Location
London

Hours
Part Time with flexibility to include extended hours and weekend working

Salary
£14.00 per hour

About the Role
As a Patient Facilitator within the NHS practice administration team, you will play a vital role in ensuring smooth and efficient patient interactions and practice operations. Your duties will include answering telephones promptly, managing the appointments system, processing requests for appointments and consultations, and directing patients to the appropriate healthcare professional or service. You will be responsible for opening and securing the practice premises, handling incoming and outgoing mail, taking and processing messages, and maintaining filing systems. Additional responsibilities include processing repeat prescriptions, data entry, supporting clinicians with requests, restocking consulting rooms, and providing clerical assistance such as photocopying and scanning.

You will also be involved in ordering and monitoring supplies, managing clinical and non-clinical waste, maintaining cleanliness in reception and patient areas, supporting emergency situations, and participating in patient recall processes via phone, text, email, and letters. Cross-site cover and flexibility of location will be required. You will process electronic GP systems such as GP2GP, EPS, and GP Links, manage paper notes, and ensure timely processing of reports and requests from outside agencies. Additionally, you will handle fees processing, liaise with other NHS services, manage complaints according to policy, and contribute to improving the customer experience by engaging with new technologies and supporting smooth patient registration processes.

This role demands a high level of customer service, adherence to confidentiality and data protection, and a professional, friendly approach to patients and colleagues. You will support the management team administratively and assist with practice developments and projects as needed.

Experience
- Experience working with the public
- Experience in a pressurised environment
- Previous receptionist experience, preferably in healthcare or GP practice
- Knowledge of Emis Web system is desirable

About you
- Excellent verbal and written communication skills
- Strong interpersonal skills with a sympathetic and caring approach
- Understanding and adherence to confidentiality and data protection
- Computer literate with ability to multitask and prioritise workload
- Willingness to take advice, follow instructions, and undertake delegated duties
- Flexible approach to work including willingness to cover multiple sites
- Professional appearance and conduct
- Self-motivated, friendly, approachable with a good sense of humour
- Ability to work effectively within a team
- Language skills other than English are an advantage

Qualifications
- No formal qualifications specified, but relevant experience and skills are essential