Southend East PCN is looking for an administrator to be the first point of call for the PCN - welcoming patients, arranging appointments and dealing with patient requests. The role consists of managing the reception desk in a busy, fast paced environment, as well as back office administrative tasks such as inviting patients for reviews, or making sure patients are appropriately managed through new Integrated Neighbourhood Team working processes.
Main duties of the job
To ensure all visitors and telephone callers to thepractice are greeted professionally.
To ensure that all telephone calls are managedappropriately and in a timely manner.
To manage the flow of patients arriving at thereception desk, for appointments, prescriptions, or queries.
Take general enquiries relating to all PCNservices.
Liaise with patients to book/cancel appointmentsusing the clinical system SystmOne.
Complete appointment template at time of booking.
Support with day to day running of designatedclinical services within the network.
Ensure essential stock is managed and ordered in atimely fashion to ensure smooth delivery of clinical services.
Action start and end of day procedures ensureanswering machine service for out of hours information is directedappropriately switched to answer machine at close of business each day.
Dealing with all telephone queries/requests frompatients and acting as liaison with the Doctors/Nurses/Allied HealthProfessionals as necessary.
About us
Southend East PCN is located at Norton Place inShoebury, along Ness Road. We have our own PCN building which is extremelyactive and is in use by our 5 member practices in the local area. We coverapprox 37,000 patients and offer a range of appointments from our wide range ofstaff, fully utilising the ARRS budget. Our team consists of pharmacists,pharmacy technicians, social prescribers, health trainers, paramedics,physiotherapists and Nurses. We have 2 clinical directors whoare partners in two local surgeries, and an operations manager to providesupport wherever needed. We have a strong digital presence and help our PCN network with other businessesand mature over time
Job responsibilities
Job summary
To support the running of the Primary Care Networkclinic to project a positive and friendly image to our patients and otherprofessionals who may contact us either in person or via the telephone.
To facilitate patients accessing the clinical careprovided by the network.
To support the health care professionals inproviding that care.
To act as first point of contact for anyoneaccessing the PCN premises.
Job responsibilities
General Duties
To ensure all visitors and telephone callers to thepractice are greeted professionally.
To ensure that all telephone calls are managedappropriately and in a timely manner.
To manage the flow of patients arriving at thereception desk, for appointments, prescriptions, or queries.
Take general enquiries relating to all PCNservices.
Liaise with patients to book/cancel appointmentsusing the clinical system SystmOne.
Complete appointment template at time of booking.
Support with day to day running of designatedclinical services within the network.
Ensure essential stock is managed and ordered in atimely fashion to ensure smooth delivery of clinical services.
Action start and end of day procedures ensureanswering machine service for out of hours information is directedappropriately switched to answer machine at close of business each day.
Dealing with all telephone queries/requests frompatients and acting as liaison with the Doctors/Nurses/Allied HealthProfessionals as necessary.
Taking home visit requests as appropriate.
Receiving specimens from patients ensuring alltheir details have been recorded whilst following Health and Safety Policy.
Tidying waiting room after surgery, ensuringpremises are kept tidy between visits from the cleaning staff, tidy and sortmagazines and leaflets, discarding old and damaged items as necessary.
Taking in and distributing deliveries/post asrequired.
Sending letters/SMS reminders to patients asrequired.
Ensure building security have thorough knowledge ofdoors/windows/alarm.
Have knowledge of the fire evacuation procedures,support others with evacuation in the event of fire.
Keep IT equipment in good order, including chargingdevices. Liaise with IT if any faults arise with technology.
Ensure correspondence, reports, results etc. arefiled electronically in correct patient record.
Maintaining PCN general enquires inbox anddistributed accordingly.
Confidentiality
In the course of seeking treatment, patientsentrust us with, or allow us to gather, sensitive information in relation totheir health and other matters. They do so in confidence and have the right toexpect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in thisjob description, the post-holder may have access to confidential informationrelating to patients and their carers, hub staff and other healthcare workers.They may also have access to information relating to Southend East PCN as abusiness organisation. All such information from any source is to be regardedas strictly confidential.
Information relating to patients, carers,colleagues, other healthcare workers or the business of the PCN may only bedivulged to authorised persons in accordance with the network policies andprocedures relating to confidentiality and the protection of personal andsensitive data.
Training
Complete online training modules and face to facetraining as advised
Health & safety
The post-holder will assist in promoting andmaintaining their own and others health, safety and security.
Using personal security systems within theworkplace according to practice guidelines, such as PPE.
Identifying the risks involved in work activitiesand undertaking such activities in a way that manages those risks.
Making effective use of training to updateknowledge and skills.
Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards.
Actively reporting of health and safety hazards andinfection hazards immediately when recognised.
Keeping own work areas and general/patient areasgenerally clean, assisting in the maintenance of general standards ofcleanliness consistent with the scope of the job holders role.
Undertaking periodic infection control training(minimum annually).
Demonstrate due regard for safeguarding andpromoting the welfare of children.
Equality and diversity
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 peoples rights,interpreting them in a way that is consistent with practice procedures andpolicies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carersand colleagues.
Behaving in a manner that is welcoming to and of the individual, isnon-judgmental and respects their circumstances, feelings priorities andrights.
The post-holder will participate in any trainingprogramme implemented by the practice as part of this employment, with suchtraining to include:
Participation in an annual individual performance review, includingtaking responsibility for maintaining a record of own personal and/orprofessional development.
Taking responsibility for own development, learning and performance anddemonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain qualitywithin the Southend East PCN, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, eitherdirectly or under supervision.
Contribute to the effectiveness of the team by reflecting on own andteam activities and making suggestions on ways to improve and enhance the teamsperformance.
Work effectively with individuals in other agencies to meet patientsneeds.
Effectively manage own time, workload, and resources.
Communication
The post-holder should recognize the importance ofeffective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognize peoples needs for alternative methods of communication andrespond accordingly.
Person Specification
Experience
- Experience working with both Clinical and Non Clinical members of the team Experience of dealing with patients and their requests
- Working in primary care on a PCN
- Working with SystmOne
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.
Contact Details:
Southend East Primary Care Network Recruitment Team
