# Digital Receptionist

**Company**: Millway Medical Practice
**Location**: London
**Job type**: part-time
**Salary**: £12.71 an hour
**Category**: Healthcare
**Industry**: Healthcare

**Apply**: https://www.jobs.nhs.uk/candidate/jobadvert/A2375-26-0018?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1d2ad08e-d73

## Description

Millway Medical Practice is a large, high-performing NHS GP practice serving around 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**

- Act as a central point of coordination for online consultations (eConsult) and digital patient access, ensuring:

+ Timely and accurate processing of eConsults   + Safe navigation of patients to appropriate services   + Support for reception and phone systems during peak demand   + High-quality patient experience in a fast-paced environment

**Job responsibilities**

- 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

- 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

- Patient Navigation & Care Coordination

- Guide patients through the triage 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

- 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

- 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**

**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

## Skills

### Required
- Excellent communication and interpersonal skills
- Strong IT and digital skills
- 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

### Nice to have
- 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

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Source: [Apply at jobs.nhs.uk](https://www.jobs.nhs.uk/candidate/jobadvert/A2375-26-0018?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)