Prescription Coordinator
Business context
• Danone is a B-Corp company with a strong commitment to reducing their global environmental impact, and ensuring employees feel valued with their individuality respected. We offer an excellent range of flexible benefits to suit your lifestyle and, if you’re looking for a career which will unlock new opportunities, working for a household name in a role where you will make a difference, then this is the place for you!
• Danone is also a major FMCG company in the UK, with market leading brands across three divisions: Waters (Evian, Volvic), Dairies (Actimel, Activia, Light & Free) and Specialised Nutrition (Aptamil, Cow & Gate, Fortisip, Nutrison and Complan). Specialised Nutrition offers nutritional solutions with the shared goal of improving the health and well-being of vulnerable individuals.
• Nutricia Homeward is the UK market leader in the provision of home delivery of Specialised Nutrition, serving 28,000 patients. We receive around 300,000 prescriptions per year and as well as having high financial importance, effective and secure prescription processing is vital to ensure smooth and accurate supply to our patients.
• The team`s ambition is to provide efficient end-to-end prescription management by being the best in industry, offering a fast, secure and adaptive service to the ever changing NHS.
Mission of the role (strategic purpose incl. key projects & challenges)
• Working within one team but having responsibility for dedicated areas of the country, you’ll be reviewing and managing any surgeries who have missing prescriptions
• You will need to negotiate when required to ensure no stock is written off, with high focus on the effective retrieval of both Electronic and Paper prescriptions
• You’ll continuously improve relationships with surgeries to streamline the process, sharing best practice and ensuring you adhere to any SOP’s
• You’ll build relationships across Patient Services and the teams based in the field, working together to provide the best possible experience for GP’s and patients.
• You’ll manage the processing of patient prescriptions, supporting your leadership team with projects to improve the receipt of prescriptions, and respond to GP surgery queries both via phone and email.
• There will be times of high workload during which you must be able to maintain the quality of service to both our external customers and internal colleagues.
• You will use various systems which ensure the integrity and accuracy of reportable data
• This is a role that requires attention to detail and assertiveness
Key accountabilities, deliverables & KPIs, impact on business results
• Work within the Prescription Team and cross functionally to provide an excellent service level, delivering an end-to-end prescription management service, working towards shared and individual goals, identifying improvements and business efficiency gains
• Identify, prioritise and manage all missing prescriptions that are due to the business in a timely and accurate manner
• Support with administrative tasks as and when required e.g. create Mail merges etc
• Proactively and professionally manage any telephone enquiries received (both internal and external) along with making calls to colleagues, surgeries or patients with a view to securing all outstanding or due prescriptions for the business.
• Manage reports to support the prioritization of your daily workload (excel)
• Utilise the feedback mechanisms to highlight any concerns or actions to the relevant team.
• On a rota, be responsible for the daily management of the inbox and inbound calls
• Work in accordance with SOPs and Danone’s compliance policies
• KPI’s will mainly focus on phone service level, call quality, reduction in number of missing prescriptions for your area of responsibility and accuracy of any prescription processing tasks
Stakeholders
• Relevant staff within GP surgeries
• Patient Services colleagues
• Contract Account Managers working across the UK
Essential
• You can demonstrate ability to work as part of a team and on own initiative
• You’ll have a passion for continuously improving, self-development and be keen to learn new ways of working
• You’ll have accurate and efficient data processing capability with the ability to meet strict deadlines
• You’ll have an excellent telephone manner
• You will possess the confidence to challenge when needed across functions at all levels
• You will be able to attend the Trowbridge office at least once a week to work, and for additional key meetings as required
Desirable
• Able to thrive in a high performing team
• Understanding or willingness to learn about NHS Prescription management
• Desire to drive results by accurate, fast processing.
• Have the technical ability or willingness to learn systems, Excel etc to carry out the required tasks to an intermediate level
• Ability to remain calm under pressure with problem solving abilities
• Have strong interpersonal skills and the ability to communicate effectively
• Take an agile approach to work to meet business pressure
Nutricia is a market-leading tube-feeding company that provides support to over 30,000 patients in the UK, positively impacting the health of people who need it most. We always strive to do better and to care more about everything that we do.
We believe that this is the way we can continue to make a positive difference.
We’re proud to be part of Danone, a global organization with household brands including Activia, Alpro, and evian. As a certified BCorp, we’re committed to delivering better health through better nutrition for millions of consumers, whilst also protecting the health of our planet.
