PCN Care Coordinator

We are seeking a proactive and dedicated individual to join our Primary Care Team as a Care Coordinator focusing on safeguarding our patients. In this role, you will become part of an experienced and supportive care coordination team, working closely with a diverse group of colleagues. While your primary base will be Hall Green Health, you may work across up to three different sites, engaging with various departments and teams across our surgeries.

As a Patient Care Coordinator, you'll play a vital role in supporting patients, particularly those with complex needs, by ensuring they receive high-quality, personalised care. You'll collaborate with a range of healthcare professionals, including social prescribing link workers, clinical pharmacists, GPs, nurses, HCAs, administrative staff, and management, to help patients access the most appropriate services. You may be assigned a caseload of patients, with responsibility for managing their evolving needs in line with local health priorities, addressing health inequalities, and contributing to population health management initiatives. Meeting care coordination targets will also be an important part of ensuring optimal patient outcomes. This is a self-directed and rewarding position, ideal for someone who thrives in both independent and collaborative multidisciplinary settings.

Main duties of the job

• Supporting individuals in managing their health needs by responding to queries, scheduling and managing appointments, and ensuring they receive high-quality written or verbal information to make informed decisions about their care.
• Assisting patients in using decision aids to prepare for shared decision-making conversations with healthcare professionals.
• Coordinating care and providing navigation support for patients and their carers across health and social care services.
• Working alongside GPs and other members of the Primary Care Network (PCN) to identify and manage caseloads of patients, and making referrals to appropriate healthcare professionals within the PCN as needed.
• Championing best practice within the practice, ensuring that every patient receives the highest standard of care.

About us

We are a dynamic and forward-thinking Primary Care Network (PCN) with well-established care coordination and clinical teams. Our network comprises three diverse surgeries located across South Birmingham and Solihull, serving over 50,000 patients with varying needs and demographics. At Community Care Hall Green PCN, we value logistical thinking, creativity, and a positive approach in all our staff. You'll be supported by a friendly, knowledgeable, and collaborative team. We place a strong emphasis on training and development, offering opportunities for you to expand your skills and grow within your role.

Job responsibilities

• Work with practice and PCN staff to identify and support patients with personalised care needs, using decision-support tools where appropriate.
• Set up/organise and supervise MDT safeguarding meetings for adults and children.
• Help patients manage their needs by answering questions and arranging appointments.
• Support patients in accessing benefits, employment, or training opportunities.
• Help patients prepare for shared decision-making conversations and promote awareness of shared decision-making tools.
• Provide clear, easy-to-understand information to help patients make informed care choices.
• Collaborate with other Care Coordinators in the PCN and share best practices.
• Assist patients in accessing self-management programs, peer support, or health and wellbeing interventions.
• Run searches on the Safeguarding Registers monthly. Review the patient records on their own and with the Safeguarding Lead and update them.
• Understand Parental Responsibility and be able to advise others in situations and code appropriately.
• Support the delivery of enhanced services and other PCN-wide service requirements.
• Take the lead in managing patient complaints and support learning from incidents or near-misses.
• Participate in multi-disciplinary team (MDT) meetings within the PCN.
• Complete all mandatory training and induction programmes.
• Contribute to quality improvement and clinical governance efforts.
• Take part in training and service development to grow in your role.
• Attend annual appraisals and work toward agreed objectives with regular reviews.
• Support public health campaigns (e.g. flu clinics) by providing advice or direct care.
• Keep your work area clean, tidy, and well-organised.

Person Specification

Experience

• GCSEs (AC) or equivalent.
• Experience in a patient-facing administrative or coordination role within health or social care.
• Excellent communication and interpersonal skills; ability to manage sensitive conversations; organisational and IT skills.
• Compassionate, empathetic, and professional; ability to work autonomously and as part of a team.
• Knowledge of NHS Safeguarding pathways.
• Commitment to continuous improvement and patient-centred care.
• Good IT skills. Good knowledge of MS Office and Outlook. An understanding of EMIS and SystmOne.

Qualifications

• GCSEs (AC) or equivalent; NVQ Level 3 in Health/Social Care or Business Administration.

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.