Job summary
The role includes maintaining data systems and records accurately; effectively dealing with queries from patients or homecare supplier; 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.
Main duties of the job
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/bank holidays), contributes to service improvement, and supports the training of new staff. This position requires strong IT skills, attention to detail, and a commitment to professionalism, teamwork, and high-quality patient care.
About us
At UHSussex (UHSx), diversity is our strength, & we want you to feel included to help us always put the Patient First. Your uniqueness & experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, & can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) & a Veteran Aware Trust.
We treat our patients & staff with the same compassion & empathy we expect for ourselves. We're here for them when they need us, and we go above & beyond to meet their needs. This can be seen in our candidate information pack & wellbeing programme,for staff which is extensive & designed to support you when you need it, including where possible, flexible working to support work life balance - because we know that to look after others we must first look after ourselves.
As a university trust and a leader in healthcare research, we value learning, teaching & training so that we can be the best that we can be. From the moment you start with us & throughout your career we will help you to grow & develop.We hope that in choosing UHSx you are choosing a long & happy career where you will be able to see the difference you make & feel valued for all that you do.
We look forward to receiving your application & the start of your journey with UHSx.
Candidate Information Pack: https://www.uhsussex.nhs.uk/resources/candidate-information-pack/
Job description
Job responsibilities
Main Duties and Responsibilities
Homecare Administration
- Process prescriptions through the JAC pharmacy system in a timely manner, on an as required basis.
- Record workload / activity statistics including order volumes, the number of patients recruited homecare and number of patients who have discontinued on a monthly basis.
- Set up, maintain, and update electronic systems.
- 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.
- Ensure home delivery status is kept up to date on the database and all activity relating to patient is recorded or amended.
- Liaise with relevant personnel to answer queries about patients details.
- 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
- Receive invoices, check for accuracy, and maintain records of invoices processed. Use problem solving abilities to correct errors when appropriate.
- Analyse supplier statements received monthly and investigate and resolve discrepancies.
- Liaise with the finance department and Specialist Pharmacists when necessary to ensure month end deadlines and cut off times are met.
- 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
- Effectively deal with patient queries in the first instance, referring them to appropriate members of the team or the relevant company as required.
- 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.
- First point of contact for all patient requests, complaints and queries, manage these issues and where appropriate escalate to relevant individuals.
Management and Training
- Aid the Homecare Manager in providing training for all staff both clinical and administrative on the service.
- 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
- Produce patient registration documentation for new patients.
- Attend Quarterly Homecare team meetings and contribute to ideas on how to improve service.
- Remove and dispose paper records no longer required according to Pharmacy legislation. Input relevant paper records into electronic system to maintain accurate patient records.
- Participate in quality initiatives and data collection as requested.
Other
- Participate in the Departmental Education and Training Programme.
- Complete competency training on invoicing and prescription management.
- Comply with the Trusts mandatory training.
- 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).
Job description
Job responsibilities
Main Duties and Responsibilities
Homecare Administration
- Process prescriptions through the JAC pharmacy system in a timely manner, on an as required basis.
- Record workload / activity statistics including order volumes, the number of patients recruited homecare and number of patients who have discontinued on a monthly basis.
- Set up, maintain, and update electronic systems.
- 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.
- Ensure home delivery status is kept up to date on the database and all activity relating to patient is recorded or amended.
- Liaise with relevant personnel to answer queries about patients details.
- 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
- Receive invoices, check for accuracy, and maintain records of invoices processed. Use problem solving abilities to correct errors when appropriate.
- Analyse supplier statements received monthly and investigate and resolve discrepancies.
- Liaise with the finance department and Specialist Pharmacists when necessary to ensure month end deadlines and cut off times are met.
- 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
- Effectively deal with patient queries in the first instance, referring them to appropriate members of the team or the relevant company as required.
- 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.
- First point of contact for all patient requests, complaints and queries, manage these issues and where appropriate escalate to relevant individuals.
Management and Training
- Aid the Homecare Manager in providing training for all staff both clinical and administrative on the service.
