LOWER CLAPTON GROUP PRACTICE

2 x Part time Patient Facilitators

The closing date is 04 July 2025

Job summary

Lower Clapton Group Practice is looking to employ 2 Part-time Patient Facilitators (1 x 25 hours pw working Mon to Thurs 9am to 2pm and Fri 3pm to 8pm each week) + (1 x 18 hours pw working Wed, Thurs and Fri each week 2pm to 8pm)

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 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 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 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 6 partner practice one of which is our lead nurse and another is our experienced ANP.

This role is currently based at the Lower Clapton General Practice. We have moved into an amazing new building attached to a very special building (Google Portico Hackney) so it is an exciting practice to work.

Date posted

17 June 2025

Pay scheme

Other

Salary

£13.85 an hour London Living Wage

Contract

Permanent

Working pattern

Part-time

Reference number

A0965-25-0003

Job locations

Lower Clapton General Practice

34 Linscott Road

London

E5 0RD

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