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:-
- Work with various member practices and pharmacies within Shropshire, Telford and Wrekin ICB to deliver efficient repeat prescribing processes thus reducing prescribing waste.
- 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
- 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.
- 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
- Main Duties/ Responsibility:
- 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
- Communicate and record relevant information to patients, pharmacies, GP practices, and supervisors, referring to others as appropriate.
- Answering telephone calls, taking messages and requests for repeat prescriptions from patients, and passing on information accurately to the relevant department/person.
- Follow POD Standard Operating Procedure (SOP) and protocols for processing repeat prescription requests, under the supervision of others including a pharmacist.
- 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.
- 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
- 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.
- Able to work on own initiative and unsupervised, within defined policies and procedures to set timescale
- Have a flexible/adaptable approach to their work in order to meet various deadline
- 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.
- To carry out any other delegate duties as required.
Reducing Medicine Wastage
- Highlight over and under ordering of repeat medicines to the POD Facilitator or pharmacist/technician according to agreed protocol
- Synchronising prescription medicine quantity
- 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.
- Promotion of Shropshire, Telford and Wrekin ICB waste campaigns
- Patient education regarding the issues of prescribing waste
- To be aware of organisational guidelines and refer to them as necessary
- To be aware of individual practice SOPs and refers to them as necessary
Improve patient and staff satisfaction
- Encourage ways to promote patients to take responsibility for their repeat prescription ordering and to highlight waste issue
- Provide guidance to practice staff, and promote communication throughout the practice team.
- 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.
- Ensure the correct dosing instructions appear in all repeat prescriptions (with certain exclusions as advised by the Medicines Management Team)
- Implement ways to allow patients to take responsibility for their repeat prescription ordering and to highlight waste issues.
- Promote innovation around medicines management.
Communication
- To communicate effectively and efficiently via the telephone with a wide range of people in respect of sensitive and confidential information.
- The post holder will have excellent interpersonal skills and be able to communicate effectively with colleagues at all level
- To participate in meetings and contribute to the development of the service.
- To liaise with GP practices and patients to confirm patient details and prescription requirement
- To use electronic communication via the GP computer systems or e-mail.
- To participate in meetings and contribute to the development of the service.
- 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
Responsibility for Information
- Remove from a patients repeat list any unnecessary repeat prescriptions that have not been ordered for an agreed length.
- To amend all necessary data e.g. synchronisation of prescription quantities in line with STW ICB Standard Operating Procedures (SOP).
- 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
- To maintain confidentiality, security and integrity of information relating to patients, staff and Shropshire, Telford and Wrekin ICB business.
- To undertake other routine departmental tasks, including photocopying, scanning, shredding, archiving and establishing and maintaining filing system
- Be aware of responsibility for provision of information with respect to the Data Protection Act and the Freedom of Information Act.
- To manage and prioritise work effectively raising issues as they develop.
Research and Personal Development
- To participate / undertake staff surveys and routine audits of own work as and when required.
- Participate within team competencies to ensure quality of service.
Professional/Clinical Responsibilities
- Maintain the highest standards of professionalism at all times having due regard for the impact of the work on patients and staff
- Ensure that direction given by pharmacists or pharmacy technicians is appropriately actioned.
- The post holder to ensure Mandatory Training is undertaken and up to date as per Shropshire, Telford and Wrekin ICB Policy.
Managerial Responsibilities
- Manage own work schedule efficiently and effective
- Cover for team colleagues in their absence.
Job description
Job responsibilities
- Main Duties/ Responsibility:
- 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
- Communicate and record relevant information to patients, pharmacies, GP practices, and supervisors, referring to others as appropriate.
- Answering telephone calls, taking messages and requests for repeat prescriptions from patients, and passing on information accurately to the relevant department/person.
- Follow POD Standard Operating Procedure (SOP) and protocols for processing repeat prescription requests, under the supervision of others including a pharmacist.
- 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.
- 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
- 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.
- Able to work on own initiative and unsupervised, within defined policies and procedures to set timescale
- Have a flexible/adaptable approach to their work in order to meet various deadline
- 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.
- To carry out any other delegate duties as required.
Reducing Medicine Wastage
- Highlight over and under ordering of repeat medicines to the POD Facilitator or pharmacist/technician according to agreed protocol
- Synchronising prescription medicine quantity
- 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.
- Promotion of Shropshire, Telford and Wrekin ICB waste campaigns
- Patient education regarding the issues of prescribing waste
- To be aware of organisational guidelines and refer to them as necessary
- To be aware of individual practice SOPs and refers to them as necessary
Improve patient and staff satisfaction
- Encourage ways to promote patients to take responsibility for their repeat prescription ordering and to highlight waste issue
- Provide guidance to practice staff, and promote communication throughout the practice team.
