Job Summary
The Enhanced Access (EA) Administrator is responsible for supporting the smooth running of EA weekday and weekend clinics across designated sites. This role involves preparing clinical areas before clinics begin, managing patient flow, handling administrative tasks, answering patient queries, and ensuring the site is safely closed at the end of the shift. The postholder acts as the first point of contact for patients and clinicians and ensures that procedures are followed consistently across all sites.
Hours
Monday – Friday 08:30 – 21:00
Saturday – Sunday & BH 07:30 – 20:00
Main Duties
* Complete site‑specific practice opening and closing procedures, including safety checks
* Prepare site and consultation rooms for clinicians, ensuring equipment and resources are in place
* Monitor stock levels daily and place orders as required
* Monitor appointment books to ensure appropriate scheduling of patients, rearrange and remove inappropriate bookings
* Contact pre‑booked patients to confirm attendance using the approved process
* Provide in‑person and virtual customer service to patients, addressing their needs in a timely and professional manner
* Manage NHS 111 & NHS APP appointment bookings
* Diary management and managing clinical rotas on the Federation’s clinical system; arrive patients and perform clerical work
* Change of pharmacy location
* Respond to face‑to‑face and telephone queries from patients and clinicians
* Print sick certificates, A&E referral letters, etc.
* Escalate any issues or concerns to the Duty Manager in a timely manner
* Send patient experience feedback links and distribute paper copies where required; ensure all patients seen within the service receive a feedback form
* Manage SystmOne tasks and the EA email inbox
* Ensure appropriate posters and leaflets are displayed
* Maintain patient records and keep the information entered into patient records accurate and updated
* Confidential management in line with information governance
* Undertake chaperone training and support clinicians where a chaperone is required
About Us
The purpose of the London Medical Associates is to support thriving primary care services across West London and to develop successful Primary Care Networks (PCN) ensuring our services are centred around the needs of our local residents. The London Medical Associates West London GP Federation (LMA) supports primary care in West London, delivering a range of services on behalf of the practices, covering the Royal Boroughs of Kensington and Chelsea and the Paddington and Queens Park areas of Westminster. Our teams work with our Board, the Clinical Directors of our 5 PCNs, and local partners and patients to support and develop local, place‑based initiatives to transform and integrate local services to improve the health and wellbeing of the local population.
Person Specification
Personal Qualities
* Good written and verbal communication skills
* Good interpersonal skills
Qualifications
* Minimum of 6 months work experience in a paid or voluntary capacity
* Knowledge of working in an administrative office environment
* Experience of working as part of a team
Desirable Qualifications
* GCSE / A‑Levels
* Experience in a medical receptionist role
* Experience of answering telephone calls in a high call‑volume environment
* Experience of working directly with members of the public in a busy customer service environment
Experience
* SystmOne and IT skills
* Understanding of primary care
* Good IT skills with knowledge of the MS suite
Competencies
* Communication and relational skills
* Team work
* Patient engagement
* Attention to details
* SystmOne, AccuRx, ICE
* Patient registration
* Patient confidentiality
* Organisational skills
* Managing workload
* Learning and development
* Adhering to Federation Core values
Additional Information
* Salary: £14.80 an hour
* Contract: Bank
* Working pattern: Flexible working
* Reference number: B0178‑26‑0003
* Job locations:
o 2B Hogarth Road, London, SW5 0PT, United Kingdom
o St Charles Centre for Health and Wellbeing, Exmoor Street, London, W10 6DZ, United Kingdom
o Violet Melchett Clinic, 30 Flood Walk, London, SW3 5RR, United Kingdom
* Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.
* Contact: Angharad Ball, Head of Operations & Clinical ARRS, nhsnwl.westlondonservicemanagers@nhs.net
* Employer website: https://westlondongpfederation.com/
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