Digital Receptionist

NHS Jobs; Greater London; On-site; GBP 24,000 - 28,000; Full time

Job summary

NHS Jobs in London seeks a proactive team member to support eConsults, reception duties, patient navigation, and administrative tasks. You will triage digital requests, book appointments, and guide patients to online services while assisting the clinical and admin teams to maintain smooth workflows.

The role emphasizes excellent communication, efficient handling of patient enquiries, and adaptability to peak demand periods within a NHS practice setting.

Responsibilities

• eConsult & Digital Workflow Management: Monitor and process incoming eConsults; triage and allocate requests; identify urgent/high-risk submissions and escalate; book patients into appropriate appointments; communicate outcomes via SMS/AccuRx/phone; ensure actioned within agreed timeframes.
• Reception & Telephony Support: Answer calls using cloud telephony; navigate patients to services; book/amend/cancel appointments in EMIS Web; support front desk and handle queries efficiently.
• Patient Navigation & Care Coordination: Guide patients through triage model; promote online services; signpost to services; support vulnerable patients with digital access.
• Administrative Duties: Process registrations and update patient records; handle basic prescription/admin queries; scan/process documents; support digital campaigns and data quality.
• Team Support & Flexibility: Collaborate with teams; cover during absences; assist onboarding and training.

Job description

• 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 elevate 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