About this role
Job summary
Are you an organised, proactive and solutions-focused individual who enjoys supporting teams, improving processes and making a positive difference to patient access and experience?
We are looking for a Senior Service Coordinator for Triage to play a key role in the day-to-day leadership and coordination of the PCS Group Triage Team. This is an opportunity to help ensure patients are supported to access the right services, while making sure administrative and operational processes run safely, effectively and efficiently.
Working closely with the Support Manager, Operations Manager, clinical teams and wider practice teams, you will oversee staffing, rotas, workflows, systems and service performance, helping to ensure the smooth day-to-day running of the service.
A key part of the role will be identifying opportunities for service improvement, using data and feedback to understand operational issues, and supporting changes that improve patient access, efficiency, quality and staff ways of working.
You will be confident working autonomously within agreed areas of responsibility, using sound judgement, problem-solving skills and initiative to resolve operational issues and escalate appropriately.
Full-time - 37.5 hours per week and theInterview date is 9 November 2026.
Main duties of the job As Senior Service Coordinator for Triage, you will play an important role in supporting the smooth running of the triage hub and helping the team deliver an effective, patient-centred service. Your responsibilities will include:
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.
About us
Primary Care Sheffield (PCS) is a not-for-profit healthcare organisation delivering NHS services across Sheffield, including primary care, community services and mental health. We work in partnership with NHS organisations, GP practices and local communities to break down barriers to different types of services and bring high-quality, accessible care closer to the places people live.
Our values are at the heart of everything we do, they shape how we work and how we treat one another, our values are to be innovative, open, person-centred, ambitious and empowering. We are committed to creating a supportive and inclusive environment where our people can develop, contribute ideas and make a meaningful difference to the patients and communities we serve.
PCS is a Disability Confident employer committed to a supportive and inclusive workplace. We welcome applications from people of all backgrounds. If you need reasonable adjustments or additional support during the recruitment process, please let us know when you apply.
Your application is an opportunity to tell us about you. We encourage you to use your own words to describe your experience, achievements, and motivation. Whilst AI tools may be used to help structure or proofread your application, the content must be an authentic reflection of your own knowledge and experience with applications that include unedited AI-generated text such as placeholder wording, prompts or template instructions, automatically declined.
Job description Job responsibilities
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.
Person Specification
Skills, Competencies & Behaviours. 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.
Experience 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.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Primary Care Sheffield
Address PCS North Darnall Health Centre
2 York Road
Sheffield
South Yorkshire
S9 5DH
United Kingdom
Employer's website http://www.primarycaresheffield.org.uk/ (Opens in a new tab)