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 key frontline role focuses on managing online patient demand (eConsults) while supporting core reception and telephony functions. The successful candidate will ensure 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
As a central coordinator for online consultations and digital patient access, you will:
- Process eConsults accurately and within agreed timeframes
- Ensure safe navigation of patients to appropriate services
- Support reception and telephony during peak demand
- Deliver high quality patient experience in a fast paced environment
Job responsibilities
- eConsult & Digital Workflow Management
- Monitor and process incoming eConsults
- Triage and allocate requests per practice protocols
- Escalate urgent or high risk submissions
- Book patients into appropriate appointments (GP, ACP, PA pharmacist, etc.)
- Communicate outcomes to patients via SMS, AccuRx, or phone
- Support optimisation of digital workflows and demand management
- Reception & Telephony Support
- Answer 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 demands 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 a Disclosure to the Disclosure and Barring Service will be required to check for previous convictions.
Employer details Employer name
MILLWAY MEDICAL PRACTICE
Address
- 2 Hartley Avenue
- London
- NW7 2HX
Employer's website
(Opens in a new tab)