Job Description

Role Purpose

Provide high?quality administrative support to the practice with a focus on proactive patient call/recall programmes (e.g. long?term condition reviews, screening and immunisations). The post holder co?ordinates recall workflows, maintains accurate records and dashboards, and provides cover for medical secretarial duties and, occasionally, for reception to support safe, efficient patient care.

Scope of Responsibility

Line management

: None.

Day?to?day coordination

: Responsible for coordinating recall tasks across the admin and reception team, ensuring templates are used correctly, worklists are completed on time, and issues are escalated to the Practice Manager.

Key Responsibilities

A. Call/Recall Coordination

Run and maintain EMIS searches and protocols for LTC reviews (e.g. diabetes, COPD/asthma, hypertension), cervical screening, childhood immunisations and other QOF/IES requirements and population health management.

Build patient cohorts from EMIS and keep recall lists accurate; record outcomes and exception coding in line with guidance.

Generate and send invitations via Accurx (SMS/Florey), letters and telephone calls; schedule follow?ups using an agreed cadence (e.g. 0, 2 and 6 weeks).

Maintain a simple dashboard of uptake, DNAs and outstanding tasks; provide monthly reports to the Practice Manager/Operations Lead.

Coordinate admin support for recall clinics, including appointment templates, clinician slots and patient preparation materials.

Liaise with clinical leads to resolve coding issues, results chasing and pathway queries.

B. Administrative Support

Process and code documents in Docman; allocate workflow appropriately and within agreed turnaround times as required

Complete actions from shared inboxes, patient registrations and demographic changes; ensure data quality standards are met.

Prepare standard letters, forms and reports; handle SAR/medical record requests in line with policy (admin elements only).

Scan and index incoming post; maintain accurate electronic records that meet IG requirements.

Support repeat prescription administrative tasks (non?clinical) according to practice protocol.

C. Medical Secretarial Cover (as required)

Type and process referral letters; complete e?RS bookings and track outcomes.

Prepare investigation requests on approved systems (e.g. T?Quest) as directed by clinicians.

Chase hospital appointments, clinic letters and results; escalate delays or issues to the clinical team.

Assist with completion and tracking of third?party reports (e.g. insurance) within policy and timelines.

D. Reception Cover (ad hoc)

Cover triage administrative function supporting the workflow or medical and administrative request via Accurx alongside a clinician.

Provide courteous front?of?house and telephony support during peaks or staff absence.

Book, amend and signpost appointments according to practice protocols and safeguarding guidance.

Handle routine patient queries and escalate complex issues appropriately.

E. Data Quality & Reporting

Maintain accurate coding for recall outcomes and exceptions; run validation reports to identify errors.

Produce simple monthly KPI summaries covering recall uptake and outstanding actions.

Contribute to audits and QI projects related to access, demand and recall performance.

Confidentiality & Information Governance

You will have access to confidential information relating to patients, carers and staff. All information must be handled in accordance with practice policies, data protection legislation and the Caldicott principles.

Health, Safety & Infection Prevention

Promote and maintain a safe working environment, comply with the practice Health & Safety Policy and Infection Prevention procedures, attend mandatory training and report hazards and incidents promptly.

Equality, Diversity & Inclusion

Support the rights of patients and colleagues, acting in a non?judgemental, respectful manner consistent with policy and legislation.

Communication & Teamwork

Communicate clearly with patients and the multidisciplinary team; use alternative communication methods when required; share learning and contribute to service improvement.

Training & Development

Participate in induction, mandatory training and annual appraisal; take responsibility for maintaining skills relevant to the role.

Person Specification

Essential

Strong administrative skills with excellent attention to detail and organisation.

Clear written and verbal communication; confident telephone manner.

Ability to prioritise, follow protocols and meet deadlines in a busy environment.

Proficient IT user with experience of Microsoft Office and willingness to learn clinical systems.

Understanding of confidentiality, information governance and safeguarding responsibilities.

Desirable

Experience in primary care administration, reception or medical secretarial work.

Working knowledge of EMIS Web, Accurx, Docman, e?RS and T?Quest.

Experience running searches, recalls and basic reporting in EMIS.

Other

This job description is not exhaustive and may be amended in line with service needs following discussion. Flexibility will be required in response to changes within primary care and the wider NHS.

Job Type: Part-time

Pay: 13.00-13.50 per hour

Expected hours: 22.5 per week

Benefits:

Free parking On-site parking
Experience:

GP surgery: 1 year (required)
Work Location: In person

Expected start date: 01/12/2025