About this role
Job summary
The PCN has a vacancy for an enthusiastic, highly motivated and organised Reception/Admin (Care Co-Ordinator) on a permanent, part time contract basis, who has previous experience of working in a Healthcare setting, to work within our PCN teams including Pharmacy team support.
Hours-30hrs, including OOHs where required. (Monday-Friday)
Main duties of the job
The Reception/Admin (Care Co-Ordinator) main role is to provide key administrative support to the Treatment Centre team and practices teams within the PCN, manage the reception desk, facilitate effective communication and support to our patients, and work closely with the Treatment Centre clinicians to co-ordinate a range of patient services following their appointment.
This role will include cross over between all PCN teams, full training will be provided.
The job role will require excellent IT 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 will colleagues at all levels in a friendly and professional manner and demonstrate empathy and compassion to our patients.
This role will require a Standard 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.
About us
Bournemouth East Collaborative Primary Care Network (PCN), situated on the stunning Dorset South Coast, comprises four like-minded practices working together in East Bournemouth, with a strong reputation on quality improvement and investing in its employees. The PCN serves a population of approximately 55,000 patients with a diverse demographic.
Practices part of the PCN are -
Shelley Manor Medical Centre and Holdenhurst RoadLittledown SurgeryBeaufort Road SurgerySouthbourne Surgery
The PCN is committed to developing, supporting and sustaining a diverse workforce, representative of the community it serves. By working together with our different Network teams, we use our combined skills to provide a service that is joined-up, holistic, proactive and personal for the patient.
Our Network teams include -
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 Pharmacy team comprising of Clinical Pharmacists, Pharmacy Technicians and Care Co-ordinator. Mental Health practitioners. Health & Wellbeing Coaches and Social Prescribers within Help and Care team.
Job description Job responsibilities
Care Co-ordinator -
Provide cover when required to our Enhanced Care team, Pharmacy team and Treatment Centre team. This will include managing the care home phone, actioning tasks, monitoring email inboxes, booking appointments, weight loss letters, S1 ledgers and rotas.
Creation and management of Pharmacy clinics.Pharmacy team planning across all Practice sites and Treatment Centre. Responsible for managing Pharmacy telephone calls in the office and dealing with queries. Take messages and relay information to the appropriate member of staff. Completion of audits under instruction (clinical or management). Online diary and searches for patient recalls. Taking minutes of team meetings. Supporting with any required actions from pharmaceutical alerts on Teamnet. Care home Pharmacist support, running required searches and producing reports. Supporting with medicines reconciliation from hospital discharges. Supporting with the synchronising of patients medication when they are out of line. Providing cover for Treatment Centre reception desk when required under instruct from line manager. Manage any smartcard issues that should arise; unlock, changing passwords, adding roles etc. Manage any S1 issues that should arise; staff archived, amending ledgers as per management instruction. Request ICE access when required/managing any ICE issues for clinical staff. Proactivity moving/blocking appointments in incidence of reported absence for the Pharmacy Team via Treatment Centre telephone. Adding ICE requests on the system when required by Clinicians. Work as part of the Pharmacy team, proactively identifying and working with a cohort of patients to support primary care professionals in ensuring patients clinical and personalised care requirements are met. Run regular clinical reports to identify specific cohorts of patients. Undertake Medication reconciliation from discharge summaries under the supervision of a Pharmacist/Pharmacy Technician. Diary management of the Pharmacy team & monitoring of the Pharmacy email account. Understand equality and diversity by respecting differing views and needs of patients and colleagues. Completion of DOAC & SMR booking; contacting patients directly to book appointments. Completion of weight loss letters. Ensure that patients have good quality information and are signposted to interventions and appropriate organisations to support them in their health and wellbeing. Develop relationships with other PCN teams including Pharmacy, Treatment Centre, social services and professionals in the wider health economy as required. Booking and management of respiratory appointments, catheter clinics and any other PCN wide clinics. Undertake PCN Hypertension pathway duties including booking appointment with patients, responding to tasks were required and liaising with healthcare professionals where appropriate. Maintaining resources on patient notice board. Conducting digital support where required; audits, NHS app support etc. To attend and contribute to staff meetings and development meetings constructively.
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
Previous administrative experience working in an NHS setting.
Skills/Abilities Essential
Proficient IT, analytical and project planning skills Interest/experience in Digital technologies; public health, health inequalities Experience and good knowledge of Microsoft Office, 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
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 Bournemouth East Collaborative PCN
Address Bournemouth East Collaborative PCN
Beechwood Avenue
Bournemouth
United Kingdom
BH5 1LX
United Kingdom
Employer's website https://bournemoutheastcollaborative.co.uk/ (Opens in a new tab)