Bank Treatment Centre Care Co-ordinator - Bournemouth East Collaborative PCN
Job Title: Bank Treatment Centre Care Co-ordinator(s)/Reception
Contract Type: Bank
Hours: Flexible – to cover the service Monday to Thursday, 8.30am to 8pm, Friday 8.30am to 5pm
and all-day Saturday, 8.30am to 5pm.
Salary: Basic £11.53 per hour, enhanced rate for hours 6.30pm to 8pm and all-day Saturday (DOE)
Location: Treatment Centre, located at Shelley Manor Medical Centre, Bournemouth BH5 1LX
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
Beaufort Road 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
Our Network teams include:
• Enhanced Care Visiting team for frail housebound patients and those in care homes. The
team includes visiting GPs, ANPs, Paramedic, Frailty Nurses, Care Coordinators, Clinical
• BEC Urgent Care Treatment Centre working out of the Treatment Centre at Shelley Manor
Medical Centre supported by GPs, ANP’s, Respiratory Nurse and HCA’s.
• First Contact Physiotherapy Practitioner service.
• Digital Lead, Digital Care Coordinator, Digital Champions.
• Pharmacy team comprising of Clinical Pharmacists, Pharmacy Technicians and Care Coordinator.
• Mental Health practitioners.
• Health & Wellbeing Coaches and Social Prescribers within Help & Care team.
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
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
• 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
• When on duty, open and close the premises as required following the security procedures.
• Follow practice/centre procedures for registrations including temporary patients, overseas
• 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
• 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
• 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
• 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.
Skills and Experience – what we need from you:
• 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.
• Ability to undertake searches, construct reports and use other documentation for recording
• Evidence of Leadership and training skills
Equality & Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to
• 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.
The PCN is a friendly, flexible, forward thinking and a supportive Network.
• 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
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