Care Co-Ordinator in Ashtead

Hours per week: Part-time (Up to 15 hours), ideally Monday to Friday, 3 hours per day. Must be able to work occasional evenings and Saturdays to cover the team.

Job Location: Across Leatherhead, Fetcham and Bookham sites.

Travel: Access to a car may be required to fulfil the needs of the role. Reasonable adjustments will be considered in line with the Equality Act.

This role supports the delivery of Extended Access (out-of-hours) services across the Primary Care Network. Working flexibly for regular hours and with the capacity to cover evenings and weekends, the post-holder will provide administrative and coordination support to clinicians, patients and services to ensure clinics run smoothly, safely and efficiently.

The role requires confidence working independently, often without immediate access to line management, alongside strong communication skills, good judgement and a calm, patient-focused approach. This is an excellent opportunity for someone who enjoys problem-solving, working with a range of professionals, and supporting high-quality patient care within a collaborative PCN environment.

Main duties of the job

• During standard working hours, the post-holder will carry out administrative tasks associated with EA clinics. Contact will be made with patients and member practices.
• Future appointment sessions will be checked, and any inappropriate bookings managed.
• The post-holder will also regularly support member practices with administrative tasks, either based at one of our GP practice sites or remotely.
• There is an expectation that the post-holder will participate in our Extended Access reception rota, with a minimum of two evening sessions per month.
• During the course of this work, the post-holder will act as a first point of contact for patients, clinicians and services, providing reception and administrative support for out-of-hours clinics.
• Training will be provided for relevant systems; however, the post-holder should be confident with using digital systems and standard office software.
• There will be a requirement to work across multiple PCN sites.

About us

Leatherhead Primary Care Network brings together local GP practices to work as one team, improving access to care and supporting better outcomes for our community. We deliver a range of services across our practices, including Extended Access, with a strong focus on providing joined-up, patient-centred care.

DHC is a GP Federation dedicated to supporting the local population in Surrey by providing high-quality healthcare. We place people at the centre of everything we do. We provide a wide range of quality healthcare services, including elective care, Talking Therapies, and community healthcare, which we integrate and coordinate with primary care.

We are registered with the CQC (Care Quality Commission) and are an accredited AQP (Any Qualified Provider). DHC is working at the centre of the local health system and Neighbourhoods, to evolve and deliver integrated care which requires strong partnerships with many organisations. In all our services, we aim to put the patient at the centre of their care, make sure our services are easy to access by local patients and reduce waiting times for patients. We are well-placed to influence the wider system in making good choices for our population.

27-33 days annual leave plus bank holidays. Opportunity to buy or sell leave. Training and career development opportunities. We encourage and promote diversity, ensure all voices are heard and included and are committed to equal opportunities for all.

Job responsibilities

• Support service delivery across member practices within the PCN, with a specific focus on the Extended Access service, thereby improving care outcomes and patient experience.
• The post-holder will provide administrative and coordination support to clinicians, patients and services during out-of-hours clinics, ensuring the smooth, safe and effective running of appointments across PCN practices.

Key Responsibilities / Duties

Extended Access (Out-of-Hours) Support

• The post-holder will provide reception and coordination support during Extended Access sessions, which typically operate during weekday evenings and Saturdays.
• Act as a first point of contact for clinicians, patients, carers and relevant service providers.
• Provide reception and administrative support for appointments, including patient check-in and service coordination.
• Manage patient flow to support the effective use of clinical time.
• Respond appropriately to sensitive, challenging or urgent enquiries, maintaining professionalism and patient focus.
• Manage incoming calls, messages and queries relevant to Extended Access services.
• Reschedule appointments and clinics where required, in line with agreed processes and timescales.
• Maintain accurate and timely records using appropriate clinical and administrative systems.
• Ensure effective handover of relevant information at the end of Extended Access sessions.
• Work independently during sessions, escalating issues appropriately in line with PCN processes.
• Maintain a high standard of confidentiality, information governance and professionalism at all times.

