Care Co-ordinator / Operations & Resolutions Administrator

The Care Coordinator / Operations & Resolutions Administrator provides essential administrative, operational, and governance support to the Practice Manager and wider team. The role focuses on ensuring the smooth running of practice systems, coordinating patient care, and managing complaints effectively from initial contact through to resolution.

Main duties of the job

• The postholder is responsible for leading complaint investigations, maintaining accurate records, and producing clear, timely responses while communicating sensitively with patients and staff.
• Support key governance processes such as significant events, audits, and data reporting, ensuring compliance with NHS and practice standards.
• Contribute to patient engagement and service improvement by analysing feedback, maintaining communication channels, supporting the Patient Participation Group (PPG), and identifying barriers to access.
• Work collaboratively with clinical staff, external organisations, and multidisciplinary teams to ensure high-quality patient care and continuous improvement across the practice.

About us

Chapel Street Medical Centre is a friendly, patient-focused GP practice based in Spondon, Derby, with a branch site at Mayfield Medical Centre in Chaddesden. We care for approximately 12,500 patients across our two sites and pride ourselves on delivering high quality, compassionate care within a supportive team environment.

Job responsibilities

• Act as Care Co‑ordinator / Operations & Resolutions Administrator to the Practice Manager and Team.
• Proactively assist in the administration function to ensure that a smooth and efficient service is provided.
• Provide minute taking support for meetings as requested.
• Establish action tracking for meetings and ensure that actions are completed by the required deadline as requested by the Practice Manager.
• Accurately type documents ensuring a professional image is portrayed at all times.
• Arrange internal and external meetings for all members as directed.
• Ensure that appropriate arrangements are made to facilitate these meetings either via MS Teams or face‑to‑face.
• Collate and maintain a register of all gifts received into the practice and send appropriate thank you letters.
• Ensure required data is submitted within deadlines.
• Manage practice processes (i.e. Significant Events) ensuring relevant documentation and recording on notes has been completed.
• Responsibility for complaints, managing the process and ensuring responses sent within timeframes.
• Work closely with all staff, to provide a timely and effective complaints investigation process.
• Coordinate complaint investigations and provide a quality, comprehensive, concise unbiased report within the allocated timescale, facilitate action plans for improvements where appropriate.
• Work collaboratively on joint complaint investigations with the relevant investigators.
• Undertake the initial contact with the complainant to identify and agree the complaint resolution for the investigation and take formal minutes of meetings with complainants.
• Undertake interviews with staff involved in the complaint.
• Ensure the findings and recommendation of the investigation are discussed and agreed with the responsible managers.
• Draft response letters on behalf of the Practice Manager and with involvement of the staff involved.
• Complete a comprehensive investigation within the agreed timescales.
• Ensure the complainant/patient is kept up to date with the progress of their investigation.
• Communicate complex, highly distressing and sensitive information in an appropriate manner in writing, in person and by telephone.
• Maintain systems for recording and reporting of ongoing complaint investigations.
• Ensure the complaints database is kept up to date with the cases.
• Quality checking of draft responses, against agreed resolution plans, to ensure that responses provide the required level of accuracy and detail.
• Make sure every patient communication channel such as Facebook, the website, and TV screens is current and updated.
• Coordinate practice closures for QUEST sessions, ensuring notifications are communicated through posters, telephone, website and Facebook platforms.
• Gather data from Family and Friends feedback, organise it into graphical formats, and analyse the results to identify trends and patterns.
• Responsible for updating patient registers (such as End of Life, Palliative Care, and Priority Patients) and coordinating additional care by liaising with General Practitioners and other healthcare professionals, including Social Prescribers, District Nurses, and Palliative Care Nurses.
• Understand the Zero Tolerance Policy, identify breaches, coordinate with management, and take appropriate action.
• Foster a strong relationship with members of the Patient Participation Group (PPG) by organising regular meetings, recording minutes, and following through on any necessary actions.
• Facilitate communication with General Practitioners and patients, accurately document meetings, and complete communication passports to maintain accessibility for all individuals.
• Proactively identify potential barriers to accessing primary care based on specific needs, such as neurodiversity or mental health conditions.
• Collaborate with external organisations, including coroners and Integrated Care Boards (ICB), to ensure patient care remains the foremost concern and that subsequent actions, such as investigations, are properly coordinated and executed.
• Provide the Practice Manager with relevant data needed for annual audits.
• The Care Co‑ordinator / Operations & Resolutions Administrator may be required to undertake other duties not specified within the job description but within the general scope of the post, as determined by the Practice Manager.

Person Specification

• Excellent communication skills and ability to communicate at different levels.
• Ability to work collaboratively with a variety of colleagues both internal and external to the organisation.
• Ability to communicate, both written and verbally in a manner which is clear and concise.
• Able to maintain internal & external relationships.
• Able to receive and communicate information through various sources.
• Deals with queries via the telephone, via MS Teams and face to face.
• Ensure confidentiality is kept at all times relating to patient information and business issues.
• Knowledge and practical experience in IT applications, including Microsoft Office 365, email, MS Teams and the internet.
• Experience in providing professional secretarial and administrative support.
• Excellent organisational, administrative, communication and inter‑personal skills.
• Ability to work under pressure and meet deadlines.
• Knowledge and experience of supporting meetings through the production of timely agenda papers and attending/minuting the meeting.
• Planning and organisational skills.
• Able to manage own workload and to ensure that deadlines are achieved through prioritisation of workload appropriately.
• Competent in the use of IT systems to obtain and analyse information.
• Able to undertake the majority of the working day in front of a PC/screen with appropriate breaks.

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.