At a Glance
- Tasks: Manage online patient consultations and support reception functions in a busy medical practice.
- Company: Join Millway Medical Practice, a leading NHS GP practice in North London.
- Benefits: Flexible full-time or part-time hours with a supportive team environment.
- Other info: Opportunity for growth and collaboration with healthcare professionals.
- Why this job: Make a real difference in patient care while developing your skills in a dynamic setting.
- Qualifications: Strong communication, IT skills, and customer service experience are essential.
The predicted salary is between 29970 - 36483 £ per year.
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: https://www.millwaymedical.com
Digital Receptionist employer: Millway Medical Practice
Millway Medical Practice is an exceptional employer, offering a supportive and dynamic work environment in the heart of Mill Hill, North London. With a commitment to high-quality patient care, we provide our Digital Receptionists with comprehensive training, flexible working hours, and opportunities for professional growth within the NHS framework. Join our dedicated team and be part of a practice that values compassion, teamwork, and innovation in healthcare delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Receptionist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Millway Medical Practice. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Millway Medical Practice before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Receptionist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Millway Medical Practice:Your cover letter is your chance to shine! Tell us why you want to work at Millway Medical Practice specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Millway Medical Practice!
How to prepare for a job interview at Millway Medical Practice
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
