Digital Front Desk & eConsult Coordinator

MILLWAY MEDICAL PRACTICE; London Borough of Barnet; On-site; GBP 24,000 - 32,000; Full time

Job summary

MILLWAY MEDICAL PRACTICE in London is seeking a Digital Receptionist / eConsult Coordinator to manage online patient demand and support core reception/telephony. This is a frontline, digitally-driven role in a busy GP practice.

You will coordinate eConsults, triage requests, and guide patients to the right care, balancing technology and compassionate patient service in a fast-paced NHS environment. Full-time or part-time hours available.

Responsibilities

• Monitor and process incoming eConsults throughout the day.
• Triage and allocate requests according to practice protocols.
• Identify urgent/high-risk submissions and escalate appropriately.
• Book patients into GP, ACP, PA or pharmacist appointments.
• Communicate outcomes to patients via SMS, AccuRx or phone.
• Ensure eConsults are actioned within agreed timeframes.
• Support optimisation of digital workflows and demand management.
• Answer incoming calls using cloud telephony (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 and greet patients as needed.
• Manage patient queries professionally and efficiently.
• Guide patients through the triage model and promote online services.
• Signpost to community services and urgent care where appropriate.
• Support vulnerable patients with digital access challenges.
• Process registrations and update patient records.
• Handle basic prescription/admin queries.
• Scan and process incoming documents (BetterLetter/Docman).
• Assist digital communication campaigns (SMS, website updates).
• Maintain accurate records and data quality; work with admin/clinical teams.

Skills

Customer service

Telephone support

Digital workflows

Triage

Teamwork

Tools

EMIS Web

Surgery Connect

AccuRx

BetterLetter

Job description

MILLWAY MEDICAL PRACTICE in London is seeking a Digital Receptionist / eConsult Coordinator to manage online patient demand and support core reception/telephony. This is a frontline, digitally-driven role in a busy GP practice.

You will coordinate eConsults, triage requests, and guide patients to the right care, balancing technology and compassionate patient service in a fast-paced NHS environment. Full-time or part-time hours available.