About this role
Job summary
The purpose of this role is to maximise the availability of GP and ANP appointments to support the care needs of the practice population. The post holder works flexibly to support the efficient and effective running of the triage office, as well as supporting the wider practice.
They act as the first point of contact for triage-related queries from reception and are responsible for coordinating the appointment books for GPs, ANPs and PNs. This includes ensuring appropriate scheduling to meet patient demand while maintaining safe and effective patient care.
The role also involves following alternative care pathway processes where appropriate, supporting timely access to the most suitable services. At all times, the post holder is expected to maintain strict patient confidentiality and ensure accurate and effective record management.
Main duties of the job
This role involves coordinating digital consultations and appointment allocation following GP triage, ensuring patients are directed to the most appropriate service while optimising capacity and patient flow across the practice. It also includes monitoring demand, supporting staff and triage decisions, managing test result workflows, communicating effectively with patients, and contributing to service improvement and compliance with NHS standards.
About us
Oaks Healthcare is a well-established NHS general practice providing primary care services to a registered patient population of approximately 16,000 patients and operates as part of the NHS Hampshire and Isle of Wight Integrated Care Board system.
The practice operates with a multidisciplinary team of clinical and administrative staff, including GPs, nursing staff, pharmacy technicians, and reception/administration teams, enabling a comprehensive and coordinated approach to patient care.
Job description Job responsibilities
Co-ordinate all digital consultations received by the practice following the triage GPs initial triage to determine if the recommended appointment is available.
Track current and future appointment capacity, highlighting shortfalls to the Operations Manager.
Co-ordinate appointments and offer alternative options when necessary, ensuring efficient scheduling and appropriate patient care.
Support the triage GP to make decisions to determine whether cases can wait, be scheduled as routine, or require further GP input.
Co-ordinate patients to appropriate non-GP services, including but not limited to MSK FCP, pharmacists, Pharmacy First, nursing teams, PCN support teams, and administrative consultations.
Providing support to the reception team responding to queries and offering advice where possible or escalating to the triage GP as needed.
Coordinate with GPs, nurses and administrative staff to optimise appointment scheduling and patient flow.
Track daily demand figures to support future appointment planning.
Ensure the correct allocation of test results received by the surgery each morning.
Co-ordinate with patients their alternative care options, appointment changes, or delays when necessary.
Assist the Operations Manager in sharing demand and capacity learning across the PCN and provide feedback on PCN services.
Maintain accurate documentation and ensure compliance with confidentiality and NHS guidelines.
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths.
Desirable
Degree-level qualification or equivalent knowledge, skills, and experience gained through relevant roles.
Experience Essential
Experience of working in an administrative role.
Desirable
Experience of working in primary care. Experience of working in a GP practice.
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 Oaks Healthcare
Address 26 – 30 London Road
Cowplain
Waterlooville
Hampshire
PO8 8DL
United Kingdom
Employer's website https://oakshealthcare.gpsurgery.net/ (Opens in a new tab)