Patient Facilitator

2 weeks ago

London, Greater London, United Kingdom LOWER CLAPTON GROUP PRACTICE Full time

About the Role

We are seeking a highly skilled and experienced Patient Facilitator to join our team at Lower Clapton Group Practice. As a Patient Facilitator, you will play a vital role in providing exceptional patient care and administrative support to our healthcare team.

Key Responsibilities

  • Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors.
  • 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.
  • Process and respond to requests from clinicians for support and information in a timely manner.
  • Clear and re-stock consulting rooms as required.
  • Provide clerical assistance to practice staff as required, including filing, photocopying, and scanning.
  • Order, re-order, and monitor stationery and other supplies when required.
  • Deal with clinical and non-clinical waste when required.
  • Deal with spills according to practice protocols.
  • Ensure reception and patient-facing areas are kept tidy at all times.
  • Provide refreshments for staff and visitors as required.
  • Keep 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 locations to enable cross-site cover when required.
  • 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.
  • Liaise 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 a 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.

Requirements

  • Experience of working with the public.
  • Knowledge of Emis Web.
  • 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 and 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 (desirable).
  • Experience of working in a GP Practice (desirable).
  • GP Reception experience (desirable).

Qualifications

  • Education to GCSE level with GCSE English or equivalent.
  • Basic IT qualification such as ECDL (desirable).

Special Aptitudes

  • Flexible approach to work.
  • Professional appearance and conduct.
  • Self-motivated.
  • Friendly and approachable manner.
  • Sense of humour (desirable).

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