Job summary
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.

Main duties of the job
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.

What We Offer

• NHS Pension Scheme (subject to eligibility)
• 5 weeks' annual leave plus bank holidays (pro rata for part-time staff)
• Sick pay
• Free flu vaccination
• Health and wellbeing programme
• Free on-site parking
• Company events
• Comprehensive induction and ongoing training
• Opportunities for professional development within a supportive and friendly team

About us
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.

Job responsibilities
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 administrative colleagues.
• Build positive working relationships with internal and external healthcare professionals.
• Demonstrate flexibility by supporting colleagues during periods of annual leave or sickness where reasonably practicable.
• Participate in team meetings, mandatory training and continuous professional development.
• Maintain confidentiality and always comply with GDPR and Information Governance requirements.

Additional Information
This job description outlines the principal duties and responsibilities of the role but is not exhaustive. Duties may change in response to the evolving needs of the Practice and the wider NHS. Any significant changes will be discussed with the post holder before implementation.

Fallodon Way Medical Centre is committed to equality, diversity and inclusion and welcomes applications from all suitably qualified candidates. We are dedicated to

Person Specification
Qualifications
Essential

• GCSEs (or equivalent), including English and Maths.

Skills & Knowledge
Essential

• Excellent IT skills and confidence using computerised systems.
• Excellent written and verbal communication skills.
• Strong organisational skills with excellent attention to detail.
• Ability to prioritise competing workloads and meet deadlines under pressure.
• Professional, courteous and patient-focused approach.
• Strong interpersonal skills and the ability to work effectively within a multidisciplinary team.
• Ability to work independently using initiative and sound judgement.

Desirable

• Knowledge of medical terminology.

Experience
Essential

• A minimum of two years' experience in a busy administrative, reception, or customer service role within a healthcare setting
• Experience handling confidential information professionally.
• Experience maintaining accurate records and ensuring high standards of data

Desirable

• Previous experience within General Practice or the NHS.
• Experience using EMIS.
• Experience using Accurx.
• Experience using Docman.

Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Fallodon Way Medical Centre is committed to equality, diversity and inclusion and welcomes applications from all suitably qualified candidates.