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31 General Practices: 4 PCNs, WL ICB, Central London Borough Team, Westminster City Council, Bi-Borough (West London), Central and North West London NHS Foundation Trust (CNWL), Central London Community Healthcare NHS Trust (CLCH), One Westminster, Imperial College Health Partners.
BACKGROUND
Healthcare Central London Ltd (HCL) is a federation of 32 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, along with staffing, management, and administrative support to our member practices. We work closely with PCNs and key partners, including the Local Authority and community organizations, to help people stay well and live healthier lives.
We operate federation-led services such as Respiratory and Spirometry hubs, Community Cardiology, Community Dermatology, Community Diabetes, Access E-hub, and Enhanced Access. We support PCNs with managing NWL single offer contracts of services and the National Network DES contract, including ARRS roles.
Our unique community-led care model, called ‘The Octopus,’ is part of the Westminster Integrated Neighborhood Team (INT), aiming to address inequalities in the system.
We collaborate with the commercial sector through joint ventures, research, and consultancy.
Our approach is to deliver exceptional support to our 32 General Practice members and to operate NHS contracts efficiently, locally, promptly, and within a familiar environment.
Employees work flexibly, typically onsite at practices or hub sites like South Westminster Centre or at our Capital House office near Edgeware Road tube station.
HCL's values include:
* Compassionate - We listen respectfully and are kind to each other.
* Accountable - We work with integrity and take responsibility for high-quality outcomes.
* Resilient - We listen and continuously improve based on feedback.
* Pioneering - We champion change, creativity, and innovation.
* Aspirational - We nurture and motivate our people to reach their potential.
JOB ROLE
Care Coordinators play a vital role within a PCN, proactively working with individuals, including the frail/elderly and those with long-term conditions, to coordinate care across health and social services.
They will be based within our Single Point of Access (SPA) and have the opportunity to work across services on a rotational basis, covering areas like the e-Hub, Secondary Care Referrals, Community Dermatology, and Enhanced Cardiology. The role involves delivering high-quality patient care, including innovative services like Virtual Group Consultations for managing diabetes.
KEY TASKS AND RESPONSIBILITIES
* Manage secondary care referrals and appointments for participating practices, providing advice for those opting out.
* Manage referrals and bookings for community services such as Dermatology and Cardiology.
* Develop knowledge of service pathways and criteria.
* Maintain electronic records of referrals and interventions to assess service impact and inform improvements.
* Handle admin-related eConsults, including contacting patients.
* Redirect eConsults to relevant teams.
* Communicate with patients via SMS, phone, or email to update them on their eConsults.
* Review and process referrals and eConsults received from GP practices.
* Assist patients through the process, including booking appointments.
* Ensure adequate phone coverage and respond professionally to queries.
* Maintain accurate records of activities, including calls and correspondence.
* Provide clinical and non-clinical information to other services, supporting informed patient choices.
* Answer calls promptly, deal with queries sensitively, and liaise with staff as appropriate.
* Monitor and act on tasks within SystmOne.
* Support with crosschecks, service reports, and incoming mail or faxes.
* Workflow eConsults into patient records and process them accordingly.
* Engage proactively in the development of the e-Hub.
* Perform other administrative tasks as required.
PERSON SPECIFICATION
Skills and Knowledge
* Computer literate with email, internet, and database skills.
* Excellent verbal and written communication skills.
* Numerate and literate, capable of producing reports.
* Good understanding of primary care and local services.
* Knowledge of personalisation and public health agendas, including Digital First Primary Care.
* Multi-tasking skills with attention to detail using IT systems like SystmOne.
Experience
* At least 1 year of experience in a customer service environment.
* Experience working in Primary Care.
Personal Attributes
* Mature outlook, willingness to learn, team player and autonomous worker.
* Participate in training programs.
* Solution-focused, able to meet service targets.
* Ability to handle challenging and vulnerable individuals with emotional resilience.
* Tactful, diplomatic, and able to build rapport across diverse backgrounds.
* Systematic, process-driven, capable of managing high task volumes.
Care Coordinators will be contactable during core hours (8:00am - 6:30pm) and may work some hours at weekends if practices are open. The list of duties is not exhaustive, and additional tasks may be assigned as appropriate.
KEY WORKING RELATIONSHIPS
The post holder will maintain relationships with internal and external stakeholders, including:
* Central London CCG
Participation in relevant groups, projects, and initiatives will be expected. Benefits include:
* Cycle to work scheme
* Discretionary pay progression and bonus scheme
* Employee Assistance Program (EAP)
* Enhanced annual leave (30 days full-time)
* Eye care vouchers
* Modern clinic and office facilities
* Wellbeing support including 24/7 GP access, dental on demand, and mental health resources
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