Job reference: 828-PROVIDE4009-A. Main area: Sexual Health. Grade Band 2. Contract: Permanent. Hours: Part time – 32 hours per week. The role includes planned cross-site working between Ipswich and Bury St Edmunds, currently anticipated to be approximately two days per week at each site in line with service need.
Job Overview
We are looking for an organised, professional and friendly individual to join our sexual health service as a Clinic Support Administrator, providing a welcoming front of house service and playing a key role in managing patient enquiries. This varied role combines reception duties within the clinic with responsibility for managing telephone and email enquiries through a centralised call system supporting multiple clinic locations across Suffolk. You will help patients access the right care by providing information and booking appointments into the most appropriate clinic. Alongside managing calls and enquiries, you will support the smooth running of the clinic through a range of administrative and operational tasks. The role offers a varied working day and the opportunity to be part of a supportive team delivering essential public health service. The post includes participation in a Saturday rota and may include evening work up until 8 pm as part of contracted hours. Working in sexual health requires professionalism, discretion and a non‑judgemental approach, as you will be handling confidential and sensitive information.
Main duties of the job
* Provide a professional and welcoming front of house service at the clinic.
* Manage patient enquiries via a centralised telephone system, booking appointments across multiple clinic locations.
* Monitor a generic service mailbox, responding to queries and escalating issues where required.
* Process referrals and maintain accurate patient records.
* Manage incoming and outgoing post and deliveries.
* Support general clinic administration, including ordering stationary and reporting estates/facilities issues.
* Help maintain a tidy, safe and welcoming clinic environment.
* Work flexibly across Ipswich and Bury St Edmunds.
* Participate in a Saturday rota and undertake evening work up until 8 pm as required.
Front of House and Centralised Call Handling
* Provide a welcoming and professional front of house service to patients and visitors.
* Act as a first point of contact via telephone, email and in person.
* Manage incoming calls as part of a centralised function supporting multiple clinic sites.
* Monitor shared mailboxes, ensuring accurate recording and timely escalation where required.
* Process referrals, bookings and patient registrations using the electronic patient record system.
* Provide accurate information and direct patients appropriately across the service network.
* Arrange interpreting or communication support where required.
Patient Flow and Delegated Support
* Support patient flow within clinics to ensure appointments run efficiently.
* Assist patients with routine observations, including height, weight and blood pressure, following completion of appropriate training and in line with service protocols and procedures.
* Support patients in providing urine samples in accordance with service procedures.
* Act as a chaperone for clinical consultations and examinations following completion of appropriate training and in line with service policy and procedures.
* Communicate results to patients verbally where directed by a clinician and in line with service policy and procedures.
Clinic Environment and Operational Support
* Maintain reception, waiting and operational areas to agreed cleanliness and tidiness standards.
* Follow infection prevention and cleaning protocols.
* Report estates or environmental issues promptly.
* Monitor and maintain stock levels, including ordering stationary and supplies as directed.
* Manage incoming and outgoing post, including Royal mail click and drop processes, receipt and signing for deliveries.
* Support the condom by post scheme, including processing requests, preparing and dispatching packs, and maintaining associated stock and records.
* Support medication collections in line with service procedures.
Governance and Team Working
* Maintain strict confidentiality at all times.
* Handle sensitive information in line with data protection legislation and service policies.
* Work in a non‑judgemental, respectful and inclusive manner.
* Work collaboratively across sites and within the wider team.
* Escalate safeguarding concerns appropriately.
* Participate in team meetings, supervision and training.
* Engage in competency development relevant to the role.
* Participate in the Saturday rota as required.
Base and Cross‑Site Working
* The post holder will have a designated contractual base. The role includes planned cross‑site working between Ipswich and Bury St Edmunds, currently anticipated to be approximately two days per week at each site in line with service need.
* The post holder must be able to travel independently between sites.
Other duties
* There may be a requirement to undertake other duties as reasonably required to support the organisation, which may include work at other managed locations.
* This may also include work outside of the postholder’s normal sphere of activities, including functions not detailed within this job description or working within another location, environment or NHS Trust. However, the postholder will not be required to undertake any function for which he or she is not trained or qualified to perform.
Person specification – Qualifications & Education
* Good standard of general education, including GCSE (or equivalent) in English and Maths.
Person specification – Work Related Knowledge & Experience
* Experience in a customer facing or front of house role.
* Experience of handling telephone enquiries in a busy environment.
* Experience of administrative duties including accurate data entry and record keeping.
* Experience of working as part of a team.
* Experience of working with members of the public.
* Experience working in a healthcare or public service setting.
* Experience using electronic patient record systems.
* Experience of monitoring shared mailboxes or processing referrals.
Person specification – Skills & Aptitudes
* Excellent communication skills, both verbal and written.
* Ability to provide a professional and welcoming front of house service.
* Ability to work calmly and effectively in a busy environment.
* Ability to prioritise workload and manage own time within agreed protocols.
* Ability to follow administrative and clinic procedures accurately.
* Strong attention to detail in record keeping and data entry.
* Ability to work effectively as part of a team and develop positive working relationships.
* Ability to respond calmly to challenging situations.
* Understanding of and commitment to maintaining strict confidentiality, particularly in relation to sexual health information.
* Awareness of safeguarding principles and ability to escalates concerns appropriately.
* Awareness of infection prevention and control principles and willingness to follow service protocols.
* Good IT skills, including email and electronic systems.
* Ability to work flexibly across sites and travel independently between Ipswich and Bury St Edmunds.
* Willingness to undertake training to support routine observations and to act as a chaperone in line with service policy.
Person specification – Circumstances
* The post holder will be required to work within a specialist sexual health service and must be comfortable working in this environment.
* The post holder will have a designated base but will work across service locations, currently planned cross‑site working between Ipswich and Bury St Edmunds.
* The post holder will be required to participate in a Saturday rota as part of contracted hours.
#J-18808-Ljbffr