Job summary
NHS Prescription Ordering Direct (POD) Call Handler
Part time posts available (hours to be determined and agreed subject to service requirement)
Working hours for the part-time posts are to be determined and agreed subject to service requirements.
The post holder must have GCSE grade C or above in English and Maths (or equivalent experience) and previous customer service experience.
The post holder must have excellent communication skills and the ability to work independently as well as within a team. Good IT skills and competency in typing/word processing are necessary, a working knowledge of GP computer systems and call centre experience would be an advantage.
Based at
Wellington Civic Offices, Larkin Way, Tan Bank, Wellington, Telford TF1 1LX
Main duties of the job
The Prescription Ordering Direct Call Handler will:-
1. Work with various member practices and pharmacies within Shropshire, Telford and Wrekin ICB to deliver efficient repeat prescribing processes thus reducing prescribing waste.
2. Deliver an effective and competent level of receptionist, telephone and clerical support and consistently deliver a "patient centred" service which promotes good customer service and effective working relationship
3. The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
4. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and the organisation.
About us
Shropshire, Telford and Wrekin Integrated Care Board (ICB) commission high quality, equitable and integrated healthcare for the population of Shropshire, Telford and Wrekin.
The safe and cost effective use of medicines across Shropshire, Telford and Wrekin is of key importance within these services. The ICB is looking for a motivated and enthusiastic Prescription Ordering Direct prescription clerk to join the Medicines Management Team, who is driven by a passion for high quality services for our patients.
Shropshire, Telford and Wrekin ICB provide a centralised telephone and email prescription ordering service for 37 member GP practices, equating to around 70,000 prescription requests per month.
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 outcomes for patients and GP practices.
Job description
Job responsibilities
5. M a i n Duties/ Responsibility:
6. Act as first point of contact for POD when dealing with routine and specialist enquiries in a pleasant and helpful manner, maintain excellent customer service standard
7. Communicate and record relevant information to patients, pharmacies, GP practices, and supervisors, referring to others as appropriate.
8. Answering telephone calls, taking messages and requests for repeat prescriptions from patients, and passing on information accurately to the relevant department/person.
9. Follow POD Standard Operating Procedure (SOP) and protocols for processing repeat prescription requests, under the supervision of others including a pharmacist.
10. 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.
11. Photocopying and word processing documents, letters, emails and reports when required. Post holder must have a standard level of keyboard skills and able to use Microsoft Office programmes
12. 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.
13. Able to work on own initiative and unsupervised, within defined policies and procedures to set timescale
14. Have a flexible/adaptable approach to their work in order to meet various deadline
15. 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.
16. To carry out any other delegate duties as required.
Reducing Medicine Wastage
17. Highlight over and under ordering of repeat medicines to the POD Facilitator or pharmacist/technician according to agreed protocol
18. Synchronising prescription medicine quantity
19. Working 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.
20. Promotion of Shropshire, Telford and Wrekin ICB waste campaigns
21. Patient education regarding the issues of prescribing waste
22. To be aware of organisational guidelines and refer to them as necessary
23. To be aware of individual practice SOPs and refers to them as necessary
Improve patient and staff satisfaction
24. Encourage ways to promote patients to take responsibility for their repeat prescription ordering and to highlight waste issue
25. Provide guidance to practice staff, and promote communication throughout the practice team.
26. 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.
27. Ensure the correct dosing instructions appear in all repeat prescriptions (with certain exclusions as advised by the Medicines Management Team)
28. Implement ways to allow patients to take responsibility for their repeat prescription ordering and to highlight waste issues.
29. Promote innovation around medicines management.
Communication
30. To communicate effectively and efficiently via the telephone with a wide range of people in respect of sensitive and confidential information.
31. The post holder will have excellent interpersonal skills and be able to communicate effectively with colleagues at all level
32. To participate in meetings and contribute to the development of the service.
33. To liaise with GP practices and patients to confirm patient details and prescription requirement
34. To use electronic communication via the GP computer systems or e-mail.
35. To participate in meetings and contribute to the development of the service.
36. The post holder will respond to queries in an appropriate manner taking appropriate action as required and with reference to Data Protection and in accordance with ICB procedures.
To be aware of and take appropriate action to ensure that all patients are treated equal
R e s pon s i b il i t y for Information
37. Remove from a patients repeat list any unnecessary repeat prescriptions that have not been ordered for an agreed length.
38. To amend all necessary data synchronisation of prescription quantities in line with STW ICB Standard Operating Procedures (SOP).
39. 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 time
40. To maintain confidentiality, security and integrity of information relating to patients, staff and Shropshire, Telford and Wrekin ICB business.
41. To undertake other routine departmental tasks, including photocopying, scanning, shredding, archiving and establishing and maintaining filing system
42. Be aware of responsibility for provision of information with respect to the Data Protection Act and the Freedom of Information Act.
43. To manage and prioritise work effectively raising issues as they develop.
R e se a rch and Personal Development
44. To participate / undertake staff surveys and routine audits of own work as and when required.
45. Participate within team competencies to ensure quality of service.
P r o f e ss i onal/Clinical Responsibilities
46. Maintain the highest standards of professionalism at all times having due regard for the impact of the work on patients and staff
47. Ensure that direction given by pharmacists or pharmacy technicians is appropriately actioned.
48. The post holder to ensure Mandatory Training is undertaken and up to date as per Shropshire, Telford and Wrekin ICB Policy.
M a n a g e r i a l Responsibilities
49. Manage own work schedule efficiently and effective
50. Cover for team colleagues in their absence.
Person Specification
Qualifications
Essential
51. GCSE C or above in English & Maths (or equivalent)
52. Competent to RSA Level 2 in typing / word processing
53. Significant equivalent previous proven experience
Desirable
54. Educated to NVQ Level 3 in relevant subject or equivalent level qualification or
Knowledge
Essential
55. Previous customer service experience
56. Clear written ability across the application
Desirable
57. Experience working with GP Clinical Systems EMIS Web, INPS Vision
58. Knowledge of current NHS policies/processes and structures relating to prescribing and medicines
59. Knowledge of medicines management issues relating to primary care and the care homes sector
60. Knowledge of role of other healthcare professionals
61. Previous POD or GP Practice experience
Skills
Essential
62. Clear communicator with excellent writing, data entry and telephone skills - capable of constructing and delivering clear messages to staff and patients
63. Ability to work under pressure in a busy working environment and able to multi-task
64. Excellent communication skills
65. Ability to work on own initiative and also as an effective team member
66. Have a confident and pleasant telephone manner
67. Ability to prioritise own workload to achieve deadlines
Other
Essential
68. Ability to be flexible and adjust to changing service requirements
69. Understanding and commitment to equality of opportunity and good working relationships
70. Good attendance record
Other
Desirable
71. Willingness to travel within locality if necessary