CARE CO-ORDINATORS / RECEPTION (BANK CONTRACT)

As our service increases, BEC PCN are urgently seeking enthusiastic, highly motivated and organised Care Co-Ordinator/Reception individuals on a Bank contract basis, who have previous experience of working in a primary care setting and SystmOne, to work in our Treatment Centre.

The Care Co-Ordinator/Reception 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.

Hours to cover the Treatment Centre are Monday to Thursday, 8.30am to 8pm, Friday 8.30am to 5pm and all-day Saturday, 8.30am to 5pm.

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., Our Care Co-ordinator/Reception team will offer general assistance to the clinical team who work in our Treatment Centre and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

The role will involve working closely with the GP Lead, ANPs, HCAs, MSK staff and other clinicians who will be providing clinics during the week and on a Saturday.

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.

Key role requirements

Reception:

The duties and responsibilities to be undertaken by members of the Treatment Centre reception and administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the PCN Operations Manager and/or Lead GP, dependent on current and evolving practice workload and staffing levels. This list is not exhaustive.

· 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, visits 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 timely and accurate recording of all telephone messages.

· Assist with prescription requests from patients, guiding them to the nearest pharmacy according to their needs, in accordance with Treatment centre guidelines.

· Ensure patients are contacted prior to attending the appointment, to confirm attendance, location of the centre and therefore, reducing the risk of no shows and missed appointments.

· Take messages and relay information to the appropriate member of staff.

· Processing and recording of information in accordance with Treatment centre procedures.

· Update patient's 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.

· When on duty, open and close the premises as required following the security procedures.

· Follow practice/centre procedures for registrations including temporary patients, overseas visitors etc.

Care Co-Ordinator:

· Work as part of the Treatment Centre 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.

· 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 social prescribing link workers, health and wellbeing coaches, social services, the enhanced care team, Primary Care Network colleagues and professionals in the wider health economy as required.

· Assist in the deployment of new technologies and education of patients, i.e. use of Healthcare Apps.

· Run regular proactive reports to identify patients who may be at risk or benefit from new or improved services - Population Health Intelligence, public health reports.

· Be involved in supporting new processes to bring efficiencies to the treatment centre and clinical teams.

· To help the Treatment Centre clinicians focus on the delivery of a comprehensive service to reflect National Clinical Pathways, local priorities, health inequalities and patients at risk.

· QOF call/recall duties

· To work alongside clinicians to help identify and manage a cohort of identified patients, making sure that appropriate support is made available to them, inviting patients for appointments, managing clinics.

· Support clinicians with patients who have chronic conditions, e.g. diabetes, hypertension

· Provide support to carers - identify and then signpost to support for those in need.

· Following up with patient groups that do not take advantage of the health prevention activities that we offer such as Flu and other immunisations.

· Be involved in supporting and promoting cancer screening, e.g. smears, bowel screening for patients not engaged

· Encourage and support patients with a Learning Disability (LD) and encourage attendance for health checks.

· Telephoning patients who are on certain medications.

· Support clinicians in booking patients into clinics

· Conducting Audits (Clinical or management)

· To ensure data protection policy is adhered to when sending patient identifiable information.

· To accurately manage the clinical correspondence once trained

· To attend and contribute to staff meetings and development meetings constructively.

· To identify problems with the operational systems in use within reception and make recommendations for improvement., The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation


• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues


• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
  
  · Previous administrative experience working in an NHS setting.


· Good Knowledge of SystmOne - Primary Care clinical and administrative system. Ability to support and offer training to BEC staff

· 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

· Ability to undertake searches, construct reports and use other documentation for recording as necessary

· Evidence of Leadership and training skills

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 53,000 patients with a diverse demographic.

Practices part of the PCN are:

Shelley Manor Medical Centre and Holdenhurst Road

Littledown Surgery

Beaufort Road Surgery

Southbourne 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.

We are lucky that all our practices are located close to the sea and open green spaces, with excellent transport links, schools, places of interest for the whole family and an abundance of restaurants and bars.

· Working with a friendly, encouraging, and supportive team

· CPD training courses

· Free parking on site

· Access to health service discounts online (Blue Light Card), where well-known brands offer discounts to NHS employees.

· NHS Pension Scheme

· Employee Assistance Programme

· Free flu jabs

· Network events

· Dedicated support for health and wellbeing for all PCN staff

· Staff friendly policies to support work-life balance.

· Cycle to work scheme (after successful probationary period)

· Staff events/functions

Equal opportunity

Bournemouth East Collaborative PCN is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, marriage or civil partnership status, gender, gender expression or gender identity, disability, race or ethnicity, religion or belief, sexual orientation or veteran status.

Immigration Act 2016

All applicants will be asked to provide the required documented evidence of eligibility to live and work in the UK, prior to the interview. In completing this application, you are giving Bournemouth East Collaborative PCN permission to contact the Home Office/UKBA to establish your immigration status and eligibility to work at Bournemouth East Collaborative PCN.

Bournemouth East Collaborative PCN is not a Tier Sponsor.

Bournemouth East Collaborative PCN reserves the right to close this vacancy early should we receive sufficient applications.

Job Type: Zero hours contract

Pay: £11.53 per hour

Expected hours: No less than 4 per week

Benefits:

• Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Free flu jabs


• Free parking


• Health & wellbeing programme


• Life insurance


• On-site parking


Schedule:

• Monday to Friday


• Weekend availability