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Overview of the Organisation

We are a friendly, successful, training and research practice of over 11,500 patients with an informal and supportive culture, which aims to ensure a good work life balance is maintained for all staff. Fallodon Way edical Centre is located in Henleaze, which is a leafy inner suburb of Bristol, with good schools and amenities. We have a relatively high elderly population but also a good mix with families. We encourage and support ongoing professional development.

he practice combines the best of traditional and innovative working, currently with 4 partners and 5 associate GPs. The practice is both proactive and reactive about managing the ever-changing workload in General Practice, offering a supportive environment and good work-life balance.

The practice is supported by ANPs, a Nursing Team, a Pharmacy team including two Practice Pharmacists, an Award-winning Care Coordination team, a Social Prescriber, First Contact Physio and Mental Health practitioner. There is a team of workflow administrators assisting the clinical team in managing inbound correspondence and results.

Fallodon Way Medical Centre is committed to promoting equality, diversity, and inclusion within our workforce. We welcome applications from all sections of the community.

Pratice Administrator and Health Navigator 

Hours: 30 hours per- split over 5 days, or 4 days (Monday, Tuesday, Thursday, Friday). Specific working hours and shift patterns will be discussed with the successful applicant

Job Type: Permanent

Fallodon Way Medical Centre is looking for a friendly, organised and motivated individual to join our Administration and Reception Team as a Practice Administrator & Health Navigator.

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.

Main Duties and Responsibilities

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.

Private Work and Medical Records

• Process and coordinate a wide range of private medical services, including medical reports, certificates, insurance documentation, medical examinations, fitness assessments and other non-NHS work, ensuring requests are completed accurately and within agreed timescales.
• Prepare, process and securely manage requests for copies of medical records, ensuring appropriate redaction and compliance with GDPR, Information Governance legislation and practice policies.
• Liaise with GPs, nurses, patients, solicitors, insurers, employers and other external organisations regarding private work and administrative enquiries.
• Maintain accurate records of private work, invoices and payments, including reconciliation of payments received and updating financial tracking systems.

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.

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

Person Specification

Essential

Qualifications

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

Experience

• 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 quality.

Skills and Knowledge

• 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

• Previous experience within General Practice or the NHS.
• Experience using EMIS.
• Experience using Accurx.
• Experience using Docman.
• Knowledge of medical terminology.

 

Medical Secretary

Hours: 15 hours per week- split over 2 or 3 days, Wednesday-Friday.

Working hours and shift patterns will be agreed with the successful applicant.

Job Type: Permanent

About the Role

Fallodon Way Medical Centre is looking for an experienced, organised and motivated Medical Secretary to join our friendly and supportive administration team.

This is an exciting opportunity to become part of a forward-thinking, patient-centred GP practice. You will provide high-quality secretarial and administrative support to the clinical team, ensuring referrals, clinical correspondence and medical reports are processed accurately and efficiently.

The successful candidate will be an excellent communicator with strong organisational skills, the ability to prioritise a varied workload and a keen eye for detail. You will regularly liaise with GPs, practice staff, hospital departments, community services and patients, making this a varied and rewarding role.

Main Duties and Responsibilities

Medical Secretarial Support

• Provide comprehensive secretarial support to the GPs and wider clinical team.
• Produce accurate, high-quality clinical correspondence within agreed practice timescales.
• Audio-type clinical letters using the digital dictation system.
• Process NHS and private referrals, ensuring all supporting documentation is included and referrals are completed within practice targets.
• Process urgent Two Week Wait (2WW) referrals within one working day using the NHS e-Referral Service (e-RS).
• Prepare medical reports and other clinical documentation, ensuring appropriate patient consent has been obtained where required.
• Complete private medical work within agreed timescales, including generating invoices and maintaining accurate records.
• Maintain a high standard of grammar, spelling and presentation in all correspondence.

Referral Management

• Manage referral queries from clinicians using EMIS, Docman and other practice systems.
• Monitor and action NHS e-Referral Service (e-RS) worklists on a daily basis.
• Keep up to date with referral pathways, funding criteria and national or local referral guidance.
• Ensure referrals are processed accurately and in accordance with NHS requirements.

Patient and Professional Communication

• Communicate professionally and sensitively with patients regarding referrals, reports and private work.
• Liaise effectively with GPs, practice staff, hospital departments, community teams, funding teams and other healthcare professionals.
• Respond to telephone calls, emails and written enquiries in a timely and professional manner.
• Resolve referral and administrative queries wherever possible, keeping patients informed of progress.

Administrative Support

• Maintain accurate patient records within EMIS and associated clinical systems.
• Record information accurately to support effective communication and audit requirements.
• Assist with requests for copies of medical records and access to health records.
• Support the administration of private work requests, coordinating appointments with clinicians where required.
• Provide additional cover during periods of annual leave or sickness where reasonably practicable.

Person Specification

Essential

Experience

• Minimum of two years' secretarial experience.
• Experience of handling confidential information in accordance with data protection requirements.
• Experience of accurate data entry and maintaining high data quality standards.

Qualifications

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

Skills and Knowledge

• Excellent IT skills, including Microsoft Office.
• Excellent written and verbal communication skills.
• High standard of grammar, spelling and attention to detail.
• Excellent organisational and time management skills.
• Ability to prioritise workloads and meet deadlines in a busy environment.
• Ability to work independently and collaboratively within a multidisciplinary team.
• Professional, courteous and patient-focused approach.
• Ability to maintain confidentiality at all times.

Desirable

• Previous experience as a Medical Secretary within General Practice or the NHS.
• Experience using EMIS, Docman and the NHS e-Referral Service (e-RS).
• Knowledge of medical terminology.
• Understanding of NHS referral pathways and General Practice processes.

 

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

Additional Information

These job descriptions outlinesthe principal duties and responsibilities of the role(s) 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 supporting the wellbeing and professional development of our staff while delivering outstanding patient-centred care.

Please email your CV and cover letter to the Operations Manager (charlotte.hues@nhs.net)