Digital Receptionist
| Company: | NHS Jobs |
|---|---|
| Salary: | from £12.71 an hour |
| Hours: | Full-time |
| Location: | London, NW7 2HX |
| Job type: | Permanent |
| Posting date: | 28 Oct 2026 |
| Closing date: | 6 Nov 2026 |
Summary
1. eConsult & Digital Workflow Management (Primary Function) Monitor and process incoming eConsults throughout the day Triage and allocate requests in line with practice protocols Identify urgent or high-risk submissions and escalate appropriately Book patients into appropriate appointments (GP, ACP, PA pharmacist, etc.) Communicate outcomes to patients via SMS, AccuRx or phone Ensure all eConsults are actioned within agreed timeframes Support optimisation of digital workflows and demand management 2. Reception & Telephony Support Answer incoming 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 3. Patient Navigation & Care Coordination Guide patients through thetriage 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 4. 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 5. 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