About this role
Job summary
Job Title: Reception/Admin (Care Coordinator), Bournemouth East Collaborative Primary Care Network
Contract Type: Permanent
Hours: 26 hrs p/w; Monday 13.00-18.00, Tuesday 08.00-17.00, Wednesday 08.00-13.00, Friday 10.00-18.00
Salary: £13.24 per hour. Our Reception/Admin (Care Co-Ordinator) team will offer general assistance to the clinical team who work within our PCN teams. Projecting a positive and friendly image to patients and other visitors, either in person or via the telephone.
There is enhanced pay between 6.30pm-8pm during the week and on Saturdays
The role will involve working closely with the PCN Pharmacy Team and other PCN Clinicians where required.
The job role will require excellent IT skills with all MS office, strong meeting notes dictation, analytical and strong organisation skills, as well as the ability to multi-task and be able to communicate with colleagues at all levels in a friendly and professional manner and demonstrate empathy and compassion to our patients.
Also, this role will include cross cover between all PCN teams full training will be provided.
This role will require a Enhanced DBS Clearance. Should you have this certificate as part of the DBS subscription service, we would be happy to accept this providing the original is shown. Otherwise, you will be expected to complete a new application.
Main duties of the job
Provide administrative cover for: Enhanced Care, Pharmacy & Treatment Centre teams, including management of care home phones, inboxes, appointments, weight loss letters, S1 ledgers &rotas
Create & manage Pharmacy clinics & support workforce planning across all sites
Handle Pharmacy calls, queries, messages, diaries & email accounts
Book & manage appointments, including DOAC, SMR, respiratory, catheter & other PCN clinics
Support the Hypertension pathway: booking appointments, responding to tasks & liaising with healthcare professionals
Complete audits, patient recall searches, clinical reports & meeting minutes
Support medicines reconciliation from discharge summaries & medication synchronisation under pharmacist supervision
Assist Care Home Pharmacists with searches & reporting
Manage Smartcard, S1 & ICE access issues, including password resets, role changes, staff archiving & ledger amendments
Amend clinic capacity & appointments due to staff absence
Add ICE requests on behalf of clinicians as required.
Provide information & signposting to support patients health & wellbeing
Maintain patient information resources & provide digital support, including NHS App assistance & audits
Build effective relationships with PCN teams, social services & wider healthcare professionals
Provide Treatment Centre reception cover as required
Attend & contribute to staff/ & development meetings promoting equality, diversity & inclusion
Job advert attached for further details
About us
Enhanced Care Visiting team for frail housebound patients and those in care homes. The team includes visiting GPs, ANPs, Paramedic, Frailty Nurses, Care Coordinators, Clinical Pharmacist.
BEC Urgent Care Treatment Centre working out of the Treatment Centre at Shelley Manor Medical Centre supported by GPs, ANPs, Respiratory Nurse and HCAs.
First Contact Physiotherapy Practitioner service.
Digital Lead, Digital Care Coordinator, Digital Champions.
Pharmacy team comprising of Clinical Pharmacists, Pharmacy Technicians and Care Co-ordinator.
Mental Health practitioners.
Health & Wellbeing Coaches and Social Prescribers within Help & Care team.
Job description
Job responsibilities
General
Establish and maintain excellent communication with colleagues across the PCN at all times and demonstrate empathy and compassion to our patients.
Work autonomously across the PCN localities, when required and be aware of professional boundaries, roles, and responsibilities.
Maintaining confidentiality and handling sensitive information.
Ensure up to date written, electronic records and activity data are maintained in accordance with professionals standards and are used for the purpose intended.
Use alternative communication skills when required to ensure patients fully understand when receiving information.
Participate in PCN and team meetings as and when appropriate.
Plans and manages own workload in a flexible manner, ensuring deadlines are met and line manager has been notified of any issues.
Cover absences within other PCN teams for Care Coordination work when required.
Reception
To assist with (this list is not exhaustive):
The duties and responsibilities to be undertaken by members of the Treatment Centre reception and administration team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the PCN Operations Manager dependent on current and evolving practice workload and staffing levels.
Maintain and monitor the Treatment Centre appointments system, using SystmOne.
Undertake a variety of administrative duties to assist in the efficient and smooth running of the centre, including the provision of clerical support to clinical staff and other members of the centre team.
Process personal and telephone requests for appointments, and telephone consultations and ensure patients are directed to the appropriate healthcare professional.
Meet and greet patients in a friendly, courteous manner, ensuring they are recorded as arrived on SystmOne.
Assist with telephone requests/queries in the appropriate way.
Ensure patients are contacted prior to attending their appointment, to confirm attendance, location of the centre and therefore, reducing the risk of no shows and missed appointments. (SMS reminder.)
Take messages and relay information to the appropriate member of staff.
Processing and recording of information in accordance with Treatment Centre procedures.
Update patients personal details if requested to do so.
Facilitate effective communication between patients, members of the primary health care team, PCN member practices and other associated Healthcare agencies when required.
Keep the reception and administration area tidy and free from obstructions and clutter.
Updating the patient information leaflets within the centre and ensuring notice boards in the waiting area are up to date.
Report any untoward incidents such as complaints, as per company policies/procedures.
To receive and assist patients who arrive at the centre, offering additional assistance to patients who may require support in reaching the waiting area from the ground floor.
Monitor the waiting area and appropriately request for triages for patients who present with worsening symptoms.
To adopt a proactive approach and deal with any issue relating to Reception which may arise.
To remain courteous and professional in emotional circumstances.
Chaperoning clinicians when requested (training provided).
Ensure building security have thorough knowledge of entrances, doors, windows, alarm and security procedures.
Person Specification
Experience
Essential
- Skills and Experience - what we need from you:
- Essential
- Previous administrative experience working in an NHS setting.
- Proficient IT, analytical and project planning skills.
- Interest/experience in Digital technologies; public health, health inequalities.
- Experience and good knowledge of Microsoft Office and Excel.
- Good coordination, organisational and time management skills.
- Ability to multitask, be a self-starter and take busy days in your stride.
- Demonstrate empathy and compassion for our patients.
- Strong communication in English, both written and spoken.
- High degree of accuracy with regard to patient correspondence/notes.
- Ability to complete tasks to deadlines and to a specified standard.
- Ability to be flexible in approach to work.
- Ability to work without close supervision.
- The ability to work to a professional standard.
Desirable
- Good Knowledge of SystmOne Primary Care clinical and administrative system.
- Ability to undertake searches, construct reports and use other documentation for recording as necessary.
Employer details
Employer name
Bournemouth East Collaborative PCN
Address
The Treatment Centre
First Floor, Beechwood Avenue
Bournemouth
Dorset
BH5 1LX
United Kingdom
Employer's website
https://bournemoutheastcollaborative.co.uk/ (Opens in a new tab)