About the Practice
Joining St Andrews Medical Centre means becoming part of a friendly, supportive, and highly collaborative team that is committed to delivering outstanding patient care.
We pride ourselves on maintaining a positive and inclusive working environment where teamwork, open communication, and mutual support are at the heart of everything we do.
We are committed to supporting your professional development and encourage ongoing learning through training opportunities, mentorship, and career progression. We recognise the importance of maintaining a healthy work-life balance and strive to create a workplace where staff feel appreciated, empowered, and able to thrive.
If you are looking to join a practice where you can make a genuine difference, be supported by your management team and work in an environment that values collaboration and continuous improvement, we would love to hear from you.
About the Role
We are seeking an organised, proactive and motivated individual to join our busy and forward-thinking primary care team as Workflow Processing Lead.
Joining an experienced and supportive team, the successful candidate will play an active role in the day-to-day processing of practice workflow, including document and record management, correspondence and requests, while also taking the lead in overseeing workflow processes, monitoring performance and ensuring work is managed safely, efficiently and within agreed timescales.
The successful candidate will work closely with the Practice Manager, Reception Lead, clinical team and wider administrative team to monitor performance, maintain agreed KPIs, identify areas for improvement and ensure effective systems are in place.
The role will also have responsibility for overseeing private report requests, IGPR (Information Governance/Patient Record) requests and other report-related work, working closely with the Safeguarding Admin Lead where appropriate to ensure requests are managed safely and within required timescales.
Key Responsibilities
Incoming Correspondence
· Process all Clinical incoming correspondence received via Docman/BetterLetter/Post and other approved NHS systems within agreed timescales.
· Ensure correspondence is filed accurately within the patient's electronic medical record and rejected/duplicated letters are processed.
· Identify urgent or clinically significant information and escalate promptly in accordance with practice protocols (Duty GP).
· Forward correspondence requiring clinical action to the appropriate clinician or member of staff.
· Maintain workflow queues to ensure correspondence is processed efficiently.
· Identify and prioritise safeguarding-related correspondence, liaising with the Safeguarding Lead to ensure it is reviewed and actioned promptly in line with practice procedures.
Clinical Coding:
· Ensure diagnoses, long-term conditions, procedures, investigations and other relevant information are coded consistently and accurately or assigned to a clinician appropriately for action in line with practice protocols.
· Code information to support QOF, Enhanced Services, recall programmes and population health management.
· Raise any coding uncertainties with the Clinical Coder/GP Partner before processing.
Non-NHS Private Work and SARs
· Process and coordinate private medical reports, letters, insurance forms, medicals and other non-NHS requests in line with practice procedures and agreed timescales.
· Liaise professionally with patients, solicitors, insurers, employers and other organisations regarding requests, fees, documentation and progress.
· Process Subject Access Requests (SARs) in accordance with GDPR and practice procedures, ensuring requests are logged, tracked and completed within the required timescales.
· Ensure appropriate fees are applied, payments are requested and received and outstanding private work is followed up promptly.
· Use IGPR (Information Governance and Patient Record) processes to support the accurate and secure retrieval, review and disclosure of patient information.
· Keep clear and accurate records of all private work and SARs, monitor requests through to completion and ensure confidentiality, GDPR and practice policies are maintained.
Oversee workflow processes
· Take responsibility for monitoring correspondence, coding and private work queues, ensuring tasks are appropriately prioritised, allocated and completed within agreed timescales.
· Monitor workflow volumes, turnaround times and outstanding work, identifying bottlenecks or recurring issues and working with the Practice Manager to improve processes and efficiency.
· Provide guidance, training and support to colleagues involved in workflow processes, helping to maintain consistent standards, identify training needs and develop staff capability across correspondence, coding and private work.
Essential Skills and Experience
We are looking for someone who is:
· Experience in GP practice, NHS or healthcare administration.
· Strong organisation, prioritisation and time-management skills.
· Experience using EMIS or a similar clinical system.
· Excellent accuracy and attention to detail when handling patient records.
· Understanding of confidentiality, GDPR and information governance.
· Ability to manage and oversee workflows, ensuring tasks are completed within agreed timescales.
· Strong communication skills and ability to liaise with clinicians, colleagues and external organisations.
· Ability to support, train and develop colleagues and take on a lead role.
· Proactive approach to identifying workflow issues and improving processes.
What We Offer
· Part-time flexible working – minimum 22 hours
· Salary negotiable depending on experience and skills.
· A key operational role within a supportive and progressive primary care team.
· The opportunity to shape and improve practice workflow and administrative processes.
· Training and development opportunities.
· Supportive working environment.
· NHS Pension Scheme.
Expected hours: No less than 22.0 per week
Work Location: In person
