contact is required. Maintain an up to date awareness of current policies. Actively contribute to the development and service improvement within the Tower Family Healthcare Hub proactively offering ideas and suggestions for improvements. Actively monitor own adherence, conformance and non-productive time to drive efficiency within the Tower Family Healthcare Hub and ensure patient safety is not compromised. Participate fully in meetings with the Clinical Services & Implementation Lead and in an annual performance review to identify areas of professional development. Answering the telephone in a professional and friendly manner, ensuring a positive outcome. Liaising with other agencies where appropriate such as (local pharmacies, district nurses, midwives, health visitors, care homes, hospitals etc.) Process repeat prescription requests received by NHS app, email, paper or via telephone, in accordance with practice protocol. Ensure all prescription requests are processed and are ready for collection within a 48-hour timeframe. Be able to recognise when request is made for existing repeat dispensing (batch) item. Undertake training as requested/required to support safe and effective services for the Practice. Actively encourage patients to use the Practice prescription centre or NHS app to facilitate monthly collections. Discuss with patients their requirements, encouraging patients to order only what they require. Be aware of compliance issues, highlighting any overuse or underuse to the appropriate clinician. Be aware if annual review is due/overdue & ensure review is booked if able to do so. Monitor the generic prescription inbox in a timely manner. Ensure personal task box is dealt with in a timely manner. Check patient details including nominated pharmacy. If no nomination selected encourage patient to choose one. Encourage all patients to receive their prescriptions via EPS. Participate in patient information campaigns. Maintain a clean, tidy, effective working area at all times. Communicate effectively with patients, carers and all health care professionals and other Tower Family Healthcare staff. Escalating any issues to the Clinical Services & Implementation Lead in the first instance. Ensure where appropriate any AskmyGP request that does not require a clinical intervention are redirected to other appropriate resources. Any additional duties as required to ensure the smooth running of the practice. To ensure maximum use of resources to gain the necessary knowledge, skills and attitudes to provide the service required. To demonstrate motivation and enthusiasm towards career development and other personnel.