Health Navigator 


Job summary:Ensure patients can access the appropriate care at the right time and maximise clinical time. Skilfully use the resources to best meet patient demand.

Main duties of the job

Health Navigation involves daily face to face and telephone contact with patients, arranging of appointments and follow up of patient related tasks.

The aim of the role is to support and navigate patients to the most appropriate care for their needs.

You will help support administrative processes within the practice and take on additional administrative tasks as requested to support smooth and efficient workflow for the patient, clinical team and others involved in the healthcare of the patient.

You will ensure there is a safe and effective management of patient enquiries and patient related admin. This will include signposting and navigating to other services and liaising with patients on behalf of clinicians

Main Responsibilities


  • To skilfully negotiate with patients to direct them to the right care or right clinician both on the phone and on the front desk.
  • To keep patient messaging consistent, professional and clear both on the phone and on the front desk.
  • To have a problem-solving mentality whilst maintaining excellent customer service skills both on the phone and on the front desk.
  • To utilise the signposting resources (i.e AccuRX, nurse matrix & community pharmacy matrix) available to maximise efficiency, to keep signposting standardised and clinically safe both on the phone and on the front desk.
  • To check incoming eConsults and signpost accordingly.
  • To maintain honesty and confidentiality both on the phone and on the front desk.
  • To maintain a welcoming attitude and greet patients whilst on the phone and on front desk.


  • To efficiently manage incoming workflow electronic or paper, in a timely manner, ensuring it is appropriately dealt with independently or by the right member of the practice team.
  • To regularly check and action e-mails, accuRx responses, EMIS tasks, docman tasks and website submissions.
  • To daily scan the incoming post and documents on to docman.
  • To daily action the prescriptions if prescriptions administrator is absent.


  • To use the appropriate EMIS slot type, allocated time & clinician.
  • Toggle between booking GP telephone and face to face appointments where necessary.
  • To maximise the clinical time by efficiently booking appointments and minimising gaps.
  • To ensure patients are being booked an appropriate QOF/vaccine appointment by checking the QOF prompt or consultation screen where necessary.
  • To ensure communication with patients regarding appointment demand and its fulfilment is consistent and in line with current practice direction and policy.
  • This job description is not a complete list of duties but is intended to give a general indication of the range of work undertaken. It will vary over time as demands and priorities within the Practice change. Significant changes in the range of work undertaken will be made only after discussion with the post holder.

Personal Specification 

Essential criteria

Customer Service/communication
  • Able to demonstrate a professional, polite welcoming customer service etiquette both in verbal and written communication.
  • Able to maintain good internal communication and handovers within the team. Providing constructive feedback when requested
Organisational Skills
  • Able to keep up with organisational changes and communications, reading emails and other communications each working day as well as taking on-board verbal communications.
  • Able to apply yourself when training is received and demonstrate the new skills gained.
Problem Solving

Able to demonstrate an independent attitude Able to take ownership of varying tasks and responsibilities with a can do attitude.

Able to use the materials & training provided (such as AccuRX ask me anything) to provide appropriate solutions to patient queries or problems.

IT Skills
  • Competent with IT relevant to the role Using IT effectively to manage your workload.
Flexibility & Teamworking
  • Willing to cover holiday shifts and sickness when the needs arise.
  • Maintaining a good teamworking attitude


If you would like to apply for the job, or you have any questions regarding the position please email our Reception Manager (

Workflow, Coding and Recall Administrator 


Job summary:

Fallodon Way Medical Centre’s are looking for someone who will share our commitment to providing excellent healthcare to our patients. We require an enthusiastic and keen person to join our admin team. You must be able to work efficiently under pressure, be keen on learning and enhancing your skills and be able use you own initiative.

You will need to be able to work accurately and at pace in a multi-tasking environment.

The ideal candidate will ideally have a working knowledge of medical terminology and the ability to work accurately and methodically to screen incoming correspondence and add relevant information to patient medical records. It is desirable, but not essential, that you will be coding trained and have extensive knowledge of EMIS, the practice clinical system.

You will need to demonstrate excellent patient care by accurately processing incoming documentation and work flowing documents to the relevant clinicians within a timely manner whilst following clear procedures.

In addition, this post requires the support of patient recall systems and to participate in the effective running of the chronic disease and long-term condition review process.

Main Responsibilities

  • Help coordinate and recall patients for their Covid vaccinations and annual reviews (e.g. Diabetes, Hypertension, COPD)
  • Ensure that both new and existing patient records need to be kept up to date and accurately coded and recorded on EMIS.
  • Provide support to the clinical team by reducing their documentation workload and maintaining accurate medical records.

Job Description 

  • Ensure that all essential history held in paper records is recorded in the electronic records.
  • Receive patient information and communication via various methods to include post, emails, electronic document management and any others as appropriate.
  • Date stamp and scan all incoming paper documentation.
  • Code and workflow all paper and electronic documents.
  • Action all urgent documents
  • Review the content of incoming patient related correspondence.
  • Prioritise and distribute, via electronic document management, appropriate patient information and correspondence to the appropriate people.
  • Ensure documents are filed accurately to the correct patient record.
  • Input data into patients’ healthcare records as necessary.
  • Carry out system searches as requested.
  • Have full insight of the recall system, adapting and refining to maximise efficiency and ensure it is always fit for purpose.
  • To be accountable for the handling of returned questionnaires to the practice.
  • Engage in any other duties to assist with achieving QOF, Investment & Impact Fund and Enhanced Service targets.
  • Work alongside the GPs, Nursing team and Management team to ensure robust recall processes are in place.
  • Running reports, maintaining spreadsheets and taking appropriate actions.
  • Ensuring that all QOF related data is captured.
  • Be responsible for sharing processes and improvements with members of the management and admin team.
  • Monitor shared email inboxes
  • Summarise all new patient records, ensuring patient safety by updating clinical information.

