JOB OVERVIEW

Hours:37.5 hours per week, Monday to Friday
Salary: Dependent on experience
We are a large, modern GP Practice in Headington with patient care at the heart of all we do. We’re looking for an organised, proactive Patient Access and Triage Coordinator to join our busy administrative team. This role is far more than standard admin — you’ll be the link between patients and clinicians, ensuring every patient gets to the right care, in the right place, at the right time.
You will work closely with GPs, nurses, pharmacists, and other staff to assess and allocate incoming patient requests to the correct pathway, advise clinicians on available appointment types and resources, and action triage outcomes quickly. You will sometimes provide cover for our urgent care coordination function, helping to manage same-day capacity and prioritise urgent cases.
This is a busy and demanding role that requires flexibility, quick thinking, and excellent communication. You should be a team player with strong IT skills, good judgment, and the ability to work calmly under pressure.

CONFIDENTIALITY

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Duties may be varied from time to time under the direction of the Patient services manager and other senior members of staff, dependent on current and evolving practice workload and staffing levels:

• Assessing incoming triage requests from online, telephone, and in-person contacts.
• Allocating requests to the correct pathway (e.g. GP, urgent hub, nurse, pharmacist, admin).
• Advising clinicians on available appointment types, resources, and care pathways.
• Actioning triage decisions promptly — booking appointments, sending patient messages, requesting additional information, and updating records.
• Providing cover for the Urgent Care Coordinator role, managing same-day capacity, and escalating urgent cases.
• Managing routine administrative tasks such as registering new patients, handling prescription requests, allocating lab results, and processing administrative letters.
• Liaising with patients and clinicians to ensure smooth communication.
• Responding to practice emails and incoming calls in a timely manner.
• Maintaining accurate and secure patient records on EMIS and other systems.
• Providing cover for other administrative staff during absences.
• Any other duties as reasonably required by the Patient Services Manager.