Digital Receptionist

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 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 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.

To 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

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 escalateg 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
• 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
• 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 from digital access
• 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
• 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