Tower Family Healthcare

Hub & Prescription Team Administrator

Information:

This job is now closed

Job summary

Are you looking for a new challenge or a chance to try something different? We have a fantastic opportunity for the role of Hub & Prescription Team Administrator!

In this role, you'll play a key part in ensuring the smooth and accurate processing of requests related to care navigation and prescriptions. As a vital link between the practice, our patients and their carers, youll help ensure that everyone gets the support they need, when they need it.

Whats involved?

  • Accurately and efficiently handling both urgent and non-urgent requests.
  • Paying close attention to detail to prioritise requests appropriately.
  • Ensuring patients are directed to the right clinician or service.
  • To succeed in this role, youll need to be approachable, enthusiastic, and ready to champion the NHS App.
  • A strong team spirit is also essential as youll be working alongside colleagues to achieve shared goals.

If you feel like you have what it takes to thrive in this role, we would love to hear from you!

Main duties of the job

The Hub & Prescription Team Administrator role at Tower Family Healthcare requires

enthusiastic, friendly, positive, professional individuals who enjoy working as part of a

multidisciplinary team and strive to deliver a high standard of service to patients and the public

in an efficient, effective, courteous and confidential manner. The post holder will be

responsible for the accurate and timely processing of all practice prescriptions as well as

coordinate and facilitate an effective communication link with our patients and their carers, to

enable appropriate and timely responses to both urgent and on urgent health care needs. In

addition, the post-holder will be required to support the multidisciplinary team, ensuring the

strategic objectives of the practice are met. The successful candidate will share our values and

have the energy, skills and enthusiasm to contribute to shaping how we support our patients.

About us

We are a large GP practice with a multi skilled clinical team that works over four sites. Our sites are located in Bury town centre, Greenmount, Tottington and in Radcliffe.

We provide services to around 50,000 registered patients, thats a quarter of the population of Bury, and our patients can access services across all four of our sites.

We are a forward thinking general practice. We have a strong business plan and a clear focus on providing quality primary care at scale, along with innovative approaches to delivering care through new ways of working and digital transformation.

We are a training and teaching practice committed to investing in clinicians of the future. We are also involved in cutting edge clinical research projects to discover and deliver better care that will really make a difference to patients in Bury and further afield.

To allow more time to care, our clinical team is underpinned by a very experienced team of receptionists and administrators, as well as a range of inhouse corporate functions covering themes such as human resources, information technology, finance, administration and management support and communications.

Details

Date posted

02 April 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

A2981-25-0007

Job locations

3rd floor, Moorgate PCC

22 Derby Way

Bury

Lancashire

BL9 0NJ


Job description

Job responsibilities

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.

Job description

Job responsibilities

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.

Person Specification

Skills

Essential

  • Excellent communication skills and interpersonal skills.
  • Strong IT skills
  • Clear, polite telephone manner
  • Able to demonstrate working knowledge of Microsoft
  • Word and Excel and the use of standard office
  • equipment.
  • Experience of the EMIS clinical system
  • Effective time management
  • Ability to work as a team member and autonomously
  • Ability to maintain a positive work environment.
  • Proven problem solving and analytical skills.
  • Ability to follow policy and procedure
  • Care navigation skills.
  • Demonstrable attention to detail.

Experience

Essential

  • Experience of working with the general public
  • Experience as working with prescriptions
  • Customer or patient service complaints resolution.

Desirable

  • Knowledge of NHS, General Practice
  • Knowledge and experience of safeguarding.

Qualifications

Essential

  • Educated to GCSE level or equivalent
Person Specification

Skills

Essential

  • Excellent communication skills and interpersonal skills.
  • Strong IT skills
  • Clear, polite telephone manner
  • Able to demonstrate working knowledge of Microsoft
  • Word and Excel and the use of standard office
  • equipment.
  • Experience of the EMIS clinical system
  • Effective time management
  • Ability to work as a team member and autonomously
  • Ability to maintain a positive work environment.
  • Proven problem solving and analytical skills.
  • Ability to follow policy and procedure
  • Care navigation skills.
  • Demonstrable attention to detail.

Experience

Essential

  • Experience of working with the general public
  • Experience as working with prescriptions
  • Customer or patient service complaints resolution.

Desirable

  • Knowledge of NHS, General Practice
  • Knowledge and experience of safeguarding.

Qualifications

Essential

  • Educated to GCSE level or equivalent

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

Tower Family Healthcare

Address

3rd floor, Moorgate PCC

22 Derby Way

Bury

Lancashire

BL9 0NJ


Employer's website

https://towerfamilyhealthcare.co.uk/ (Opens in a new tab)

Employer details

Employer name

Tower Family Healthcare

Address

3rd floor, Moorgate PCC

22 Derby Way

Bury

Lancashire

BL9 0NJ


Employer's website

https://towerfamilyhealthcare.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

HR

Gemma Earnshaw

gemma.earnshaw@nhs.net

Details

Date posted

02 April 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

A2981-25-0007

Job locations

3rd floor, Moorgate PCC

22 Derby Way

Bury

Lancashire

BL9 0NJ


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