Triage Coordinator & care Navigator

Nhs View All Jobs; Nottingham; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

NHS Pension

Annual leave

Training & CPD

Supportive team

Job summary

NHS Hucknall Practice is seeking a proactive Triage Coordinator & care Navigator to join our patient-centred team. You will manage patient contacts across online, phone and walk-in channels, triage using our protocols and refer to the right clinician.

You’ll also cover reception and basic care navigation tasks as needed. Ideal candidates will have GP reception experience, excellent communication skills, and the ability to work in a fast-paced, digitally enabled practice.

Qualifications

• GCSE English and Maths at grade A–C or equivalent.
• Previous GP practice or primary care reception experience.
• Experience handling patient or customer inquiries in a busy environment.
• Excellent verbal and written communication skills.
• Ability to prioritise and manage workload under pressure.
• Calm, professional and patient-focused approach.
• Willingness to learn and support service improvement.

Responsibilities

• Manage all incoming patient contacts via online, telephone and walk-in routes as part of the Total Triage system.
• Accurately record and categorise requests in the clinical system and triage protocols.
• Prioritise and direct patient requests to the appropriate clinician or service.
• Escalate urgent or clinical concerns promptly to the duty team.
• Communicate outcomes to patients clearly (appointments, advice, or alternatives).
• Provide reception and care navigation cover when needed.
• Collaborate with clinical and admin teams to ensure safe patient flow.
• Support patients in accessing digital tools and guidance.
• Maintain confidentiality and high professional standards.

Skills

Strong reception experience

Excellent communication

Prioritisation under pressure

Team player / independent

Education

GCSE English & Maths A–C

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 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. Accurately record and categorise requests using the practices clinical system and triage protocols. Prioritise and direct patient requests to the appropriate clinician or service. Escalate urgent or clinical concerns promptly to the duty team. Communicate outcomes to patients clearly, whether thats an appointment, advice, or alternative service. Provide reception and care navigation cover when needed, including front desk and general administrative tasks. Work collaboratively with the clinical and admin teams to ensure safe and efficient patient flow. Support patients in accessing digital tools and provide guidance where appropriate. Maintain confidentiality and uphold high standards of professionalism at all times.

Responsibilities

• To have a thorough knowledge of all Practice procedures
• To work in accordance of written protocols
• Manage all incoming patient contacts through online, telephone, and walk-in routes as part of the practices Total Triage system
• Accurately record and categorise requests using the practices clinical system and triage protocols
• Prioritise and direct patient requests to the appropriate clinician or service
• Escalate urgent or clinical concerns promptly to the duty team
• Communicate outcomes to patients clearly, whether thats an appointment, advice, or alternative service
• Provide reception and care navigation cover when needed, including front desk and general administrative tasks
• Work collaboratively with the clinical and admin teams to ensure safe and efficient patient flow
• Support patients in accessing digital tools and provide guidance where appropriate
• Maintain confidentiality and uphold high standards of professionalism at all times

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

• 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

About the Practice

6 GP Partners 3 Salaried GP's Mental Health Team Pharmacist Team 6 Practice Nurses 4 Healthcare Assistants 24 Administrative Staff GP Registrar and F2 Training Practice Patient List Size: c 17,000 Clinical System: SystmOne

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.

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