Job responsibilities
* Act as the practice point of contact to coordinate patient care, manage queries, ensure timely follow‑up on external communications, and organise appointments and actions to support high‑quality, compassionate care.
* Deal with incoming queries directly from patients.
* Assist with signposting patients to appropriate community or local services, alongside social prescribers.
* Act on communications from hospitals or community providers.
* Book follow‑up appointments, tests or other reviews.
* Pro‑actively ensure patients are booked in for chronic disease management appointments.
* Assist with and ensure patients participate in local or national screening programmes.
* Promote health education to our patient population, such as through participation in self‑care week.
* Pro‑actively ensure patients take up vaccination opportunities such as flu, shingles or childhood immunisations.
* Refer patients to in‑house social prescribers to assist with their care.
* Participate in practice MDT meetings and organise practice actions or follow‑ups.
* Demonstrate ability to recognise and respond appropriately when faced with a sudden deterioration or emergency situation, alerting the team or enabling a rapid response.
* Organise and prioritise own workload.
* Monitor tasks to ensure they are completed and care delivered through regular audit of the clinical system.
* Directly liaise with multi‑agencies to coordinate care for patients.
* Support patients and carers and collect feedback on their experiences.
* Work collaboratively with other care coordinators across the PCN to share best practice.
* Support the PCN practices to deliver on QOF, KPIs and locally commissioned enhanced services.
* Update and maintain accurate patient medication records on the practice clinical computer system, including advice given and action taken.
* Work collaboratively with the PCN team.
* Develop relationships and work closely with community, hospital and the wider health system.
* Participate in practice meetings, patient participation groups and other meetings to improve engagement with the role.
Confidentiality
In the course of seeking treatment, patients entrust us with 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. 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.
Health & Safety
The post‑holder will implement and lead on the full range of promotion and management of their own and others' health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This includes (but will not be limited to).
Maintain up‑to‑date knowledge of health and safety and infection control statutory and best‑practice guidelines and ensure implementation across the business.
Use personal security systems within the workplace according to practice guidelines.
Identify risks involved in work activities and undertake such activities in a way that manages those risks across the business.
Use appropriate infection‑control procedures, maintain work areas in a tidy and safe way and free from hazards, and initiate remedial/corrective action where needed.
Actively identify, report, and correct health and safety hazards and infection hazards immediately when recognised.
Keep own work areas and general areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assume responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers.
Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.
Equality and Diversity
The post‑holder will support the equality, diversity and rights of patients, carers and colleagues; acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. All employees must respect the privacy, dignity, needs and beliefs of patients, carers and colleagues and behave in a manner which is welcoming and non‑judgmental, respecting their circumstances, feelings, priorities and rights.
Personal/Professional Development
The post‑holder will participate in any training programme implemented by the practice as part of this employment, including participation in an annual individual performance review, maintaining a record of own personal and/or professional development, and taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post‑holder will strive to maintain quality within the practice and will alert other team members to issues of quality and risk, assess own performance and take accountability for own actions, contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance, work effectively with individuals in other agencies to meet patients' needs, and effectively manage own time, workload and resources.
Communication
The post‑holder should recognise the importance of effective communication within the team and will strive to communicate effectively with other team members, patients and carers, recognising people's needs for alternative methods of communication and responding accordingly.
Contribution to the Implementation of Services
The post‑holder will apply practice policies, standards and guidance, discuss with other members of the team how the policies, standards and guidelines will affect own work, and participate in audit where appropriate.
Person Specification
Experience
* Demonstrable experience of working with patients.
* Experience of partnership/collaborative working and of building relationships across a variety of organisations.
* Working in a multi‑disciplinary setting where influence and negotiation is required.
* Experience of working with or in general practice.
* Experience of working with healthcare professionals and/or previous experience in the NHS or social care or relevant field (including unpaid work).
Knowledge
* Good knowledge of MS Office and Outlook.
* Understanding of local health services.
* Knowledge/familiarity with medical terminology.
* Knowledge of EMIS Web clinical system.
Qualifications
* GCSE level maths and English or equivalent.
* Demonstrable commitment to professional and personal development.
Skills
* Ability to work in team or on own.
* Accurate and detail‑oriented.
* Ability to work under pressure.
* Excellent communication skills, both written and oral.
* Effective time management.
* Ability to work as a team member or autonomously.
Other requirements
* Able to observe code of confidentiality.
* Self‑motivated, able to work autonomously and independently with confidence when required.
* Exercise initiative, flexibility and tact and self‑awareness.
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.
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