Detailed job description and main responsibilities

JOB SUMMARY

The Clinic Support Administrator is a key operational front of house role within a specialist sexual health service, providing administrative and patient support to ensure the safe and efficient running of clinics.

When based at their designated clinic, the post holder will work at the front desk providing a visible and welcoming reception service to patients attending the site.  In addition, the role includes managing telephone enquiries through a centralised call system covering multiple clinics across Suffolk, enabling patients to be booked into any service location as required. The post holder will also monitor and manage a centralised generic mailbox, ensuring timely response and appropriate escalation.

The role requires professionalism, discretion and sensitivity when handling confidential information of a personal and sexual nature.

Responsibilities include supporting patient flow, undertaking delegated tasks following appropriate training, acting as chaperone in line with service policy, communicating results  as directed by a clinician, and supporting clinic logistics including post, stock and condom distribution.

The role is based at a designated site with planned cross-site working.  Participation in a Saturday rota is required.

MAIN DUTIES & RESPONSIBILITIES

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

There may be a requirement to undertake other duties as reasonably required to support the organisation, which may include work at other organisations 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.  Normal health & safety procedures would continue to apply and accountability remains with Provide.

This job description is not intended to be exhaustive but indicates the main functions of the post as presently constituted. Periodic reviews should be carried out to ensure that the job description reflects the job being performed and to incorporate any changes. It is hoped that agreement can be reached with regards to any reasonable changes. If this is not possible, the organisation reserves the right to make changes to the job description after consultation with the post holder.

The post holder must familiarise his or herself with, and adhere to, all Provide policies and procedures, including (but not exhaustively):

• Equality and Diversity,
• Health and Safety,
• Risk Management,
• No Smoking policy
• Information Governance including Data Protection
• Business Continuity/Civil Emergencies

Copies of these documents/policies can be found on the staff intranet under both the Workforce and Provide Policies sections.

Infection Prevention & Control

The post holder is accountable and responsible for the prevention and control of healthcare associated infections and must comply with the standards set by the Health Act 2006: Code of Practice for the prevention and control of healthcare associated infections (revised January 2008).

Safeguarding Children, Young People & Vulnerable Adults

Safeguarding is a key priority of the organisation.  Staff must always be alert to the possibility of harm to children, young people and vulnerable adults through abuse and neglect. This includes being aware of the adults who may find parenting difficult. All staff should be able to recognise the indicators of abuse and know how to act on them, including the correct processes and decisions to be undertaken when sharing information. The depth of knowledge you work from must be commensurate with your role and responsibilities. All staff must follow the Safeguarding policies and guidelines, know how to seek specialist advice and must make themselves available for training and supervision as required.