Triage Coordinator & Care Navigator

The Methodist Church in Britain; Nottingham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Competitive rates of pay

NHS Pension Scheme with employer-conrt

Generous annual leave entitlement

Ongoing training and development

Continued professional development

Supportive and collaborative team

Job summary

Torkard Hill Medical Centre is recruiting a full-time coordinator for its patient access and triage team in Nottingham. The role covers online, telephone and walk-in contacts under the NHS Total Triage model, plus reception and care navigation duties when needed.

The ideal candidate will have strong GP or primary care reception experience and familiarity with SystmOne, with a calm, patient-focused approach and ability to work well in a team or independently.

Qualifications

• GCSE English and maths (A–C) or equivalent.
• Experience in a GP practice or primary care reception.
• Experience handling patient inquiries in a busy environment.

Responsibilities

• Manage all incoming patient contacts through online, phone and walk-in routes within the practice's Total Triage system.
• Accurately record and categorise requests using 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, whether an appointment, advice or an alternative service.
• Provide reception and care navigation cover when needed, including front desk and general administrative tasks.
• Work with the clinical and admin teams to keep patient flow safe and efficient.
• Support patients in accessing digital tools and give guidance where appropriate.
• Maintain confidentiality and professional standards at all times.
• Process appointment requests and visit requests in line with protocol.
• Explain practice procedures to patients, including registration and immediate necessary treatment.
• Pass outstanding issues on to colleagues coming on duty.

Skills

Verbal communication

Written communication

Prioritisation under pressure

Teamwork

Independence

Adaptability

Professionalism

Willingness to learn

Education

GCSE English and Maths (A-C)

Tools

SystmOne

Job description

Torkard Hill Medical Centre, a GMS practice with around 17,000 patients, is recruiting a full-time coordinator for its patient access and triage team. The post handles incoming patient contacts across online, phone and walk-in routes under the NHS Total Triage model. It also covers reception and care navigation duties when the practice needs cover. Strong GP or primary care reception experience and familiarity with SystmOne are the main tests of fit.

What the job involves

• Manage all incoming patient contacts through online, telephone and walk-in routes within the practice's Total Triage system
• Accurately record and categorise requests using 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, whether an appointment, advice or an alternative service
• Provide reception and care navigation cover when needed, including front desk and general administrative tasks
• Work with the clinical and admin teams to keep patient flow safe and efficient
• Support patients in accessing digital tools and give guidance where appropriate
• Maintain confidentiality and professional standards at all times
• Process appointment requests and visit requests in line with protocol
• Explain practice procedures to patients, including registration and immediate necessary treatment
• Pass outstanding issues on to colleagues coming on duty

What’s required

Qualifications

• GCSE grade A to C (4 or above) in English and maths, or equivalent

Experience

• Previous experience in a GP practice or primary care reception role
• Experience handling patient or customer enquiries in a busy environment

Skills & knowledge

• Excellent verbal and written communication skills
• Ability to prioritise and manage workload under pressure
• Calm, professional and patient-focused approach
• Able to work as part of a team and independently
• Flexible and adaptable to the practice's needs
• Willingness to learn and support service improvement

Nice to have

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

What’s offered

• 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
• Opportunities to be involved in service and practice development