Job Description

JOB TITLE:

Recall Officer

REPORTS TO:

Service Operational Lead

HOURS:

37.5 hours per week Mon-Fri

SALARY PER YEAR:

27,000 per annum

CONTRACT:

Fixed Term: 12-month contract with possibility of extension

Location:

Islington GP Federation Head Office, Unit 16-18, The Studios, Hornsey Street N7 8G and Islington IGPF Practices.

About Islington GP Federation

Islington GP Federation (IGPF) is a growing organisation representing 31 practices; we have established ourselves as a leader in new ways of working, including running Islington's extended access primary care services (I:HUB) as well as supporting the Islington Primary Care Networks (PCNs). Our current range of services include the Extended Access Service, I:HUB, Community Ear, Nose and Throat (ENT), Integrated Community Gynaecology, practice-based pharmacists and a range of practice support mechanisms.

IGPF works very closely with a range of partners, including the regional commissioning group, NHS England, Healthy London Partnership, Public Health, local hospitals such as UCLH, the Whittington Health and the London Borough of Islington.

IGPF is the host organisation for the Primary Care Network (PCN) workforce and the Islington Training Hub and has been working for over two years to create training and development programmes that meet the needs of staff working in primary and community care settings.

IGPF runs four Islington GP practices, one on a GMS contract, two on APMS contracts and one on a caretaking contract.

Job Responsibilities

Support implementation of a standardised recall process to support IGPF practice teams, including sending invites and monitoring responses. To make targeted telephone calls to support patient access to appointments and to deliver educational resources when required. To arrange appointments when required and to accurately record essential information on our clinical system (EMIS). Maintain accurate and up-to-date patient records on EMIS, summarising new patient records and coding key clinical information. Work with General Practice Teams to remind patients of booked appointments. Support with the follow-up of patient DNA appointments. Collaborate with the nursing, pharmacy, and management teams to maintain an efficient and patient-centred recall system. Support the project lead with carrying out EMIS searches, audits and recalls as required. Ensure accurate report output. Support the project lead with monitoring the ARDENS dashboard, ensuring targets are met, and actioning any required tasks to achieve this. Provide support for CYP-related processes and any additional new or evolving processes introduced to enhance service delivery. Engage and work directly with the IGPF practice teams at various sites across Islington. To treat all patients with empathy, respect, and consideration. Support practices in achieving QOF (Quality and Outcomes Framework) targets by proactively identifying patients due for reviews, ensuring timely call and recall activity, and maintaining accurate documentation. To make the most appropriate appointment for the patient. Book in, amend and cancel patient appointments in line with IGPF appointment procedures. Provide ad-hoc support to clinicians when requested. Work safely at all times in accordance with legislative requirements and Federation policies and procedures.
This list is not exhaustive and may be adjusted periodically after review and consultation.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this , the post-holder may have access to confidential information relating to patients and their careers. They may also have access to information relating to IGPF as a business organisation. All such information from any source is to be regarded as strictly confidential. Therefore, all post holders will be expected to be up to date with Information Governance and Confidentiality training. Information relating to patients, carers, colleagues, other healthcare workers or the business of IGPF may only be divulged to authorised persons in accordance with the IGPF policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Federation's Health & Safety Policy, to include:

Using personal security systems within the workplace according to IGPF guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with Federation procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Federation as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Person Specification -

Knowledge and Experience

Good General Education Experience in using EMIS and Accurx Experience in working with the general public Knowledge of QOF Indicators Experience in an administrative role Experience in call and recall Experience in analysing data and producing basic reports Experience in GP Practice or Outpatient Reception

Skills

Able to use own initiative when dealing with problems to make reasonable and necessary decisions. Able to establish and maintain effective lines of communication Able to respond to requests or queries for support as they arise in an appropriate and timely manner. Able to appropriately prioritise workload and requests for support. Able to maintain a clear, warm and professional telephone manner at all times. Ability to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations. Proficient in the use of MS Office (Word, Powerpoint, Outlook, Excel) Ability to work independently following verbal or written instructions
Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 27,000.00 per year

Work Location: In person

Application deadline: 13/08/2025