Job summary
Havering Libety PCN Care Coordinator
Havering Liberty Primary Care Network is seeking an organised, compassionate and proactive Care Coordinator to provide person-centred coordination and practical support to patients and carers across our primary care network.
This varied, non-clinical role will help people navigate health, social care and community services while improving access, communication, continuity and follow-up. Working across the PCN, you will coordinate activity between practices and partner organisations, maintain accurate records, support multidisciplinary working and contribute to service improvement and the reduction of health inequalities.
The role will be based across St Georges Health and Wellbeing Hub.
Main duties of the job
The role
As a PCN Care Coordinator, you will:
Act as an accessible point of contact and help patients and carers understand and navigate appropriate services.
Coordinate appointments, referrals, follow-up and agreed actions across practices and partner organisations.
Provide efficient administrative support for PCN services within St Georges Health and Wellbeing Hub, including the social prescribing team.
Maintain complete, accurate and timely records using relevant clinical and administrative systems.
Work collaboratively with GP practices, PCN colleagues, community services, social care and voluntary sector partners.
Support contractual, quality and service-improvement priorities, including data quality, reporting and patient engagement.
Identify barriers to access, promote accessible communication and reasonable adjustments, and escalate risks or safeguarding concerns appropriately.
About us
Havering Liberty Primary Care Network
Havering Liberty Primary Care Network is a collaborative neighbourhood network comprising:
- Hornchurch Healthcare
- Maylands Healthcare
- Avon Road Surgery
- Haiderian Medical Centre
- Cranham Village Surgery
Working together, we provide accessible, patient-centred and high-quality primary care. Our multidisciplinary workforce delivers innovative services designed to improve health outcomes, tackle inequalities and provide joined-up care for our local population.
The PCN is led by our Clinical Director and Leadership Team, working in collaboration with GP leads and colleagues from each member practice. Employment onboarding support for the PCN workforce is provided by our GP Federation Havering Health Limited.
Job description
Job responsibilities
We do not provide visa sponsorship
JOB SUMMARY
Job summary
The PCN Care Coordinator will provide proactive, person-centred coordination and practical support to patients and carers registered with Havering Liberty PCN practices. The post holder will work across the Primary Care Network to improve access, communication, continuity and follow-up, helping people navigate health, social care and community services.
The post holder will coordinate activity across practices and partner organisations, maintain accurate records, support multidisciplinary working and contribute to service improvement and the reduction of health inequalities. They will work within agreed protocols and their level of competence. The role is nonclinical and does not replace clinical assessment, diagnosis or treatment.
Key aims of the role
Improve coordination and communication between patients, carers, practices, PCN teams and partner services.
Help patients and carers understand, access and navigate appropriate health, social care and community support.
Support timely appointments, referrals, follow-up and delivery of agreed actions.
Provide efficient administrative support that enables PCN services to operate effectively.
Support delivery of contractual, quality and service-improvement priorities across the PCN.
Use accurate records, feedback and service information to help identify gaps and improve patient experience.
Key duties and responsibilities
Provide reception and administrative support, including answering telephone enquiries, contacting patients, booking appointments and issuing questionnaires or surveys.
Support the triage and coordination of referrals to the Social Prescribing team and other appropriate services, ensuring agreed follow-up actions are completed.
Coordinate appointments, referrals and communication across primary care, community health, mental health, social care, advocacy and voluntary sector services.
Work closely with Care Coordinators, GP Assistants and other PCN colleagues, providing cover during periods of absence or increased workload.
Support the delivery and monitoring of QOF, IIF, incentive schemes, enhanced services and other PCN projects or initiatives.
Maintain accurate information and support data-quality improvements relating to PCN contracts, services and local priorities.
Contribute to patient communications, awareness campaigns and engagement activity across the PCN population.
Partnership working and service development
Develop effective working relationships with GP practices, PCN teams, community and social care services, carers organisations, advocacy services and voluntary sector partners.
Contribute to audits, service evaluations, quality-improvement work and the development of new pathways, projects and ways of working.
Identify and escalate gaps, duplication, access barriers and health inequalities to the appropriate PCN lead.
Collaborative working relationships
Patients, carers, families and authorised representatives
PCN Clinical Director, Strategy and Transformation Manager, Operations Manager and Digital Facilitator
GPs, practice managers, nurses, healthcare assistants and administrative teams
Social prescribers, care coordinators, general practice assistants, pharmacists and other Additional Roles Reimbursement Scheme colleagues
Professional boundaries, consent and safeguarding
Work within the limits of competence and seek advice from an appropriate clinician or manager whenever the situation falls outside the role.
Follow organisational procedures relating to consent, mental capacity, best-interest decisionmaking, information sharing and involvement of carers or representatives.
Do not make clinical decisions, provide diagnosis or treatment advice, or independently interpret clinical results.
Recognise and respond to safeguarding concerns involving adults or children, including concerns about neglect, abuse, coercion, carer stress or breakdown of care arrangements.
Use professional curiosity, record concerns clearly and escalate promptly in accordance with local policy.
