The role includes maintaining data systems and records accurately; effectively dealing with queries from patients or homecare suppliers; generating orders and processing through the pharmacy computer system, checking invoices for accuracy and providing assistance with patient registration onto the scheme. This post holder will be required to work autonomously with minimal supervision and as part of a team with clinical staff to deliver the highest standards of administrative homecare support possible for patients and staff.
The Health Care Support Worker – Homecare plays a vital role in supporting the safe, efficient delivery of homecare medicines across University Hospitals Sussex NHS Foundation Trust. Working with patients, pharmacy teams, homecare providers, and clinical staff, the post holder coordinates medicine supply, processes prescriptions and invoices via the CMM system, and ensures accurate record‑keeping. They act as the first point of contact for patient queries, helping resolve delivery issues and escalating concerns appropriately. The role involves patient‑facing communication, registration support, data reporting, and maintaining compliance with SOPs and confidentiality standards. The post holder participates in rota‑based working (including weekends and bank holidays), contributes to service improvement, and supports the training of new staff.
Homecare Administration
1. Process prescriptions through the JAC pharmacy system in a timely manner, on an as required basis.
2. Record workload / activity statistics including order volumes, the number of patient’s recruited homecare and number of patients who have discontinued on a monthly basis.
3. Set up, maintain, and update electronic systems.
4. Assist other healthcare professionals in registering suitable patients onto the service, explaining the service and obtaining consent. Ability to provide and receive information that is complex, confidential, sensitive and contentious in nature. Ability to engage in collaborative problem solving where necessary. Must function as a team player and exercise discretion to ensure patient confidentiality is maintained. Ability to proof‑check documents and communicate effectively to ensure errors are corrected in a timely manner.
5. Ensure home delivery status is kept up to date on the database and all activity relating to patient is recorded or amended.
6. Liaise with relevant personnel to answer queries about patient’s details.
7. Support the auditing of the service by accurate data collection.
8. Answer the phone and take relevant requests / messages. Be able to solve complex queries within self‑limitations or hand over to senior staff when appropriate.
Financial Duties
1. Receive invoices, check for accuracy, and maintain records of invoices processed. Use problem solving abilities to correct errors when appropriate.
2. Analyse supplier statements received monthly and investigate and resolve discrepancies.
3. Liaise with the finance department and Specialist Pharmacists when necessary to ensure month‑end deadlines and cut‑off times are met.
4. Inform the Homecare Manager of any significant price increases found against products in order for them to carry out an investigation in a timely manner.
Communication
1. Effectively deal with patient queries in the first instance, referring them to appropriate members of the team or the relevant company as required.
2. Ensure a positive and efficient communication network is in place within the specialist team to ensure all duties are undertaken at a high standard on a daily basis.
3. First point of contact for all patient requests, complaints and queries, manage these issues and where appropriate escalates to relevant individuals.
Management and Training
1. Aid the Homecare Manager in providing training for all staff both clinical and administrative on the service.
2. Keep personal training and competency numbers up to date and highlight to Homecare Manager if you feel you need more training in certain areas.
General Duties
1. Produce patient registration documentation for new patients.
2. Attend Quarterly Homecare team meetings and contribute to ideas on how to improve service.
3. Remove and dispose paper records no longer required according to Pharmacy legislation. Input relevant paper records into electronic system to maintain accurate patient records.
4. Participate in quality initiatives and data collection as requested.
Other
1. Participate in the Departmental Education and Training Programme.
2. Complete competency training on invoicing and prescription management.
3. Comply with the Trusts mandatory training.
4. Carry out any other duties requested by the pharmacy management team.
The post holder must maintain the confidentiality of information about patients and trust business and be aware of the duty placed on employees under the Data Protection Act (1984).
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