Full job description

Fallodon Way Medical Centre is looking for a friendly, organised and motivated individual to join our Administration and Reception Team as a Health Navigator & Practice Administrator.

This is a varied and rewarding role combining patient-facing reception and health navigation duties with essential clinical administration responsibilities. As one of the first points of contact for patients, you will help ensure they receive the right care, from the right clinician, at the right time, while supporting the efficient day-to-day running of the practice through workflow management, patient record administration, coding and correspondence.

The successful candidate will be proactive, adaptable and committed to delivering excellent customer service. You will have strong communication and organisational skills, enjoy working in a busy environment, and be confident managing multiple priorities while maintaining accuracy and confidentiality.

There is the opportunity to join, or continue your membership of, the NHS Pension Scheme.

About Fallodon Way Medical Centre

Fallodon Way Medical Centre is a friendly, forward-thinking training practice serving over 11,000 patients and is part of the Affinity Primary Care Network.

Our multidisciplinary team includes:

• GP Partners and Salaried GPs
• Advanced Nurse Practitioners
• Nursing Team
• Pharmacy Team
• First Contact Physiotherapists
• Mental Health Practitioners
• Care Coordinators
• Administration and Reception Team

Together, we deliver high-quality, patient-centred care in a supportive and collaborative environment.

We use EMIS, Docman and Accurx to support safe, efficient clinical workflows and are committed to staff wellbeing, continuous improvement and professional development.

Hours:

Role 1 (22.5 hours)

• Monday: 1:30pm – 7:00pm
• Tuesday: 7:45am – 1:30pm
• Wednesday: 1:30pm – 7:00pm
• Thursday: 7:45am – 1:30pm

Role 2 (16 hours)

• Tuesday: 2:30pm – 7:00pm
• Thursday: 7:45am – 2:45pm
• Friday: 8:00am – 1:00pm

Role 3 (15 hours)

• Thursday: 11:00am – 7:00pm
• Friday: 11:00am – 7:00pm

Main Duties and Responsibilities

Health Navigation and Reception

• Act as a welcoming first point of contact for patients, both in person and by telephone.
• Assess patient requests and confidently direct patients to the most appropriate clinician or healthcare service.
• Provide clear, professional and compassionate communication in line with practice policies.
• Use sound judgement and problem-solving skills to respond appropriately to patient enquiries.
• Utilise practice navigation resources, including Accurx, the Nurse Matrix and Community Pharmacy Pathways, to ensure safe and consistent patient navigation.
• Review and action incoming online consultations via Accurx.
• Book appointments accurately using EMIS, ensuring patients are allocated to the appropriate clinician and appointment type.
• Arrange telephone, face-to-face and nursing appointments according to clinical need and practice protocols.
• Maximise appointment utilisation by booking efficiently and minimising unused clinical time.
• Ensure patients are booked into appropriate QOF and vaccination appointments where applicable.

Practice Administration

• Review, code and workflow all incoming patient correspondence (paper and electronic), including post, Docman and Accurx.
• Maintain accurate and up-to-date patient records within EMIS, including summarising new patient records and coding key clinical information.
• Action urgent clinical documents promptly, ensuring they are filed accurately within the patient record.
• Monitor and manage shared inboxes relating to workflow, coding, recalls and clinical administration.
• Manage a varied workload of clinical administrative tasks, including patient recalls, invitations, reviews, clinical searches, coding and correspondence to support contractual and clinical requirements.
• Update and maintain patient records using the clinical system, ensuring accurate coding and documentation.
• Monitor and action EMIS tasks, Docman workflow, Accurx responses, website enquiries and practice email inboxes throughout the day.

Team Working

• Work collaboratively with GPs, nurses, pharmacists, care coordinators and ad
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