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.
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.
