We are looking for an organised, professional and friendly individual to join our sexual health service as a Clinic Support Administrator. The role provides a welcoming front of house service and plays a key role in managing patient enquiries.
Responsibilities
* 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 8pm as required
* Act as a first point of contact via telephone, email and in person
* Handle sensitive information in line with data protection legislation and service policies
* Follow infection prevention and cleaning protocols
* Support the condom by post scheme and medication collections
* Escalate safeguarding concerns appropriately
Patient Flow and Delegated Support
* Support patient flow within clinics to ensure appointments run efficiently
* Assist patients with routine observations such as height, weight, blood pressure
* Support patients in providing urine samples
* Act as a chaperone for clinical consultations and examinations
* Communicate results to patients verbally where directed by a clinician
Clinic Environment and Operational Support
* Maintain reception, waiting and operational areas to agreed cleanliness standards
* Follow infection prevention and cleaning protocols
* Report estates or environmental issues promptly
* Monitor and maintain stock levels, including ordering stationary and supplies
* Manage incoming and outgoing post, including Royal mail processes
* Support the condom by post scheme and medication collections
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
* Post holder will have a designated contractual base and planned cross-site working between Ipswich and Bury St Edmunds (approximately two days per week at each site)
* Post holder must be able to travel independently between sites
Other
May be required to undertake other duties reasonably required to support the organisation, including work at other locations within NHS Trusts. Post holder will not be required to undertake any function for which they are not trained or qualified.
Qualifications & Education
* Essential criteria: Good standard of general education, including GCSE (or equivalent) in English and Maths.
* Desirable criteria: NVQ Level 2 in Business Administration or equivalent experience.
Work Related Knowledge & Experience
* Experience in a customer facing or front of house role
* Experience 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 (desirable)
* Experience using electronic patient record systems (desirable)
* Experience monitoring shared mailboxes or processing referrals (desirable)
Skills & Aptitudes
* Essential criteria:
* 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 escalate 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
* Desirable criteria:
* Experience of managing challenging situations with members of the public
Circumstances
* Post holder must work within specialist sexual health service and be comfortable in this environment
* Post holder will have a designated base but will work across service locations, with planned cross-site working between Ipswich and Bury St Edmunds
* Post holder will participate in a Saturday rota as part of contracted hours
Equal Opportunity
Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills. We welcome applicants from underrepresented groups. If you have the skills and experience for the job, please apply regardless of your background.
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