Digital Care Co-Ordinator in Hertford

To support the Duty Doctor team by coordinating digital and administrative workflows, enabling timely, efficient clinical decision-making and optimising patient experience. This role bridges clinical, administrative and digital systems, ensuring that the Duty Doctor is supported with accurate, up-to-date information, patients are appropriately navigated, and digital tools are utilised effectively.

Main duties of the job

• Provide administrative support to the Duty Doctor, including managing referrals, scheduling, documentation, follow-up tasks and home-visit requests.
• Act as a liaison between patients, clinical staff (including the Duty Doctor), reception/triage teams and other administrative functions to ensure patients are directed to the most appropriate service.
• Receive, handle and prioritise incoming digital queries, ensuring urgent matters are flagged for the Duty Doctor promptly.
• Utilise digital patient record systems and other IT tools (e.g., appointment booking systems, e-consults, remote monitoring setup) to enter, update and maintain accurate patient data, ensuring compliance with NHS data standards.
• Coordinate digital tools and workflows (e-consults, online requests) to support the Duty Doctor service, ensuring patients using these tools are triaged correctly and escalated when necessary.
• Maintain confidentiality, data protection, and adherence to NHS information governance standards at all times.
• Identify opportunities for process improvement in administrative and digital workflows and assist in the development and implementation of improvement initiatives.

Person Specification

• Excellent communication skills (face-to-face, telephone, written) with ability to liaise confidently with clinical and administrative staff and with patients.
• High IT literacy with experience of using digital systems (e.g., electronic patient records, online appointment systems, MS Office suite).
• Experience working in healthcare environment, or in an administrative role supporting clinical teams.
• Organised, able to prioritise tasks, work under pressure, manage changing and diverse workload.
• Strong attention to detail and accuracy, especially in data entry and record-keeping.
• Adaptable, proactive, able to identify issues and escalate appropriately.
• Commitment to maintaining confidentiality, professional standards and understanding of NHS values.

Working Conditions

• Based in a busy clinical environment, working alongside the Duty Doctor, reception, triage and clinical teams.
• Use of computer systems, telephone and face-to-face patient interaction, including patient triage or sign-posting.
• Experience of clinical systems used in NHS (e.g. SystmOne).
• Familiarity with remote/virtual consultation workflows or monitoring technology.
• Previous experience in a role such as Care Navigator, Reception/Triage in NHS or health and social care setting.
• Understanding of NHS digital initiatives and strategies (e.g., digital inclusion, patient access).

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.