Triage Coordinator & Care Navigator

NHS; Nottingham; On-site; GBP 26,000 - 29,000; Full time

Job summary

Join a leading NHS practice as a Triage Coordinator & Care Navigator, supporting the Total Triage model to ensure timely patient care. This role involves managing incoming requests, liaising with clinicians, and providing essential administrative support to enhance patient access and care quality.

Benefits

Competitive rates of pay

NHS Pension Scheme with 14.38% employer contribution

Generous annual leave entitlement

Ongoing training and development

Continued Professional Development opportunities

Supportive and collaborative team culture

Qualifications

• Experience in GP practice or primary care reception role.
• Ability to manage workload under pressure.
• Flexible and adaptable to support service improvement.

Responsibilities

• Manage all incoming patient contacts via various routes.
• Prioritize and direct patient requests to the right clinicians.
• Support patients in accessing digital tools.

Skills

Excellent communication skills

Patient-focused approach

High level of IT literacy

Administrative skills

Education

GCSE Grade A to C in English & Maths or equivalent

Tools

SystmOne

Job description

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 NHS's 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 system, liaising 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

1. Manage all incoming patient contacts through online, telephone, and walk-in routes as part of the practice's Total Triage system.
2. Accurately record and categorise requests using the practice's clinical system and triage protocols.
3. Prioritise and direct patient requests to the appropriate clinician or service.
4. Escalate urgent or clinical concerns promptly to the duty team.
5. Communicate outcomes to patients clearly, whether that's an appointment, advice, or an alternative service.
6. Provide reception and care navigation cover when needed, including front desk and general administrative tasks.
7. Work collaboratively with the clinical and admin teams to ensure safe and efficient patient flow.
8. Support patients in accessing digital tools and provide guidance where appropriate.
9. 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.

6 GP Partners

Mental Health Team

6 Practice Nurses

24 Administrative Staff

GP Registrar and F2 Training Practice

Clinical System: SystmOne

What We Offer

• Competitive rates of pay
• NHS Pension Scheme with 14.38% employer contribution
• Generous annual leave entitlement
• Ongoing training and development
• Continued Professional Development opportunities
• A supportive and collaborative team culture
• 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
[e-mail]

Job responsibilities

Administration

• Have a thorough knowledge of all Practice procedures
• Work in accordance with written protocols

Manage all incoming patient contacts through online, telephone, and walk-in routes as part of the practice's 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 administrative tasks.

Communicate outcomes to patients clearly, whether that is an appointment, advice, or an 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 practice's clinical system and triage protocols.

Care Navigation

• Be able to cover all reception positions as necessary
• Explain procedures to patients, e.g., 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 to provide patients with the best information

Appointments

• Process appointment requests
• Deal with visit requests (see protocol)

Telephone

• Have working knowledge of telephone systems, during and after hours
• Take messages and pass them on in a timely manner if appropriate

Person Specification

Qualifications

• 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
• Experience of total triage or structured patient signposting
• Experience with SystmOne
• High level of IT literacy and administrative skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a Disclosure check will be required.

Salary: £26,500 to £29,000 per year, full-time, depending on experience.