Senior Service Coordinator - Triage

• Coordinating daily operations by overseeing workflows, prioritising workloads and responding to operational issues to support service delivery.
• Managing staffing and capacity by coordinating clinical and non-clinical rotas, identifying staffing gaps and supporting the effective deployment of staff across sites.
• Supporting patient access by helping staff make effective use of triage and patient administration systems, ensuring patients are navigated to the most appropriate services.
• Monitoring service performance by reviewing activity, KPIs and management information, identifying risks and supporting audits and service reviews.
• Providing day-to-day guidance, training and support, encouraging effective communication, teamwork and consistent ways of working.
• Build positive relationships with clinicians, managers, practice teams and external partners to support the effective delivery of services.
• Supporting change and development by helping introduce new systems and processes, reviewing their impact and contributing to improved ways of working.
• Providing wider operational support by deputising for the Support Manager when required and undertaking line management responsibilities for identified staff where appropriate.

• Provide day-to-day operational leadership for the PCS Group Triage Team, supporting patients to access appropriate healthcare and wider support.
• Coordinate the daily operation of the triage hub, ensuring workflows are managed effectively, reviewing, prioritising and redistributing workloads where required, and addressing operational issues promptly.
• Manage and coordinate clinical and non-clinical rotas, identify staffing gaps and capacity concerns, and support effective deployment of staff across the service and sites.
• Work operationally within reception or triage services when required, providing visible leadership and support to staff and assisting with complex or challenging situations.
• Support the effective use of triage and patient administration systems, ensuring staff understand care navigation processes and the services available to patients.
• Liaise with IT support, clinicians, managers and system providers to resolve operational or technical issues where appropriate.
• Provide guidance and support to staff, identify training and development needs, and promote effective communication, teamwork and consistent ways of working.
• Monitor service activity, workflows, productivity and KPIs, using operational information to identify trends, risks and opportunities for improvement.
• Identify opportunities to improve service quality, efficiency and effectiveness, using data, patient feedback, staff feedback and operational experience.
• Support audits, service reviews and action plans, monitoring progress and escalating outstanding issues where appropriate.
• Work with the Support Manager and Operations Manager to develop and implement service improvements, review existing workflows and standardise processes across sites to improve consistency and patient experience.
• Build positive working relationships with clinicians, managers, administrative teams, GP practices and external partner organisations to support effective service delivery.
• Communicate complex or sensitive information professionally and appropriately, ensuring effective communication between the triage hub and practice sites, and escalating issues to the appropriate individuals within PCS.
• Deputise for the Support Manager when required and undertake line management responsibilities for identified staff where appropriate.
• Support internal and formal meetings, monitor worklists and actions, and provide administrative support where required.
• Work flexibly across PCS sites where required.
• Take responsibility for continued personal and professional development, and contribute to a culture of continuous improvement, learning and innovation.

Essential

• Ability to manage competing priorities, work autonomously, use initiative and resolve operational problems.
• Strong verbal and written communication skills.
• The ability to build effective working relationships across different teams and stakeholders.
• Confident using Microsoft Office applications and administrative IT systems such as SystemOne.
• An understanding of confidentiality, information governance and data protection.

Essential

• Experience of working in a busy administrative or supervisory environment.
• Experience of providing day-to-day leadership and direction to others, including coordinating staff, workloads, rotas or service delivery.
• Experience of analysing information, identifying areas requiring action and implementing improvements to services, processes or ways of working.