Senior Service Coordinator - Triage

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.