Vacancies

BACK TO MAIN INDEX

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 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.

Additional Information

These job descriptions outlines the 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)