To provide comprehensive secretarial and administrative support to the clinical team, ensuring referrals, correspondence, patient communications and administrative processes are managed efficiently and accurately.
The post holder will act as a key liaison between patients, clinicians, hospitals, community services and other healthcare providers, supporting the delivery of safe, effective and patient‑centred care.
The role requires excellent organisational skills, attention to detail, effective communication and the ability to manage multiple priorities within a fast‑paced primary care environment.
Main duties of the job
The following are the core responsibilities of the Medical Secretary. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
Referral Management
* Process routine, urgent and suspected cancer referrals in accordance with practice protocols.
* Create and submit referrals via the NHS e‑Referral Service (e‑RS).
* Monitor referral outcomes and ensure referrals are progressed appropriately.
* Respond to referral queries from patients, clinicians and secondary care providers.
* Support referral tracking and escalation where delays or issues are identified.
* Maintain accurate records of referrals and outcomes.
Clinical Correspondence
* Process clinical correspondence and hospital communications in a timely manner.
* Draft, format and proofread referral letters and other clinical documentation as requested.
* Ensure correspondence is accurately coded and filed within the clinical system where appropriate.
* Support clinicians with administrative actions arising from correspondence.
* Act as a point of contact for patients regarding referral queries, hospital appointments and correspondence.
* Communicate professionally and sensitively with patients, relatives and carers.
* Manage incoming telephone calls, emails and electronic enquiries relating to secretarial functions.
* Assist patients with navigating healthcare services where appropriate.
Administrative Support
* Provide administrative support to GPs, ACPs, Nurses and the wider multidisciplinary team.
* Undertake clinical system searches and audits as requested.
* Support practice projects and service improvement initiatives.
* Maintain accurate records and databases relating to referrals and clinical administration.
* Assist with meeting preparation, minute‑taking and action tracking where required.
Information Governance
* Ensure compliance with GDPR, Data Protection legislation, NHS Confidentiality requirements and practice policies.
* Process Subject Access Requests (SARs), insurance reports, solicitor requests and other third‑party information requests in accordance with practice procedures.
* Maintain strict confidentiality at all times.
Digital Systems
* Use EMIS Web, Docman, e‑RS, NHS Mail and other practice systems effectively.
* Identify and report system issues or workflow concerns.
* Support efficient use of digital processes and reduction of administrative burden.
Team Working
* Work collaboratively with all practice staff and external healthcare organisations.
* Provide cover and support for colleagues during periods of absence.
* Participate in team meetings, training and appraisal processes.
* Contribute to a culture of continuous improvement and excellent patient service.
Additional Responsibilities
The post holder may be required to undertake additional duties appropriate to the grade and nature of the role to support the effective running of the practice.
Skills
* Excellent communication skills (written and oral)
* Strong IT skills, including audio typing
* Clear, polite telephone manner
* Competent in the use of Office and Outlook
* Effective time management (planning and organising)
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem solving and analytical skills
* Ability to follow policy and procedure
* EMIS Web and Docman
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics and English (C or above)
* NVQ Level 2 in Health and Social Care
Experience
* Experience of working with the general public
* Experience of working in a healthcare setting as a medical secretary
* Experience of working in primary care
* Experience of working in a GP practice
* Experience of administrative duties
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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