This job description is not exhaustive you will be expected to carry out other reasonable tasks and projects as requested.

Personal Specification 

  • GCSE Mathematics & English (C or above) or equivalent
  • Experience of Microsoft Office software
  • Experience of working in a GP Practice
  • Experience of working in a healthcare setting
Knowledge and Skills 
  • Excellent communication skills (written and oral)
  • Strong IT skills
  • Excellent keyboard and computer skills
  • Willingness to learn and develop the role
  • Effective time management (planning and organising)
  • Ability to work as a team member and autonomously
  • Excellent prioritisation skills
  • Understanding of clinical coding
  • Knowledge of creating and running searches in EMIS
  • Knowledge of Ardens templates, searches and Manager
  • Medical Terminology
  • Understanding of QoF and recalls
  • Knowledge of SNOWMED coding
Qualitites and Attributes
  • Ability to handle sensitive information confidentially
  • Flexible and cooperative
  • Ability to self-motivate, organise and prioritise workload and meet deadlines
  • Ability to work independently as well as part of a team and to use own initiative.
  • High levels of integrity and loyalty
  • Supportive team worker
  • Flexible approach and willingness to adjust to the needs of the practice.
  • Ability to work under pressure
  • Efficient, organised and meticulous
If you would like to apply for the job, or you have any questions regarding the position please email our Operations Manager (

Salaried GP

Job summary: Fallodon Way Medical Centre is looking for a salaried GP to join the practice on a 12-month fixed term basis for up to 6 sessions per week. There is the potential for this to become permanent during this time.

Main Responsibilities 

The post-holder will manage a caseload and deal with a wide range of health needs in a primary care setting, ensuring the highest standards of care for all registered and temporary patients. The post-holder will also lead the practice in an agreed clinical area.

Job Description

Job Responsibilities 

The role and responsibilities are quite typical of general practitioner, including:

  • Surgery consultations - face to face and remote as necessary
  • Home visits
  • Prescriptions
  • Own case workload as well as a share of the admin workload including documents, and other queries
  • Participation in practice meetings
  • Involvement in progressing clinical areas in line with QoF requirements.

Clinical Responsibilities 

  • In accordance with the Practice timetable, as agreed, the post-holder will make him/her-self available to undertake a variety of duties including surgery consultations, telephone consultations and queries, visiting patients at home, checking and signing repeat prescriptions and dealing with queries, paperwork and correspondence in a timely fashion
  • Making professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation
  • Assessing the health care needs of patients with undifferentiated and undiagnosed problems
  • Screening patients for disease risk factors and early signs of illness
  • In consultation with patients and in line with current Practice disease management protocols, developing care plans for health
  • Providing counselling and health education
  • Admitting or discharging patients to and from the caseload and referring to other care providers, and dealing with results, as appropriate
  • Provision of extended hours / improved access appointments, as required by the practice. (It is envisaged that these appointments will form only a small proportion of the doctors clinical provision and times are generally mutually agreed)
  • Recording clear and contemporaneous consultation notes to agreed standards
  • Collecting data for audit purposes
  • Compiling and issuing computer-generated acute and repeat prescriptions (avoiding hand-written prescriptions whenever possible)
  • Prescribing in accordance with the Practice prescribing formulary (or generically) whenever this is clinically appropriate
  • In general the post-holder will be expected to undertake all the normal duties and responsibilities associated with a GP working within primary care, including a share of cross-cover for absent colleagues.

Other Responsibilites within the Organisation 

  • Awareness of and compliance with all relevant Practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety, QoF
  • A commitment to life-long learning and audit to ensure evidence-based best practice
  • Contributing to evaluation/audit and clinical standard setting within the organisation
  • Contributing to the development of computer-based patient records
  • Contributing to the summarising of patient records and Read-Coding patient data
  • Attending training and events organised by the Practice or other agencies, where appropriate.


  • 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 Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

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 recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice 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:

In addition to maintaining continued education through attendance at any courses and/or study days necessary to ensure that professional development requirements for revalidation are met, the post-holder will participate in any training programme implemented by the Practice 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.


The post-holder will strive to maintain quality within the Practice, and will:

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
  • Work effectively with individuals in other agencies to meet patients needs
  • Effectively manage own time, workload and resources.


The post-holder should recognise the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

  • Apply Practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Participate in audit where appropriate

Person Specification



  • Qualified GP MRCGP General Practitioner (Certificate of Completion of Training CCT)
  • Current GMC Certificate
  • Inclusion on performers list
  • Demonstrable commitment to professional development


  • Current mandatory training (safeguarding, BLS, DOLS)

Knowledge and Skills, Qualities and Attributes


  • Primary care consulting / home visiting
  • Able to consult with patients over the telephone
  • Care of complex older patients
  • Care of paeds
  • Excellent communication skills
  • Full understanding of QoF
  • Confident IT user
  • Ability to lead colleagues in agreed clinical area
  • Ability to keep oneself up to date
  • Ability to work without direct supervision and determine own workload priorities
  • Ability to work as part of an integrated multi-skilled team
  • Pleasant and articulate
  • Flexible, caring, empathetic
  • Able to work under pressure
  • Able to manage multiple, changing priorities
  • Able to use own initiative / self-directed
  • Professional references required
  • Appropriate DBS status
  • Driving licence
  • Hep B immunity


  • Knowledge of BNSSG protocols
  • Experience of well-informed patients
  • Ability to triage
  • Wish to develop skills to meet practice needs
  • Understanding of NHS changing environment
  • Able to mentor / coach other team members
  • At home in a fast-changing environment

If you would like to apply for the job, or you have any questions regarding the position please email our Practice Manager (