Digital Receptionist

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

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

1. 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

1. 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

1. 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

1. 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