Job Description

Working as part of a team the post-holder will assist patients in obtaining their medications in a timely and safe manner, also ensuring that patients are directed to appropriate services relating to their healthcare in a courteous, efficient and effective way. Managing the expectations of patients, their careers or guardians in to provide a high standard of patient focused service. The post-holder will pro-actively communicate relevant information between patients and their healthcare professional.

• To support the Team Leader in the delivery of safe and efficient responses to patient medication requirements. 
• Dealing with queries and repeat prescription requests in person, by telephone and electronically, ensuring all current medication has relevant, current authorizations.
• Making of relevant appointments by telephone using a computerized system. 
• Dealing with clerical matters such as emails, changes of patient details, EPS nominations, completion of forms etc. as required.
• Checking and completion of tasks as appropriate.
• Control all patient files and related admin to required quality standards and in line with information governance, GDPR and DPA regulations. 
• Maintain accurate records.
• Dealing with patients via the telephone, face to face and email, understanding their medical needs to appropriately sign post them to the relevant clinician or service 
• Liaising with other organizations via telephone / email to provide joined up care and services
• Undertake administrative tasks ensuring patients records are accurately updated
• To understand performance targets and achieve agreed KPI’s. 
• To ensure clinical resource and appointment allocation are used in the most effective way. 
• To support with information on complaints, concerns and incidents, working with the relevant Manager to resolve them in effective and timely way.
• To support change to both the service and the structure of the Surgery. 
• To undertake any other duties commensurate with the post holder’s role as agreed with the Surgery Manager/Team Leader.
• Attending training and events organized by the Surgery or other agencies, where appropriate.

Required Knowledge, Skills, and Abilities

• Ability to priorities tasks and manage competing demands on time, ensuring all deadlines are met
• Able to apply tact and sensitivity to establish trust and confidence
• Good communication skills, able to communicate effectively via telephone, email, text, letter and face to face
• Good IT skills
• Patient focused and compassionate about delivery of safe and effect care
• Ability to demonstrate commitment to Mendip Vale's ethos and values
• Resilient and flexible to meet service needs
• GCSEs in English and Maths at Grade C / 4 or above (or Level 2 equivalent)