Job summary
We are looking for a proactive and experienced individual to join our friendly and patient-focused team as a Triage Coordinator & care Navigator. This important role supports the delivery of the NHSs Total Triage model, managing incoming patient requests across all access points to ensure safe, effective, and timely care.
The successful candidate will be at the heart of our patient access systemliaising with clinicians, reviewing incoming contacts, signposting appropriately, and ensuring patients receive the right care at the right time. You will also provide flexible cover for our Care Navigation team when required, including front desk and administrative duties.
This role is ideal for someone with strong reception experience in a GP or healthcare setting, excellent communication skills, and the confidence to work in a busy, digitally enabled practice environment.
Main duties of the job
Manage all incoming patient contacts through online, telephone, and walk-in routes as part of the practices Total Triage system.
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Accurately record and categorise requests using the practices clinical system and triage protocols.
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Prioritise and direct patient requests to the appropriate clinician or service.
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Escalate urgent or clinical concerns promptly to the duty team.
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Communicate outcomes to patients clearly, whether thats an appointment, advice, or alternative service.
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Provide reception and care navigation cover when needed, including front desk and general administrative tasks.
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Work collaboratively with the clinical and admin teams to ensure safe and efficient patient flow.
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Support patients in accessing digital tools and provide guidance where appropriate.
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Maintain confidentiality and uphold high standards of professionalism at all times.
About us
We are a well-organised GMS practice, rated Good by the CQC, located in Hucknall and proud to offer high-quality, innovative care to our community.
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6 GP Partners
3 Salaried GP's
Mental Health Team
Pharmacist Team
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6 Practice Nurses
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4 Healthcare Assistants
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24 Administrative Staff
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GP Registrar and F2 Training Practice
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Patient List Size: c 17,000
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Clinical System: SystmOne
What We Offer
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Competitive rates of pay
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NHS Pension Scheme with 14.38% employer contribution
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Generous annual leave entitlement
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Ongoing training and development
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Continued Professional Development opportunities
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A supportive and collaborative team culture
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Opportunities to be involved in service and practice development
Please note: Previous applicants need not reapply.
How to Apply
For more information or an informal discussion about the role, please contact:
Joanne Hicken, Practice Manager
Maria Jenkins, Office Manager
0115 9834433
joanne.hicken@nhs.net
Job description
Job responsibilities
Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance of written protocols
Triage Coordinator
Manage all incoming patient
contacts through online, telephone, and walk-in routes as part of the
practices Total Triage system
Maintain confidentiality and
uphold high standards of professionalism at all times.
Support patients in accessing
digital tools and provide guidance where appropriate.
Work collaboratively with the
clinical and admin teams to ensure safe and efficient patient flow.
Provide reception and care
navigation cover when needed, including front desk and general administrative
tasks.
Communicate outcomes to
patients clearly, whether that is an appointment, advice, or alternative
service.
Escalate urgent or clinical
concerns promptly to the duty team.
Prioritise and direct patient
requests to the appropriate clinician or service.
Accurately record and
categorise requests using the practices clinical system and triage protocols.
Care Navigation
- Be able to cover all reception positions as necessary
- Explain procedures to patients i.e. how to register, Immediate
& Necessary Treatment etc
- Pass on outstanding issues to colleagues coming on duty
- Keep abreast of relevant topics and the latest guidance therefore
giving patients the latest and best information
Appointments
- Process appointment requests
- Deal with visits requests (see protocol)
Telephone
- Have working knowledge of telephone, during and after hours.
- Take messages and pass them on in a timely
manner if appropriate
Job description
Job responsibilities
Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance of written protocols
Triage Coordinator
Manage all incoming patient
contacts through online, telephone, and walk-in routes as part of the
practices Total Triage system
Maintain confidentiality and
uphold high standards of professionalism at all times.
Support patients in accessing
digital tools and provide guidance where appropriate.
Work collaboratively with the
clinical and admin teams to ensure safe and efficient patient flow.
Provide reception and care
navigation cover when needed, including front desk and general administrative
tasks.
Communicate outcomes to
patients clearly, whether that is an appointment, advice, or alternative
service.
Escalate urgent or clinical
concerns promptly to the duty team.
Prioritise and direct patient
requests to the appropriate clinician or service.
Accurately record and
categorise requests using the practices clinical system and triage protocols.
Care Navigation
- Be able to cover all reception positions as necessary
- Explain procedures to patients i.e. how to register, Immediate
& Necessary Treatment etc
- Pass on outstanding issues to colleagues coming on duty
- Keep abreast of relevant topics and the latest guidance therefore
giving patients the latest and best information
Appointments
- Process appointment requests
- Deal with visits requests (see protocol)
Telephone
- Have working knowledge of telephone, during and after hours.
- Take messages and pass them on in a timely
manner if appropriate
Person Specification
Qualifications
Essential
- GCSE Grade A to C in English & Maths, or equivalent
- Previous experience in a GP practice or primary care reception role
- Experience handling patient or customer enquiries in a busy environment
- Excellent verbal and written communication skills
- Ability to prioritise and manage workload under pressure
- Calm, professional, and patient-focused approach
- Team player who can also work independently
- Flexible and adaptable to meet the needs of the practice
- Willingness to learn and support service improvement
Desirable
- Experience of total triage or structured patient signposting
- Experience with SystmOne
- High level of IT literacy and administrative skills
- Ability to prioritise and manage workload under pressure
- Willingness to learn and support service improvement
Person Specification
Qualifications
Essential
- GCSE Grade A to C in English & Maths, or equivalent
- Previous experience in a GP practice or primary care reception role
- Experience handling patient or customer enquiries in a busy environment
- Excellent verbal and written communication skills
- Ability to prioritise and manage workload under pressure
- Calm, professional, and patient-focused approach
- Team player who can also work independently
- Flexible and adaptable to meet the needs of the practice
- Willingness to learn and support service improvement
Desirable
- Experience of total triage or structured patient signposting
- Experience with SystmOne
- High level of IT literacy and administrative skills
- Ability to prioritise and manage workload under pressure
- Willingness to learn and support service improvement
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.
