Job Title
Care Coordinator – Additional and Enhanced Access Services (x2)
Compensation and Hours
Salary: £31,792 per annum
Hours: 37.5 hours per week
Reporting To
Team Leader
Who We Are
Healthcare Central London Ltd (HCL) is a federation of 30 General Practices and 4 Primary Care Networks (PCNS) in Westminster caring for more than 275,000 registered patients. We provide Community and Primary Care services to our local residents, in addition to a wide range of staffing, management and administrative support to our member practices. By working closely with our PCNs and other key partners, including the Local Authority and community organisations, we help people to stay well and live healthier lives for longer.
Our Approach & Values
Our approach is to deliver exceptional assistance to our 30 General Practice members and to operate our NHS contracts in a manner that supports our Practices and their patients by providing services economically, locally, promptly and in a familiar environment.
Our purpose is to transform Health and Wellbeing in our communities.
Values: Compassionate, Accountable, Resilient, Pioneering, Aspirational.
The Role
Care Coordinators play an important role within the Access Hubs helping patients with their queries as well as scheduling and checking them in for appointments, assisting clinicians on site and liaising with the patients' GP practices to ensure they receive the care they need.
This role will operate within two services:
* Additional Access: Monday - Friday across 5 locations – Lisson Grove Health Centre, Marylebone Health Centre, Paddington Green Health Centre, St Johns Wood Medical Practice and South Westminster Health Centre.
* Enhanced Access: Monday - Saturday from Connaught Square and South Westminster Health Centre.
* HCL is solely responsible for South Westminster Health Centre which operates 08:00 - 20:00 Monday - Friday and 09:00 - 16:00 Saturdays.
Key Tasks and Responsibilities
* Admin duties include SystmOne related tasks such as ICE, pathology reports, sorting incoming post to be attached to the relevant medical record and creating tasks for GP practices as advised by clinicians.
* Other admin duties include checking that patients booked into the services meet the criteria to be seen.
* Assisting patients with appointment check‑ins, new appointment/rescheduling and queries.
* Assisting clinicians with admin duties, communicating with them in person and via SystmOne messenger.
* Call patients to confirm bookings/send SMS confirmations.
* Complete clinical stock checks and order stock as required.
* Complete clinic room checks.
* Complete fridge checks.
* Complete 2WW and other routine/urgent referrals to the relevant service.
* Contact patients via SMS and telephone regarding their appointments.
* Contribute to policies and SOPs.
* Issue and collect feedback forms from patients.
* Manage clinician bookings via My Locum Manager (MLM).
* Monitor team mailbox for clinician booking updates for Additional Access and Enhanced Access services.
* Monitor and action relevant tasks within SystmOne.
* Monitor the clinics taking place on the day.
* Order stationery supplies.
* Point of contact for clinicians who are on duty.
* Proactively engage in the development of the Access Hubs and South Westminster Health Centre.
* Protect patient data/privacy.
* Provide administrative support to the wider HCL organisation.
* Reception desk duties including inbound/outbound telephone calls, responding to emails and handling face-to-face queries.
* Develop and maintain a knowledge of service pathways and criteria.
* Maintain and develop effective communication across HCL and the GP Federation.
* Update and maintain contact information for clinicians.
* Update the board of services.
* Update the clinicians' rota on SystmOne.
* Update the room allocation rota.
* Work collaboratively with colleagues in the Access Hub, HCL and the GP Federation.
* Take part in HCL events and activities where applicable.
Personal Specification
Skills and Knowledge
* Computer literate, able to use Microsoft Office, sending emails via NHS mail, and learn relevant software/tools.
* Numerate and literate, able to supply reports as required.
* Excellent communication skills, both verbal and written; confident speaking to service users and clinicians in a face‑to‑face setting.
* Confident speaking to service users via telephone.
* Has or can develop a good knowledge of primary care and local services.
* Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme.
* Multi‑tasking utilising IT (SystmOne), email, telephone systems and having excellent attention to detail.
Desired Experience
* Experience working in a GP practice or patient-facing admin/receptionist role.
* Excellent SystmOne or EMIS skills (HCL uses SystmOne).
Personal Attributes
* Mature outlook, willingness to learn and work as part of a team and autonomously.
* Participate in any training programme implemented by the organisation as part of this employment.
* Solution focused and able to work to service specifications and targets.
* Ability to deal with challenging and vulnerable people and have the emotional resilience to manage difficult and upsetting conversations where necessary.
* Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.
* Works in a systemic, process-driven way, able to handle a high volume of tasks and information.
Additional Working Hours
Care Coordinators will be contactable by phone and email during the core opening hours at South Westminster Health Centre. Enhanced Access operates on Saturdays 09:00 – 16:00; you will be required to work Saturdays according to the published rota.
Relationships
* Maintain constructive relationships with a broad range of internal and external stakeholders, including General Practice, Central London CCG and participate in relevant internal and external working groups/projects.
Requirements
* Experience in face‑to‑face healthcare or customer service-based role.
* Degree level education in a relevant subject.
* Understanding and experience of working in the NHS and knowledge of the primary care sector.
* SystmOne or EMIS experience.
* Previous similar role in a healthcare or public sector environment.
* Ability to communicate sensitive information effectively by telephone, email and face‑to‑face.
* Advanced knowledge of Microsoft software applications.
* Exceptional attention to detail.
* Excellent time management skills.
* Can respond to changing demands and reprioritise when necessary.
* Good problem‑solving skills.
* Can work without supervision to agreed deadlines and on own initiative.
* Willingness to adapt to change and develop services and systems to meet changing demands.
* Proven ability to respond to unexpected situations and make judgements independently.
* Can undertake a diverse range of tasks simultaneously.
* Well‑developed interpersonal and oral/written communication skills.
* Can maintain effective working relationships at all levels and with staff in other locations.
* Can deal with challenging conversations in a tactful yet assertive manner.
* Professional, calm and efficient manner.
Benefits
* NHS Pension
* Modern office
* Hybrid working
* Free tea/coffee, etc.
* Cycle to work scheme
* Life Assurance scheme
* EAP
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