Job summary
Lower Clapton Group Practice islooking to employ 2 Part-time Patient Facilitators to work from 2pm to 8pm, 6 hours daily from Monday to Friday (30 hours per week) and also another working 3 days per week, Wednesday, Thursday and Friday (18 hours per week).
The Practice is open from to 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 essential.
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 to Monday to Friday.
We employ up to 60 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 Ancillary 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 7 partner practice one of which is our lead nurse and another is our experienced ANP.
This role is currently based at the Lower Clapton Group Practice. We are about to move into an amazing new building attached to a very special building (Google Portico Hackney) so there is a lot of excitement in the practice.
Job description
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
GP Reception experience
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
Computer literate
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
Knowledge Emis Web
Flexible approach to work
Professionalappearance and conduct
Self-motivated
Friendly and approachable manner
Sense ofhumour
Person Specification
Qualifications
Essential
1. Education to GCSE level with GCSE English or equivalent
Desirable
2. Basic IT qualification such as ECDL
Special Aptitudes
Essential
3. Flexible approach to work
4. Professional appearance and conduct
5. Self-motivated
6. Friendly and approachable manner
Desirable
7. Sense of humour
Experience
Essential
8. Experience of working with the public
9. Knowledge Emis Web
10. Experience of working within a pressurised environment
11. Previous Receptionist experience, preferably within a healthcare setting or similar
12. Excellent communication skills verbal and written
13. Excellent interpersonal skills with a sympathetic and caring approach to the public
14. An understanding, acceptance and adherence of the need for strict confidentiality & data protection issues
15. Computer literate
16. Willingness to take advice, follow instruction and undertake delegated duties
17. Ability to prioritise workload and multitask
18. Able to work within a team
Desirable
19. Language other than English speaking
20. Experience of working in a GP Practice
21. GP Reception experience
22. Sense of humour