Job title
Patient Care Coordinator
Reports to
Practice Manager / Clinical Lead
Job purpose
The Patient Care Coordinator will support the delivery of high‑quality, patient‑centred care within the GP practice. The role focuses on coordinating patient pathways, improving access to services, and supporting patients, particularly those with long‑term conditions or complex needs, while working closely with the clinical and administrative teams in line with practice values.
Main duties of the job
Act as a first point of contact for patients, providing a welcoming, compassionate, and efficient service
Coordinate and manage patient appointments, referrals, and follow‑ups
Support patients in navigating GP and community healthcare services
Liaise closely with GPs, nurses, and other healthcare professionals to ensure continuity of care
Manage patient queries, concerns, and requests in a timely and confidential manner
Maintain accurate and up‑to‑date patient records using clinical systems
Assist with care planning for patients with long‑term conditions or complex needs
Support population health initiatives, recalls, and health promotion activities
Ensure compliance with data protection, confidentiality, and safeguarding policies
Contribute to a positive, supportive team environment and continuous service improvement
About us
We are currently a six‑partner dispensing practice, supported by one salaried GP, located in a rapidly growing small market town. We enjoy strong working relationships within an active Primary Health Care Team and provide medical services to our local community hospital, St Monica’s.
Our partnership delivers General Medical Services to a population of over 8,000 patients, almost half of whom live in outlying villages and farms. The practice is also responsible for the medical care of residents in nursing and residential care homes, as well as caring for a significant number of patients with learning difficulties and physical disabilities living in community units locally.
We operate from partnership‑owned premises, built over 25 years ago and extended and refurbished within the last few years to provide additional space. The practice is situated on the edge of the town, overlooking community grasslands and the Cleveland Hills, with on‑site parking for patients and staff.
We have an excellent working relationship with the Community Team, including District Nurses, a Midwife, Community Matron, Health Visitor, and Social Services, all based locally. The GPs are integral to practice communication and, when not seeing patients face to face, work from the Clinicians Corner within our open‑plan office space, providing direct access to the administration and dispensing teams and supporting the open and friendly ethos of the practice.
Job responsibilities
Job Title: Patient Care Coordinator
Reports to: Practice Manager / Clinical Lead
Job description
Job responsibilities
Job Title: Patient Care Coordinator
Reports to: Practice Manager / Clinical Lead
Patient Support & Care Coordination
* Act as a key point of contact for patients, ensuring a professional, friendly, and compassionate service
* Coordinate appointments, referrals, recalls, and follow‑ups within the GP practice and external services
* Support patients to understand and access appropriate healthcare and community services
* Assist in the coordination of care for patients with long‑term conditions, complex needs, or vulnerabilities
Communication & Teamwork
* Work closely with GPs, nurses, healthcare assistants, and the wider practice team
* Communicate effectively with patients, carers, and external healthcare providers
* Identify and escalade safeguarding concerns in line with practice and NHS policies
Administrative & Clinical Systems
* Maintain accurate and up‑to‑date patient records using clinical systems (SystmOne)
* Ensure all information is handled in accordance with confidentiality, GDPR, and NHS information governance requirements
* Support practice targets including QOF, enhanced services, and population health initiatives
Service Improvement & Governance
* Contribute to improving patient experience and practice efficiency
* Adhere to all practice policies, procedures, and NHS standards
* Participate in training, appraisals, and continuous professional development
Confidentiality & Data Protection
Maintain strict confidentiality of patient and practice information at all times.
Health & Safety
Comply with health and safety policies to ensure a safe working environment for patients, staff, and visitors.
Person Specification
Qualifications
* Excellent communication and customer service skills
* Ability to remain calm, professional, and empathetic in a busy environment
* Good organisational skills with attention to detail
* Ability to use computers and learn clinical systems (e.g. SystmOne)
* Ability to manage confidential information appropriately
* Friendly, approachable, and patient‑focused
* Reliable, punctual, and flexible
* Willingness to learn and take direction
* Team‑focused with a positive attitude
* Basic understanding of confidentiality and data protection (training provided)
* Awareness of the importance of equality, diversity, and inclusion
* Good standard of general education (GCSEs or equivalent, including English)
* Previous customer service or receptionist experience
* Experience in a healthcare or public‑facing environment
* Familiarity with GP practice systems such as SystmOne (training can be provided)
* Ability to manage difficult conversations sensitively
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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