Education, learning and development
Complete all organisational mandatory and statutory training required for the role.
Complete role-specific learning in accessible communication, reasonable adjustments, safeguarding, consent and mental capacity, equality and inclusion, and personalised care.
Undertake appropriate care coordination and personalised care training as agreed with the line manager.
Participate in induction, supervision, annual appraisal and the development of a personal development plan.
Keep knowledge of relevant local services, pathways and good practice up to date and share learning with colleagues.
Quality, information governance and confidentiality
Contribute to clinical governance, audit, risk management, incident learning and qualityimprovement activity within the scope of the role.
Maintain complete, accurate and timely records and meet agreed deadlines for reporting and followup.
Treat all information concerning patients, carers, staff and the organisation as confidential and comply with organisational information-governance policies.
Process personal data fairly, lawfully and only for authorised purposes, in accordance with the Data Protection Act 2018, UK GDPR and relevant organisational procedures.
Share information only where there is a lawful basis, a legitimate need and appropriate authorisation, seeking advice when uncertain.
Health, safety, equality and inclusion
Follow health and safety, infection prevention and control, lone-working, incident-reporting and riskmanagement procedures.
Take reasonable care of personal safety and the safety of patients, carers, colleagues and visitors.
Promote equality, dignity, respect and inclusion and challenge barriers that may disadvantage patients, carers or communities.
Make reasonable adjustments to communication and service access and support culturally sensitive, trauma-informed and person-centred practice.
Work across PCN practices and other local venues as required; occasional home or community visits may be required subject to role protocols and risk assessment.
Flexibility
This job description is intended as a guide to the principal duties and responsibilities of the role and is not exhaustive. Duties may be reviewed and amended in consultation with the post holder to reflect changing organisational, contractual and service needs, provided they remain appropriate to the grade and scope of the post.
Person Specification
Knowledge and Skill
Essential
- Knowledge
- Understanding of person-centred care, confidentiality, consent, safeguarding and professional boundaries.
- Understanding of information governance, UK GDPR and complete, accurate and timely record keeping.
- Awareness of equality, health inequalities, accessible communication and reasonable adjustments.
- Understanding of when and how to escalate risks, safeguarding concerns or matters outside the roles competence.
- Excellent verbal and written communication skills, including managing telephone enquiries and adapting communication to individual needs.
- Strong organisation, prioritisation, time-management and follow-up skills.
- Ability to coordinate referrals, appointments, communication and agreed actions across several organisations.
- Ability to build trusting relationships while maintaining professional boundaries and handling sensitive conversations with empathy, patience and diplomacy.
- Ability to recognise risk or deterioration and escalate concerns appropriately.
- Ability to work independently within agreed protocols and contribute effectively to a team.
- Ability to collect, record, analyse and present information accurately and use it to identify gaps, duplication, access barriers and opportunities for service improvement.
- Ability to contribute to audits, reporting, patient communications and engagement activity.
- Proactive, flexible and solutions focused approach.
Desirable
- Knowledge of Primary Care Networks, QOF, IIF and enhanced services. Knowledge of local health, social care, community and voluntary sector services and referral pathways.
- Awareness of Social Prescribing and personalised care. Knowledge of mental capacity, best-interest decision-making and appropriate information sharing.
- Experience engaging people who are less likely to access services.
Experience
Essential
- Experience
- Experience of providing administrative or customer-facing support, including managing telephone enquiries and booking appointments.
- Experience of working within a multidisciplinary or multi-agency environment and liaising with different services.
- Experience of coordinating activity, following up referrals or agreed actions and maintaining accurate records.
- Experience of supporting people who may be vulnerable or experience barriers to accessing services.
- Experience of handling confidential or sensitive information.
Desirable
- Experience in primary care or the NHS.
- Experience of referral triage, Social Prescribing, call and recall, caseload administration or care navigation.
- Experience in patient engagement, surveys, awareness campaigns or service-user communications.
- Experience of audit, service evaluation, quality improvement or data-quality work.
- Experience of supporting QOF, IIF, enhanced services or similar performance frameworks.
- Experience using EMIS or another clinical record system.
Other Requirements
Essential
- Able to travel efficiently between PCN
- practices and other local venues.
- Able to work flexibly in response to service
- needs, within contracted hours.
Demonstration of PCN Values
Essential
- Commitment to patient-centred care, health
- equity, dignity and respect.
- Inclusive and non-judgemental approach.
- Reliable, accountable and able to maintain
- confidentiality.
- Commitment to collaborative working and
- continuous improvement.
Qualifications
Essential
- Good standard of general education,
- including English and mathematics at GCSE
- grade C/4 or equivalent.
- Competent in Microsoft Outlook, Word and
- Excel and confident using digital systems.
- Willingness to complete mandatory and role
- specific training.
Desirable
- Care coordination or personalised care
- training recognised by the Personalised
- Care Institute.
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.
Employer details
Employer name
Havering Health Ltd
Address
St Georges Health And Wellbeing Hub
113 Suttons Lane
Hornchurch
Essex
RM12 6RR
United Kingdom
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