Part time Patient Facilitator

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.

Duties and

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

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

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.

Qualifications

Special Aptitudes

Experience