Repeat Prescription Co-Ordinator

Your new company
Norfolk and Waveney CCG have set up a centralised telephone and online Repeat Prescription ordering service for GP practices based at Beccles House. The Prescription Ordering Direct (POD) call centre enables patients to phone up or place an online request to order their repeat medications.
The Repeat Prescription Co-ordinator will be part of the Medicines Optimisation Team and will be responsible for receiving calls and online orders from patients wishing to order their repeat medications and processing the prescription request in line with CCG processes.
The Repeat Prescription Co-ordinator will form positive relationships with various member practices and pharmacies within NWCCG to deliver efficient and safe repeat prescribing processes which will reduce medication waste and improve patient safety.
Your new role
• Act as call handler/first point of contact for the POD, dealing with routine and specialist enquiries in a pleasant and helpful manner, maintain excellent customer service standards.
• Maintain high standards of information governance and ensure patient and practice data is processed in the strictest confidence according to CCG procedures.
• Communicate and record relevant information to patients, pharmacies, practices and supervisors, referring to others as appropriate.
• Answer telephone calls, taking messages and requests for Repeat Prescriptions from patients, process online requests and passing on information accurately to the relevant departments/person.
• Liaise closely with GP practices and pharmacies to answer queries which may arise.
• Accurately process Repeat Prescription requests according to POD Standard Operating Procedures (SOPs) under supervision.
• Follow the POD Memorandum of Understanding in place with practices, under supervision.
• To be able to respond efficiently to a demanding role with constant pressure from telephone calls and online requests whilst maintaining accuracy and an ability to follow up all queries in a timely manner.
• Provide excellent customer service for patients and their third-party representatives, and develop and maintain excellent relationships with practices and pharmacies.
• Accurately inputting data into computerised patient records.
• Ensure that all complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to line manager where appropriate.
• Have a flexible/adaptable approach to work in order to meet various deadlines.
• Support with data collection and review of the POD where required.
• Support with the training of new members of the POD team.
• To carry out other appropriate delegated duties as required.
What you'll need to succeed
Computer/administration:
• To use a Personal Computer to support work undertaken as part of this job description.
• To undertake administrative duties/responsibilities in order to ensure integrity of procedures and system safety as required.
Communication:
• To employ excellent and timely written, verbal and IT skills to communicate with colleagues, patients and other providers.
Corporate Responsibilities:
• To work with other members of the CCG team to ensure delivery of satisfactory performance, governance and management of risk relative to role.
• To promote and develop constructive working relationships with the external organisations (including the Commissioning Support Unit, transactional HR provider and other CCGs) to ensure that the CCG is discharging its obligations effectively and that any opportunities for more efficient working alongside other CCGs or the CSU are identified.
• To ensure compliance with safe systems of work and that all necessary health and safety requirements are met.
• The CCG aspires to be a flexible, productive organisation which changes positively the way care is commissioned and delivered. It will be management resource light, buying in some important management services and so all staff will be required to carry out a range of activities not explicitly defined in their job description (but within their competence). Activities will also be performed by teams coming together for specific projects and all staff will be supportive of other staff, irrespective of which part of the organisation they come from. The post holder may be required to cover for/support other activities within their level of competence and responsibility.
• To participate in relevant staff training (including compliance with mandatory training requirements).
• To conduct oneself in a manner consistent with the CCG's vision and values and approach to patient and public engagement within Norfolk & Waveney.
• To ensure patient/staff confidentiality and information governance standards are maintained and respected at all times.
• The post holder will be required to work with their line manager and other members of the wider CCG team and Board to ensure that Norfolk and Waveney CCG succeeds with its strategic objectives, and delivers the shared vision of the aims, values and cultures of the organisation.
What you'll get in return
Hourly rate paid weekly
Work as part of a collaborative team.
NHS Training and Support
Holiday
What you need to do now
Call Kim on or email an updated CV.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#