About this role
Job summary
Lower Clapton General Practice is looking 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 positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients, members of the primary health care team, 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 description Job responsibilities
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice 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 senior receptionist/practice management team, dependent on current and evolving practice workload and staffing levels:
Ensure the telephones are answered in a timely manner and any issues are recorded and reported to the management team when they arise
Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
Maintaining and monitoring the practice appointments system
Processing personal, telephone and electronic requests for appointments, visits and telephone/ electronic consultations
Ensure people contacting the practice are directed to the most appropriate healthcare professional or system to address their issue
Processing and distributing incoming (and outgoing) mail via scanning and workflow
Taking messages and ensuring they are processed in the most appropriate way
Filing and retrieving paperwork when needed
Processing repeat prescriptions in accordance with practice guidelines
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Process and respond to requests from clinicians for support and information in a timely manner
Clearing and re-stocking of consulting rooms as required
Providing clerical assistance to practice staff as required filing, photocopying and scanning
Ordering, re-ordering and monitoring of stationery and other supplies when required
Dealing with clinical and non-clinical waste when required
Dealing with spills according to practice protocols
Ensuring reception and the patient facing areas are kept tidy at all times.
Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
Keeping the noticeboards updated and relevant
Support the team in emergency situations and participate in training around such situations
Participate in the recall of patients via phone call, text, email and letters supporting the systems administrator to improve practice outcomes
Provide support to the management team and practice coordinator from an administrative point and help support project and practice developments
Provide flexibility of hours to include extended hours and weekend working
Provide flexibility of location so that cross site cover can be provided when the need arises
Process all GP2GP, EPS, GP Links and other electronic GP processes and participate in training on all existing and new services.
Process and collate all new paper notes into the practice, chasing overdue notes and sending requested notes back.
Ensure timely processing of reports and all requests for information by outside agencies
Ensure fees are processed (according to practice protocols) when appropriate
Liaising with other NHS services with regard to the above and related processes when required.
Take complaints and process them according to the practice policy
Show high level of customer service and reflect on own and whole team development needs in this area
Help develop and improve the customer experience
Engage with new technologies to improve the patient and practice experience
Ensure new patients have a smooth registration process and are processed according to the practice protocols with particular reference to carers, childhood immunisations and safe registration of family units.
Ensure practice policies relating to patients are followed such as the Carers policy
To carry out any other duties commensurate with 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 healthcare setting or similar
Experience of working in a GP Practice
GP Reception experience
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
Computer literate
Willingness to take advice, follow instruction and undertake delegated duties
Ability to prioritise workload and multitask
Able to work within a team
Language other than English speaking
Knowledge Emis Web
Flexible approach to work
Professional appearance and conduct
Self-motivated
Friendly and approachable manner
Sense of humour
Person Specification
Qualifications Essential
Education to GCSE level with GCSE English or equivalent
Desirable
Basic IT qualification such as ECDL
Special Aptitudes Essential
Flexible approach to work Professional appearance and conduct Self-motivated Friendly and approachable manner
Desirable
Sense of humour
Experience Essential
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 Computer literate Willingness to take advice, follow instruction and undertake delegated duties Ability to prioritise workload and multitask Able to work within a team
Desirable
Previous Knowledge of Emis Web desirable Language other than English speaking Experience of working in a GP Practice GP Reception experience 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.
Employer details Employer name LOWER CLAPTON GROUP PRACTICE
Address Lower Clapton General Practice
34 Linscott Road
London
E5 0RD
Employer's website https://www.lowerclapton.nhs.uk/ (Opens in a new tab)