LAP Triage Admin

LAP Triage Admin

Midlands Partnership University NHS Foundation Trust (MPFT) is seeking a compassionate and highly organized Triage Administrator to join our LAP Call Handling Team in Cheadle. In this 6-month fixed-term role, you will serve as the essential first point of contact for Community Nursing Services in North Staffordshire. This is more than a standard admin role; you will be a vital link for patients and families navigating the healthcare system, often during some of their most challenging and emotional moments.

Core Requirements and Skills

• Education: GCSE English (Grade C or above) or equivalent experience.

• IT Proficiency: IT qualification (ECDL, CLAIT) or equivalent competency; ability to navigate varying clinical IT systems.

• Communication: Exceptional verbal and written skills, with the ability to communicate with compassion and patience, especially when dealing with distressed callers.

• Data Integrity: Ability to record a minimum standard of information for all referrals and identify missing demographics or clinical details.

• Organizational Skills: Ability to prioritize urgent calls, manage a busy workload independently, and participate in team huddles and minute-taking.

• Teamwork: Experience in demonstrating activities to new starters and supporting staff induction.

Key Responsibilities

• First Point of Contact: Acting as the initial interface for messages, queries, and referrals, ensuring high-quality customer service and resolution.

• Referral Management: Processing referrals on electronic clinical systems, verifying demographics, and ensuring urgent enquiries are forwarded to the nursing triage team immediately.

• Scope & Resolution: Directing callers to the most appropriate service for ongoing care and returning inappropriate referrals to senders for further information.

• Service Improvement: Collaborating with the PALS service to capture user feedback and using it to drive enhancements in how the team operates.

• Governance: Ensuring all actions comply with Trust protocols and maintaining an up-to-date new starter handbook.

As part of an award-winning Trust with 9,000 staff, you will join a team that is “United in our Uniqueness” and dedicated to supporting the diverse communities of Staffordshire and Stoke-on-Trent. Please note that this role is not eligible for visa sponsorship and requires a candidate who can hit the ground running in a fast-paced, emotionally demanding, but highly rewarding environment.