For any queries please email: rhian.smith-price@danone.com
• Danone is a B-Corp company with a strong commitment to reducing their global environmental impact, and ensuring employees feel valued with their individuality respected. We offer an excellent range of flexible benefits to suit your lifestyle and, if you’re looking for a career which will unlock new opportunities, working for a household name in a role where you will make a difference, then this is the place for you!
• Danone is also a major FMCG company in the UK, with market leading brands across three divisions: Waters (Evian, Volvic), Dairies (Actimel, Activia, Light & Free) and Specialised Nutrition (Aptamil, Cow & Gate, Fortisip, Nutrison and Complan). Specialised Nutrition offers nutritional solutions with the shared goal of improving the health and well-being of vulnerable individuals.
• Nutricia Homeward is the UK market leader in the provision of home delivery of Specialised Nutrition, serving 28,000 patients. We receive around 300,000 prescriptions per year and as well as having high financial importance, effective and secure prescription processing is vital to ensure smooth and accurate supply to our patients.
• The team`s ambition is to provide efficient end-to-end prescription management by being the best in industry, offering a fast, secure and adaptive service to the ever changing NHS.
Mission of the role (strategic purpose incl. key projects & challenges)
• Working within one team but having responsibility for dedicated areas of the country, you’ll be reviewing and managing any surgeries who have missing prescriptions
• You will need to negotiate when required to ensure no stock is written off, with high focus on the effective retrieval of both Electronic and Paper prescriptions
• You’ll continuously improve relationships with surgeries to streamline the process, sharing best practice and ensuring you adhere to any SOP’s
• You’ll build relationships across Patient Services and the teams based in the field, working together to provide the best possible experience for GP’s and patients.
• You’ll manage the processing of patient prescriptions, supporting your leadership team with projects to improve the receipt of prescriptions, and respond to GP surgery queries both via phone and email.
• There will be times of high workload during which you must be able to maintain the quality of service to both our external customers and internal colleagues.
• You will use various systems which ensure the integrity and accuracy of reportable data
• This is a role that requires attention to detail and assertiveness
Key accountabilities, deliverables & KPIs, impact on business results
• Work within the Prescription Team and cross functionally to provide an excellent service level, delivering an end-to-end prescription management service, working towards shared and individual goals, identifying improvements and business efficiency gains
• Identify, prioritise and manage all missing prescriptions that are due to the business in a timely and accurate manner
• Support with administrative tasks as and when required e.g. create Mail merges etc
• Proactively and professionally manage any telephone enquiries received (both internal and external) along with making calls to colleagues, surgeries or patients with a view to securing all outstanding or due prescriptions for the business.
• Manage reports to support the prioritization of your daily workload (excel)
• Utilise the feedback mechanisms to highlight any concerns or actions to the relevant team.
• On a rota, be responsible for the daily management of the inbox and inbound calls
• Work in accordance with SOPs and Danone’s compliance policies
• KPI’s will mainly focus on phone service level, call quality, reduction in number of missing prescriptions for your area of responsibility and accuracy of any prescription processing tasks
Stakeholders
• Relevant staff within GP surgeries
• Patient Services colleagues
• Contract Account Managers working across the UK
Essential
• You can demonstrate ability to work as part of a team and on own initiative
• You’ll have a passion for continuously improving, self-development and be keen to learn new ways of working
• You’ll have accurate and efficient data processing capability with the ability to meet strict deadlines
• You’ll have an excellent telephone manner
• You will possess the confidence to challenge when needed across functions at all levels
• You will be able to attend the Trowbridge office at least once a week to work, and for additional key meetings as required
Desirable
• Able to thrive in a high performing team
• Understanding or willingness to learn about NHS Prescription management
• Desire to drive results by accurate, fast processing.
• Have the technical ability or willingness to learn systems, Excel etc to carry out the required tasks to an intermediate level
• Ability to remain calm under pressure with problem solving abilities
• Have strong interpersonal skills and the ability to communicate effectively
• Take an agile approach to work to meet business pressure
Nutricia is a market-leading tube-feeding company that provides support to over 30,000 patients in the UK, positively impacting the health of people who need it most. We always strive to do better and to care more about everything that we do.
We believe that this is the way we can continue to make a positive difference.
We’re proud to be part of Danone, a global organization with household brands including Activia, Alpro, and evian. As a certified BCorp, we’re committed to delivering better health through better nutrition for millions of consumers, whilst also protecting the health of our planet.
For any queries please email: rhian.smith-price@danone.com
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