Description
The Triage & Clinical Support Pharmacy Technician/Dispenser plays a vital role in connecting the frontline Patient Services/Reception team with the clinical triage workflow.
Working as a key bridge between care navigators and duty clinicians, you will lead the digital intake, initial assessment, and resolution of medication-related queries received via Accurx Patient Triage, EMIS Web, and internal reception requests.
This role requires a highly self-motivated individual who naturally uses their initiative to solve problems, streamline administrative bottlenecks, and support frontline staff.
Main duties of the job
- Bridge Between Reception & Clinical Triage
- Proactive Query Resolution & Workflow Management
- EMIS Web & Prescription Support
Key Responsibilities
- Act as the direct liaison for the reception/patient services team, taking verbal and written medication queries from the front desk and helping care navigators correctly route pharmacy requests.
- Provide informal guidance to reception staff on medication terminology, prescription turnaround expectations, and identifying urgent clinical warning signs (red flags) that need immediate escalation.
- Act as the lead pharmacy contact monitoring incoming Accurx Patient Triage medication requests, online consultation forms, and internal EMIS tasks generated by reception.
- Proactively review medication queues, identifying and resolving routine issues e.g., generic substitutions, stock shortages, dose alignment, and out-of-stock alternatives without needing step-by-step instruction for standard tasks.
- Utilize Accurx SMS, Florey questionnaires, and batch messaging to proactively message patients regarding prescription status, dose changes, or to request updated monitoring data e.g., BP readings, prior to issuing repeat prescriptions.
- Accurately summarize complex clinical requests, append relevant EMIS consultation notes, and route task threads to Duty GPs.
Training, Support & Development
- Comprehensive Induction: Full initial training on practice-specific EMIS Web templates, Accurx workflows, and protocol-based decision-making.
- Clinical Mentorship: Regular 1-to-1 supervision and ongoing support from our Lead Clinical Pharmacists and GP Triage Leads.
- Professional Growth: Opportunities and financial support to undertake relevant training courses e.g., CPPE primary care pathways, care navigation, or clinical assessment modules.
Person Specification
- Qualifications: NVQ Level 3 in Pharmacy Services / BTEC or equivalent dispensing qualification. Registration with the GPhC (Essential for Pharmacy Technician title. Enrolled in or completed the Primary Care Pharmacy Educational Pathway CP).
- Experience: Minimum 2 years experience in a pharmacy setting General Practice, Community, or Hospital.
- Hands-on experience working with EMIS Web and Accurx SMS, Floreys, Patient Triage.
- Experience working within a GP reception or duty triage hub.
- Experience processing Docman 10 clinical documents.
Additional Information
- 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.