Job summary
Millway Medical Practice is a large, high-performing NHS GP practice serving ~25,000 patients in Mill Hill, North London. We are looking for a Digital Receptionist / eConsult Coordinator to join our expanding team.
This is a key frontline role in a modern, digitally-driven GP practice, focused on managing online patient demand (eConsults) alongside supporting core reception and telephony functions.
You will play a crucial role in ensuring patients are navigated safely, efficiently, and compassionately to the right care, at the right time.
We can offer full-time or part-time hours for the right candidate.
Main duties of the job
To act as a central point of coordination for online consultations (eConsult) and digital patient access, ensuring:
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Timely and accurate processing of eConsults
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Safe navigation of patients to appropriate services
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Support for reception and phone systems during peak demand
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High-quality patient experience in a fast-paced environment
About us
At Millway Medical Practice, youll be joining a large, forward-thinking NHS GP practice serving a diverse population of around 25,000 patients. Our team of over 60 staff includes GPs, nurses, pharmacists, care coordinators, reception and administrative professionalsall working together to deliver high-quality, patient-centred care.
Our Culture & Atmosphere
We pride ourselves on being a friendly, supportive and inclusive team where everyones contribution is valued. Despite being a busy practice, we maintain a strong sense of teamwork, respect and professionalism. We recognise that general practice can be demanding, so we actively promote a culture where staff feel supported, listened to and able to develop.
Our Work Ethic
Millway is a high-performing and ambitious practice. We are committed to:
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Delivering safe, efficient and high-quality care
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Embracing innovation, particularly in digital access and workflow
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Continuously improving how we work to benefit both patients and staff
We value individuals who are proactive, adaptable and take pride in their work, while also supporting colleagues and contributing positively to the wider team.
Job description
Job responsibilities
1. eConsult & Digital Workflow Management (Primary Function)
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Monitor and process incoming eConsults throughout the day
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Triage and allocate requests in line with practice protocols
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Identify urgent or high-risk submissions and escalate appropriately
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Book patients into appropriate appointments (GP, ACP, PA pharmacist, etc.)
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Communicate outcomes to patients via SMS, AccuRx or phone
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Ensure all eConsults are actioned within agreed timeframes
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Support optimisation of digital workflows and demand management
2. Reception & Telephony Support
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Answer incoming calls using cloud telephony systems (Surgery Connect)
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Navigate patients to the most appropriate service (appointments, self-care, pharmacy, etc.)
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Book, amend and cancel appointments using EMIS Web
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Support front desk when required, including greeting patients
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Manage patient queries efficiently and professionally
3. Patient Navigation & Care Coordination
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Guide patients through thetriage model
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Promote use of online services (eConsult, NHS App, website)
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Signpost to appropriate services (community pharmacy, urgent care, etc.)
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Support vulnerable patients who may struggle with digital access
4. Administrative Duties
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Process registrations and update patient records
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Handle basic prescription/admin queries
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Scan and process incoming documents (BetterLetter / Docman where required)
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Support digital communication campaigns (SMS, website updates)
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Maintain accurate records and data quality
5. Team Support & Flexibility
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Work collaboratively with reception, admin and clinical teams
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Provide cover during staff absence or peak demand periods
-
Support onboarding and training of new staff where appropriate
Job description
Job responsibilities
1. eConsult & Digital Workflow Management (Primary Function)
-
Monitor and process incoming eConsults throughout the day
-
Triage and allocate requests in line with practice protocols
-
Identify urgent or high-risk submissions and escalate appropriately
-
Book patients into appropriate appointments (GP, ACP, PA pharmacist, etc.)
-
Communicate outcomes to patients via SMS, AccuRx or phone
-
Ensure all eConsults are actioned within agreed timeframes
-
Support optimisation of digital workflows and demand management
2. Reception & Telephony Support
-
Answer incoming calls using cloud telephony systems (Surgery Connect)
-
Navigate patients to the most appropriate service (appointments, self-care, pharmacy, etc.)
-
Book, amend and cancel appointments using EMIS Web
-
Support front desk when required, including greeting patients
-
Manage patient queries efficiently and professionally
3. Patient Navigation & Care Coordination
-
Guide patients through thetriage model
-
Promote use of online services (eConsult, NHS App, website)
-
Signpost to appropriate services (community pharmacy, urgent care, etc.)
-
Support vulnerable patients who may struggle with digital access
4. Administrative Duties
-
Process registrations and update patient records
-
Handle basic prescription/admin queries
-
Scan and process incoming documents (BetterLetter / Docman where required)
-
Support digital communication campaigns (SMS, website updates)
-
Maintain accurate records and data quality
5. Team Support & Flexibility
-
Work collaboratively with reception, admin and clinical teams
-
Provide cover during staff absence or peak demand periods
-
Support onboarding and training of new staff where appropriate
Person Specification
Experience
Essential
- Excellent communication and interpersonal skills
- Strong IT and digital skills (confident with multiple systems)
- Ability to work in a fast-paced, high-demand environment
- Strong organisational and time management skills
- Ability to prioritise workload and make safe decisions
- Customer service experience
Desirable
- Experience working in a GP practice or NHS setting
- Knowledge of EMIS Web, AccuRx, Docman or eConsult
- Experience in digital triage or online patient systems
- Understanding of patient confidentiality and data protection
Person Specification
Experience
Essential
- Excellent communication and interpersonal skills
- Strong IT and digital skills (confident with multiple systems)
- Ability to work in a fast-paced, high-demand environment
- Strong organisational and time management skills
- Ability to prioritise workload and make safe decisions
- Customer service experience
Desirable
- Experience working in a GP practice or NHS setting
- Knowledge of EMIS Web, AccuRx, Docman or eConsult
- Experience in digital triage or online patient systems
- Understanding of patient confidentiality and data protection
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
