Patient Facilitator

LOWER CLAPTON GROUP PRACTICE; Greater London; On-site; GBP 10,000 - 40,000; Part time

Job summary

A healthcare practice in Greater London seeks a Part-time Patient Facilitator to support the reception team with various administrative tasks. The role involves assisting patients, managing calls and appointments, and ensuring high-quality customer service. Ideal candidates will have excellent interpersonal skills, be prepared to work in a fast-paced environment, and possess basic IT qualifications. Previous experience in a GP practice or healthcare setting is highly desirable, along with knowledge of EMIS Web.

Benefits

Friendly and supportive team environment

Training opportunities

Qualifications

• Experience of working in a GP Practice is advantageous.
• Excellent communication skills both verbal and written are necessary.
• Understanding of confidentiality & data protection is required.

Responsibilities

• Assist patients accessing services in a courteous and effective way.
• Undertake various administrative duties to assist the practice.
• Ensure telephones are answered promptly and issues reported.

Skills

Excellent interpersonal and communication skills

Ability to prioritize workload

Flexible approach to work

Experience of working with the public

Friendly and approachable manner

Education

Education to GCSE level with GCSE English or equivalent

Basic IT qualification such as ECDL

Tools

EMIS Web

Job description

Lower Clapton General Practice islooking to employ a Part-time Patient Facilitator to work from 2pm to 8pm, 6 hours daily from Monday to Friday (30 hours per week).

The Practice is open from 8.00am to 8.00pm. The successful applicant will be a member of the Reception team completing patient related administrative tasks. Experience of working in a general practice is an advantage. Knowledge of EMIS Web computer system is desirable.

Excellent interpersonal and communication skills, particularly verbal skills are essential.

Main duties of the job

The purpose of the role is to:

Offer general assistance to the practice team and project a positiveand friendly image to patients and other visitors, either in person or via thetelephone

Receive, assist and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient and effective way

Undertake a variety of administrative duties to assist in the smoothrunning of the practice, including the provision of secretarial and clericalsupport to clinical staff and other members of the practice team

Facilitateeffective communication between patients, members of the primary health careteam, secondary care and other associated healthcare agencies

Please refer to the job description for full details.

About us

The Practice is open from 8.00am to 8.00pm Monday to Friday.

We employ over 55 staff and provide personalised care to over 15,000 patients. We offer a friendly, supportive and innovative team environment.

We are a large but close team of the usual staff GP's, Nurses, Healthcare Assistants and a large team of Ancillary staff including Reception and Administration Staff, but also innovative PCN roles such as a vocational OT, mental health worker as well as a fantastic team of clinical pharmacists and FCPs as well as a great wellbeing team. We are a 6 partner practice one of which is our lead nurse and another is our experienced ANP.

We relocated in May 2024 and the practice is attached to an amazing and exciting new purpose built very special building (Google Portico Hackney) where this role is currently based.

Job responsibilities

Duties andresponsibilities:

The duties and responsibilities to beundertaken by members of the practice administration team may include any orall of the items in the following list.Duties may be varied from time to time under the direction of the seniorreceptionist/practice management team, dependent on current and evolvingpractice workload and staffing levels:

Ensure the telephones areanswered in a timely manner and any issues are recorded and reported to themanagement team when they arise

Opening up/locking up ofpractice premises and maintaining security in accordance with practiceprotocols

Maintaining and monitoring thepractice appointments system

Processing personal, telephoneand electronic requests for appointments, visits and telephone/ electronicconsultations

Ensure people contacting thepractice are directed to the most appropriate healthcare professional or systemto address their issue

Processing and distributingincoming (and outgoing) mail via scanning and workflow

Taking messages and ensuringthey are processed in the most appropriate way

Filing and retrieving paperworkwhen needed

Processing repeat prescriptionsin accordance with practice guidelines

Computer data entry/dataallocation and collation; processing and recording information in accordancewith practice procedures

Initiating contact with andresponding to requests from patients, other team member and associatedhealthcare agencies and providers

Process and respond to requestsfrom clinicians for support and information in a timely manner

Clearing and re-stocking ofconsulting rooms as required

Providing clerical assistance topractice staff as required filing, photocopying and scanning

Ordering, re-ordering andmonitoring of stationery and other supplies when required

Dealing with clinical andnon-clinical waste when required

Dealing with spills according topractice protocols

Ensuring reception and thepatient facing areas are kept tidy at all times.

Provision of refreshments forstaff and visitors as required; loading and emptying the dishwasher and keepingthe kitchen area clean and tidy

Keeping the noticeboards updatedand relevant

Support the team in emergencysituations and participate in training around such situations

Participate in the recall ofpatients via phone call, text, email and letters supporting the systemsadministrator to improve practice outcomes

Provide support to themanagement team and practice coordinator from an administrative point and helpsupport project and practice developments

Provide flexibility of hours toinclude extended hours and weekend working

Provide flexibility of locationso that cross site cover can be provided when the need arises

Process all GP2GP, EPS, GP Linksand other electronic GP processes and participate in training on all existingand new services.

Process and collate all newpaper notes into the practice, chasing overdue notes and sending requestednotes back.

Ensure timely processing ofreports and all requests for information by outside agencies

Ensure fees are processed(according to practice protocols) when appropriate

Liaising with other NHS serviceswith regard to the above and related processes when required.

Take complaints and process themaccording to the practice policy

Show high level of customerservice and reflect on own and whole team development needs in this area

Help develop and improve thecustomer experience

Engage with new technologies toimprove the patient and practice experience

Ensure new patients have asmooth registration process and are processed according to the practiceprotocols with particular reference to carers, childhood immunisations and saferegistration of family units.

Ensure practice policiesrelating to patients are followed such as the Carers policy

To carry out any other duties commensuratewith the general purpose of the post

Experience of working with the public

Experience of working within a pressurised environment

Previous Receptionist experience, preferably within a healthcaresetting or similar

Experienceof working in a GP Practice

Excellent communication skills verbal and written

Excellent interpersonal skills with a sympathetic andcaring approach to the public

Anunderstanding, acceptance and adherence of the need for strict confidentiality& data protection issues

Willingness to take advice, follow instruction andundertake delegated duties

Ability to prioritise workload and multitask

Ableto work within a team

Language other than English speaking

Flexible approach to work

Professionalappearance and conduct

Self-motivated

Friendly and approachable manner

Sense ofhumour

Person Specification

Qualifications

• Education to GCSE level with GCSE English or equivalent
• Basic IT qualification such as ECDL
• Flexible approach to work
• Professional appearance and conduct
• Self-motivated
• Friendly and approachable manner
• Sense of humour

Experience

• Experience of working with the public
• Experience of working within a pressurised environment
• Previous Receptionist experience, preferably within a healthcare setting or similar
• Excellent communication skills verbal and written
• Excellent interpersonal skills with a sympathetic and caring approach to the public
• An understanding, acceptance and adherence of the need for strict confidentiality & data protection issues
• Willingness to take advice, follow instruction and undertake delegated duties
• Ability to prioritise workload and multitask
• Able to work within a team
• Previous Knowledge of Emis Web desirable
• Language other than English speaking
• Experience of working in a GP Practice
• Sense of humour

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.