PCN Administration & Support

• Act as a PCN point of contact for practice teams, patients, carers and partner agencies.
• Support data collection and audit using practice clinical systems.
• Co-ordinate PCN clinics and liaise with practices and patients regarding referrals, tasks and appointments.
• Support PCN projects as required, including administrative coordination, data returns, patient communication and service monitoring.
• Support national screening and immunisation programmes through administrative and call/recall processes.
• Support the delivery and monitoring of the Impact and Investment Fund (IIF), Quality and Outcomes Framework (QOF), and other DES/LES specifications.

Health & Safety

• The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice Health & Safety Policy.
• Using personal security systems within the workplace according to practice guidelines.
• Identifying risks involved in work activities and undertaking such activities in a way that manages those risks.
• Make effective use of training to update knowledge and skills.
• Use appropriate infection control procedures and maintain work areas in a tidy and safe condition.

Equality & 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, consistent with Practice policies, procedures and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a welcoming, non-judgemental manner that respects individuals' circumstances, feelings, priorities and rights.

Personal / Professional Development

• The post-holder will participate in training programmes implemented by the PCN.
• Participation in an annual performance review and maintenance of a personal development record.
• Taking responsibility for one's own learning, development and performance.
• Demonstrating skills and activities to others undertaking similar work.
• Training may be undertaken outside of normal practice hours and off-site.

Quality & Governance

• The post-holder will strive to maintain quality within the PCN.
• Alert other team members to issues of quality and risk.
• Take accountability for own actions, either directly or under supervision.
• Work effectively with individuals and organisations in other agencies.
• Manage own time, workload and resources effectively.

Confidentiality

Patients entrust the PCN with sensitive information relating to their health and other matters. This information is provided in confidence and must be handled appropriately. In the performance of this role, the post-holder may have access to confidential information relating to patients, carers, staff and the business of the practice. All such information must be regarded as strictly confidential and disclosed only in accordance with PCN policies and procedures. The post-holder is required to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, ensuring the safe, secure and lawful handling of personal and sensitive data in both paper and electronic formats. The post-holder is responsible for identifying risks that could adversely affect the quality of care and the safety of patients, staff and visitors, and for taking appropriate action to eliminate or reduce these risks.

Safeguarding

The PCN has a responsibility to safeguard and promote the welfare of children, young people and vulnerable adults. All staff share this responsibility and must comply with PCN safeguarding policies. The post-holder will be required to complete Safeguarding Adults and Children training to the appropriate level for the role (minimum Level 2) and maintain this training in line with PCN requirements. Any safeguarding concerns must be escalated promptly to the PCN management team.

This job description provides guidance to the role and is not intended to be an exhaustive list of duties. It will be reviewed periodically in line with service requirements, and the post-holder will be expected to contribute to this review.

Person Specification

• Qualifications: GCSEs (or equivalent) including English and Maths, or equivalent demonstrable skills and experience. Confidence using digital systems and standard office software, with the ability to learn new systems. Commitment to learning, reflective practice and professional development. Relevant qualification in administration, health or social care.
• Experience: Experience in an administrative, coordination or support role within health, social care or a related setting (including unpaid or voluntary experience). Ability to work effectively with a range of professionals and partner organisations, including within multi-disciplinary teams. Ability to communicate clearly and sensitively with individuals, families, carers and professionals. Organised, proactive approach to managing information, workloads and competing priorities. Ability to problem-solve, use initiative and locate relevant information when needed. Experience of working in or with general practice or a Primary Care Network. Familiarity with medical terminology and clinical systems (e.g. EMIS, Docman, Accurx). Knowledge of personalised care approaches.
• Personal Qualities: Organised and able to manage own workload, priorities and deadlines. Works effectively both independently and as part of a team. Communicates clearly and professionally with patients, carers, colleagues and partner agencies. Builds trusting, collaborative working relationships. Demonstrates good judgement, accountability and emotional resilience. Able to identify and respond appropriately to risk. Confident working independently during out-of-hours sessions.
• Other Requirements: Subject to a satisfactory Disclosure and Barring Service (DBS) check in line with the Rehabilitation of Offenders Act and legislation on spent convictions. Ability to travel across the locality as required for the role.

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.

£13.50 an hour. £13.50 per hour before 6 pm and £16.87 ph after 6 pm, weekends.

Contract: Permanent. Working pattern: Part-time, Flexible working, Home or remote working.