- 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.
- Ensure the correct dosing instructions appear in all repeat prescriptions (with certain exclusions as advised by the Medicines Management Team)
- Implement ways to allow patients to take responsibility for their repeat prescription ordering and to highlight waste issues.
- Promote innovation around medicines management.
Communication
- To communicate effectively and efficiently via the telephone with a wide range of people in respect of sensitive and confidential information.
- The post holder will have excellent interpersonal skills and be able to communicate effectively with colleagues at all level
- To participate in meetings and contribute to the development of the service.
- To liaise with GP practices and patients to confirm patient details and prescription requirement
- To use electronic communication via the GP computer systems or e-mail.
- To participate in meetings and contribute to the development of the service.
- 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
Responsibility for Information
- Remove from a patients repeat list any unnecessary repeat prescriptions that have not been ordered for an agreed length.
- To amend all necessary data e.g. synchronisation of prescription quantities in line with STW ICB Standard Operating Procedures (SOP).
- 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
- To maintain confidentiality, security and integrity of information relating to patients, staff and Shropshire, Telford and Wrekin ICB business.
- To undertake other routine departmental tasks, including photocopying, scanning, shredding, archiving and establishing and maintaining filing system
- Be aware of responsibility for provision of information with respect to the Data Protection Act and the Freedom of Information Act.
- To manage and prioritise work effectively raising issues as they develop.
Research and Personal Development
- To participate / undertake staff surveys and routine audits of own work as and when required.
- Participate within team competencies to ensure quality of service.
Professional/Clinical Responsibilities
- Maintain the highest standards of professionalism at all times having due regard for the impact of the work on patients and staff
- Ensure that direction given by pharmacists or pharmacy technicians is appropriately actioned.
- The post holder to ensure Mandatory Training is undertaken and up to date as per Shropshire, Telford and Wrekin ICB Policy.
Managerial Responsibilities
- Manage own work schedule efficiently and effective
- Cover for team colleagues in their absence.
Person Specification
Qualifications
Essential
- GCSE C or above in English & Maths (or equivalent)
- Competent to RSA Level 2 in typing / word processing
- Significant equivalent previous proven experience
Desirable
- Educated to NVQ Level 3 in relevant subject or equivalent level qualification or
Knowledge
Essential
- Previous customer service experience
- Clear written ability across the application
Desirable
- Experience working with GP Clinical Systems e.g. EMIS Web, INPS Vision
- Knowledge of current NHS policies/processes and structures relating to prescribing and medicines
- Knowledge of medicines management issues relating to primary care and the care homes sector
- Knowledge of role of other healthcare professionals
- Previous POD or GP Practice experience
Skills
Essential
- Clear communicator with excellent writing, data entry and telephone skills - capable of constructing and delivering clear messages to staff and patients
- Ability to work under pressure in a busy working environment and able to multi-task
- Excellent communication skills
- Ability to work on own initiative and also as an effective team member
- Have a confident and pleasant telephone manner
- Ability to prioritise own workload to achieve deadlines
Other
Essential
- Ability to be flexible and adjust to changing service requirements
- Understanding and commitment to equality of opportunity and good working relationships
- Good attendance record
Other
Desirable
- Willingness to travel within locality if necessary
Person Specification
Qualifications
Essential
- GCSE C or above in English & Maths (or equivalent)
- Competent to RSA Level 2 in typing / word processing
- Significant equivalent previous proven experience
Desirable
- Educated to NVQ Level 3 in relevant subject or equivalent level qualification or
Knowledge
Essential
- Previous customer service experience
- Clear written ability across the application
Desirable
- Experience working with GP Clinical Systems e.g. EMIS Web, INPS Vision
- Knowledge of current NHS policies/processes and structures relating to prescribing and medicines
- Knowledge of medicines management issues relating to primary care and the care homes sector
- Knowledge of role of other healthcare professionals
- Previous POD or GP Practice experience
Skills
Essential
- Clear communicator with excellent writing, data entry and telephone skills - capable of constructing and delivering clear messages to staff and patients
- Ability to work under pressure in a busy working environment and able to multi-task
- Excellent communication skills
- Ability to work on own initiative and also as an effective team member
- Have a confident and pleasant telephone manner
- Ability to prioritise own workload to achieve deadlines
Other
Essential
- Ability to be flexible and adjust to changing service requirements
- Understanding and commitment to equality of opportunity and good working relationships
- Good attendance record
Other
Desirable
- Willingness to travel within locality if necessary
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.