- 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
- Produce patient registration documentation for new patients.
- Attend Quarterly Homecare team meetings and contribute to ideas on how to improve service.
- Remove and dispose paper records no longer required according to Pharmacy legislation. Input relevant paper records into electronic system to maintain accurate patient records.
- Participate in quality initiatives and data collection as requested.
Other
- Participate in the Departmental Education and Training Programme.
- Complete competency training on invoicing and prescription management.
- Comply with the Trusts mandatory training.
- 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).
Person Specification
Shortlising
Essential
- GCSE (or equivalent) in English and Maths at grade C/4 or above
- Experience working in an administrative role using electronic systems and handling confidential information
- Experience handling telephone/email queries with patients or external agencies
- Proficient in using Microsoft Office (Word, Excel, Outlook) or relevant databases
Desirable
- Experience in a healthcare or pharmacy setting (e.g., using CMM / WellSky / working with SOPs)
Equality, Diversity and Inclusion
Essential
- Evidence of having undertaken own development to improve understanding of equalities issues
- Evidence of having championed diversity in previous roles (as appropriate to role)
Interview
Essential
- Demonstrates effective verbal communication skills and professionalism when responding to patient or carer queries, including the ability to manage sensitive or confidential information tactfully.
- Proven experience working independently and within a team, showing initiative, attention to detail, and the ability to prioritise workload under pressure.
- Demonstrates a sound understanding of equality, diversity and inclusion, with evidence of commitment to inclusive team values.
- Experience managing or supporting telephone/email queries from patients or external agencies in a healthcare, pharmacy or customer service setting.
Desirable
- Experience using pharmacy systems (e.g., WellSky / JAC / CMM) to process prescriptions or handle medication records.
- Demonstrates initiative in identifying and escalating issues or contributing to service improvement projects.
- Willingness and ability to support training of new staff and share knowledge with peers.
- Evidence of proactively undertaking personal development or IT skills training (e.g., ECDL or in-house training).
- Prior administrative experience in a healthcare or pharmacy setting, including maintaining accurate records and working to SOPs.
Person Specification
Shortlising
Essential
- GCSE (or equivalent) in English and Maths at grade C/4 or above
- Experience working in an administrative role using electronic systems and handling confidential information
- Experience handling telephone/email queries with patients or external agencies
- Proficient in using Microsoft Office (Word, Excel, Outlook) or relevant databases
Desirable
- Experience in a healthcare or pharmacy setting (e.g., using CMM / WellSky / working with SOPs)
Equality, Diversity and Inclusion
Essential
- Evidence of having undertaken own development to improve understanding of equalities issues
- Evidence of having championed diversity in previous roles (as appropriate to role)
Interview
Essential
- Demonstrates effective verbal communication skills and professionalism when responding to patient or carer queries, including the ability to manage sensitive or confidential information tactfully.
- Proven experience working independently and within a team, showing initiative, attention to detail, and the ability to prioritise workload under pressure.
- Demonstrates a sound understanding of equality, diversity and inclusion, with evidence of commitment to inclusive team values.
- Experience managing or supporting telephone/email queries from patients or external agencies in a healthcare, pharmacy or customer service setting.
Desirable
- Experience using pharmacy systems (e.g., WellSky / JAC / CMM) to process prescriptions or handle medication records.
- Demonstrates initiative in identifying and escalating issues or contributing to service improvement projects.
- Willingness and ability to support training of new staff and share knowledge with peers.
- Evidence of proactively undertaking personal development or IT skills training (e.g., ECDL or in-house training).
- Prior administrative experience in a healthcare or pharmacy setting, including maintaining accurate records and working to SOPs.
Disclosure and Barring Service Check
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.
Employer details
Employer name
University Hospitals Sussex NHS Foundation Trust (279)
Address
Royal Sussex County Hospital or Princess Royal Hospital
Brighton or Haywards Heath
BN2 5SL
Employer's website
https://www.uhsussex.nhs.uk/ (Opens in a new tab)
