PCN Administration and Patient Engagement Coordinator in Bury St Edmunds

We have an exciting opportunity to join the Woolpit Health Centre as a PCN Administration and Patient Engagement Coordinator. This role has three key responsibilities: providing administrative support to Blackbourne Primary Care Network, leading and reporting on all aspects of patient engagement across multi-channel platforms, and the logistical organisation and implementation of our adult vaccination and immunisation programmes and campaigns.

We are looking for someone with excellent communication skills, strong interpersonal (people) skills, and ideally have worked within the NHS or other medical environment. This role combines PCN administration, patient engagement, and vaccination programme coordination for Blackbourne Primary Care Network and Woolpit Health Centre.

The postholder will manage ARRS workforce administration, reimbursement submissions, workforce reporting, and PCN meeting coordination, while also leading patient communication through newsletters, websites, social media, and engagement campaigns. Responsibilities include supporting complaint handling, analysing patient feedback, coordinating the Patient Participation Group, producing management reports, and overseeing Significant Event processes. In addition, the role supports health inequality initiatives and takes operational lead for adult vaccination and immunisation programmes, including clinic planning, patient identification and communication, appointment monitoring, stock coordination, and reporting, ensuring services are delivered efficiently, safely, and in line with NHS targets and deadlines.

• Blackbourne Primary Care Network (PCN) Administration: To have oversight and an understanding of the ARRS posts in place across the PCN and be the point of contact for practices for any ARRS queries. To enter data from each practice into the ARRS portal and submit for reimbursement to meet the monthly deadline. To provide the ICB with the job descriptions, contracts and qualification evidence for any new ARRS recruitment. To maintain an accurate register of ARRS staff in the Primary Care Workforce portal. To collate and submit the workforce planning data to meet the deadline of 31st October. To collate and submit the enhanced access delivery hours for all 4 practices to the ICB on a quarterly basis. Monitor IIF performance through Ardens Manager, providing monthly updates to the practices. Work with the Clinical Director to plan and execute PCN meetings; distributing invitations, agendas and meeting minutes.
• Communication: To implement a patient engagement strategy that is consistent, relevant, innovative and timely, utilising multi-channel communication channels to their full potential. To be responsible for patient newsletters, content and publication. To liaise with the editors of local village magazines and newsletters, utilising this platform to share topical patient information and educational campaigns. To conduct a monthly website review of information for accuracy and to add relevant statements, practice news, newsletters and PPG minutes. To add patient communication posts to Practice Facebook page. To manage the content of Practice noticeboards and waiting room TV messaging, designing new posters and slides as necessary. To inform patients of planned or unforeseen impact on services, such as Practice closures.
• Patient Liaison and Feedback: To support the Practice Manager in dealing with patient complaints in accordance with our patient complaint process and policy, investigating and providing appropriate responses to patients, where possible minimising escalation to formal complaints. Administration of Friends and Family Test, Anima and other patient feedback. To analyse and action feedback from patient surveys, i.e. annual GP survey and Healthwatch. To act as a Practice representative on the Woolpit Health Centre PPG. To arrange and set quarterly meetings with the PPG. To work closely with the GP Partner lead and Chair for the PPG. To undertake reviews of PPG membership, structure, roles and terms of reference. To produce, distribute and publish PPG minutes.
• Reporting: To produce patient engagement related reports for review at GP Partners and Management meetings. To report monthly on FFT, website hits and patient surveys, and any other as required. To report Complaint data on a bi-annual basis. Check submitted forms on Teamnet to ensure all data required is recorded. Ensure all staff involved have contributed and are aware of the recorded Significant Event. Review all Significant Events with GP Partner lead. Arrange multi-disciplinary quarterly Significant Event meetings. Extract, analyse and collate Significant Event data and trends for quarterly presentation. Record all outcomes, learning and actions maintaining an updated log.
• Health Inequalities: To support the practice in reducing health inequalities by contributing to public health and social prescribing initiatives, helping to improve access to health and wellbeing services in defined target populations and ensuring inclusive, equitable patient engagement.
• Adult Vaccinations and Immunisations: To lead on the logistical organisation and implementation of Woolpit Health Centre's adult vaccinations and immunisations programmes and campaigns, including but not limited to: COVID Spring Boosters, Autumn/Winter COVID and Flu, Shingles, RSV, Pneumococcal.

• Develop a thorough understanding of the eligibility requirements and targets for all vaccines, immunisations and screening within the scope of the role.
• Use Ardens searches in EMIS to identify the cohorts of eligible patients, to support workload planning and activity.
• Plan clinics to meet workload volume and liaise with relevant staff to facilitate the organisation of rotas to deliver these clinics.
• Ensure timely communication of key information to staff including patient eligibility and clinic dates.
• Send patient invitations based on consent preferences, using DocMail, SMS and telephone, provide supporting information as necessary.
• Maximise the use of new technology and methods of communication with patients.
• Handle enquiries from the general public; managing telephone calls to the vaccine line, emails to the COVID address and EMIS Tasks from colleagues.
• Regularly monitor the appointment systems ensuring uptake is maximised and clinics are fully utilised, sending timely second and third invitations.
• Ensure batch coding is utilised to code all invitations in EMIS, to maintain accurate patient searches.
• Co-ordinate the planning and booking of vaccinations for care home and housebound patients.
• Support the Vaccine Leads to ensure all vaccines are ordered pro-actively to appropriate levels and stock returns submitted using agreed systems.
• Use multi-channel communication platforms to maximise uptake of eligible patients.
• Send reminder SMS texts the day before clinics, to reduce DNAs.
• With each campaign, to consider service improvement, mindful of the patient experience and patient safety balanced with efficient use of our resources.
• Escalate all relevant issues and information to their Line Manager, ensuring they are aware of any developments impacting the operational functioning of the service.
• Support the collation of all activity data and reporting information as required.

• Experience of direct patient or customer care and communication.
• Computer literacy in Word, Excel and presentation software, with the ability to learn new data systems quickly.
• Experience of working in an NHS or other medical environment.
• Experience of and competency in using the EMIS clinical system.
• Compliance with data integrity and security.
• Evidence of ability to support collation and analysis of data.
• Experience of dealing with customer complaints, verbal and written.
• Experience of forward planning and developing service improvement.
• Previous experience of managing a website.

• Self-motivated, with the initiative to prioritise workload to meet deadlines.
• 'Can Do' attitude, able to maintain positivity in the face of adversity and when working under pressure.
• Flexible and cooperative.
• An ability to maintain confidentiality and trust.

• GCSE Mathematics and English (grade A-C or 4-9) or equivalent.
• NVQ level 3 in Health and Social Care (or similar).

• Excellent interpersonal skills, empathetic and non-judgemental.
• Clear and polite communicator, in writing, data entry and on the telephone.
• Effective team player, demonstrating respect and consideration of others.
• Excellent organisation, forward planning and time management skills.
• Ability to work autonomously, within a busy environment.
• Identifies difficulties as challenges, working with others to identify solutions.
• Ability to follow policy and procedure.