Care Coordinator and Senior Administrator in Leeds

Key duties and responsibilities

• Care coordination patient tracking and pathway: Maintain the Tier 2 caseload tracker in real time, ensuring every patient on the pathway has a named clinician, an agreed follow-up plan and an accurate risk stratification recorded. Process new referrals into Tier 2 from primary care, from the existing LCH community waiting-list triage, and as step-down from Tier 4 within agreed SLAs (24 hours acknowledgement for urgent referrals; one week for routine). Process step-up referrals from Tier 2 into Tier 3 MDT discussion and into Tier 4 specialist pathways, ensuring the correct information accompanies each referral. Book patients into structured education courses (DAFNE, Confidence with Carbohydrates, DESMOND or equivalent) and into the National Type 2 Path to Remission Programme (Xyla). Track patient movement through step-up and step-down decisions, ensuring the caseload tracker reflects each transition accurately. Escalate concerns to the Tier 2 clinical lead when a patient appears to have fallen out of the pathway, has repeated DNAs, or is showing signs of clinical deterioration.
• Care coordination patient contact and engagement: Act as a named point of contact for patients on the Tier 2 caseload for practical queries about appointments, transport, interpreters, reasonable adjustments and referral progress. Coordinate patient communication letters, SMS, phone and digital in line with patient preference and accessibility needs. Undertake proactive DNA follow-up phoning patients who miss appointments, understanding the barrier, and rebooking rather than discharging where clinically appropriate. Support outreach to deprivation deciles 13 and named priority groups, working alongside VCSE partners, care navigators and community connectors. Arrange interpreters, easy-read information and other reasonable adjustments for patients with additional communication needs. Signpost patients to VCSE and community delivery partners for wider wellbeing, food access, welfare and social support.
• MDT and joint-clinic coordination: Coordinate the Tier 2 MDT fortnightly for complex / high-risk cases and 812 weekly for moderate cases including diary invitations, agenda preparation, case-list circulation and minute-taking, and follow-up of MDT actions. Coordinate the Tier 2 team's contribution to the weekly Tier 3 Clinical Oversight Group MDT, combined with the existing LTHT community diabetes MDT. Coordinate quarterly joint clinics between the Tier 2 team and the Practice Diabetes Lead in each footprint practice booking clinic slots, sharing case lists in advance and following up on actions. Coordinate the quarterly TARGET education sessions for Practice Diabetes Leads room booking, attendance, materials and evaluation returns.
• Administrative support to the clinical team: Diary management for the Tier 2 team including the Clinical Lead Nurses, Specialist Pharmacist, Specialist Dietitian, Specialist Podiatrist and the Nurse development post. Correspondence drafting and processing letters to patients, GPs, hospital colleagues and partner agencies; preparing standard letter templates. Preparation and formatting of clinical, education, service-development and quality-improvement documents. Meeting support beyond MDT arranging team meetings, workshop days, service planning and workforce meetings; taking and circulating minutes. Interface with SEL GP corporate services on HR, payroll, procurement and IT queries on behalf of the Tier 2 team. Ordering supplies, room bookings, travel arrangements and expenses management for the Tier 2 team. Cover for absent colleagues within the wider SEL GP administrative team where required.
• Digital, data and records: Accurate and timely data entry into EMIS and SystmOne, in line with the Programme's data-quality standards and the specification cohort criteria. Maintain the Tier 2 caseload tracker workbook and support the Programme Manager to generate weekly and monthly reports. Support the Programme's outcomes and evaluation framework by preparing structured search outputs, dashboards and reports for the Tier 2 team. Compliance with the Data Protection Act (2018), the Access to Health Records Act (1990) and SEL GP's information-governance policies. Compliance with Caldicott principles for confidentiality and information sharing. Attend digital training as required and act as a super-user for administrative aspects of EMIS / SystmOne within the Tier 2 team.
• Communication and liaison: Answer telephone and digital enquiries into the Tier 2 team from patients, primary care, hospital colleagues and VCSE partners escalating clinical queries appropriately. Provide a welcoming, respectful and inclusive first point of contact for the Tier 2 team. Liaise closely with practice administrative teams at each Tier 1 practice, and with LTHT and LCH administrative teams for interfaces at Tier 4. Support the Tier 2 team's engagement with VCSE partners diary coordination, minute-taking and follow-up. Communicate complex or sensitive information with tact, discretion and empathy, adapting language and format to the audience.
• Team support and quality improvement: Contribute to team meetings, service reviews and continuous improvement activity within the Tier 2 team. Contribute to quality improvement projects and clinical audit identifying searchable cohorts, running structured searches, preparing data and presenting findings alongside clinical colleagues. Provide induction support for new team members on Tier 2 administrative and care-coordination processes. Support the delivery of the Programme's Year 1 evaluation and Year 2 business-case preparation. Suggest improvements to administrative and care-coordination processes based on day-to-day experience.
• Care Quality Commission, health and safety, and confidentiality: Work with the delivery partners to ensure Programme administrative activity is compliant with CQC standards. Comply with Health and Safety policies, follow safe working procedures and report incidents through the organisations Incident Reporting Systems. Comply with the Data Protection Act (2018) and the Access to Health Records Act (1990); respect patient confidentiality at all times. Understand and apply the safeguarding role appropriate to a senior administrative role recognising concerns and escalating to a clinical colleague or safeguarding lead.
• Continuing personal and professional development: Undertake continual personal and professional development, including mandatory training and any additional training identified through appraisal. Take up development opportunities aligned to your role for example NVQ Level 3 in Business Administration or Customer Service, Care Certificate elements relevant to care coordination, or apprenticeship pathways towards senior administration or care-coordination roles. Access regular supervision and support the Programme's supervision and reflective-practice culture.
• Special working conditions: The post-holder will be based in the community across the Beeston and Middleton & Hunslet footprint, with occasional travel between practices, community sites and system-partner offices. Working days may include periods of concentrated administrative work, telephone contact with patients and structured MDT / clinic support. The post-holder may experience occasional distressing conversations for example when contacting patients in difficult social circumstances, or when discussing missed appointments or clinical concerns and will be supported through structured supervision.