Triage Coordinator & Care Navigator

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 Systm One are the main tests of fit.

• 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

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

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

• 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