Senior Care Co-Ordinator

A senior Care Coordinator post in the Care Coordination team at Embrace Medical Centre, a GP surgery on SystmOne that has joined the Wolsey PCN. The work centres on coordinating complex patient care and follow-up, handling prescription requests and signposting patients to the right clinician or service, while guiding other Care Coordinators. The practice wants someone already experienced in care coordination, medical reception or a similar role, who can work independently and needs little training.

What the job involves

• Coordinate patient care, including complex needs, follow-up and escalation
• Work with clinical and multidisciplinary teams to ensure communication and appropriate care pathways
• Guide and support Care Coordinators, sharing knowledge and maintaining consistent standards
• Manage complex or sensitive queries using experience and professional judgement
• Support workload prioritisation and ensure tasks and patient actions are completed on time
• Identify improvements to processes, patient experience and service efficiency
• Act as senior point of support and take ownership of delegated areas
• Book, cancel and rearrange appointments, signposting patients to clinicians and services inside and outside the practice
• Process and resolve prescription requests and queries, escalating to clinicians where needed
• Process referrals and handle correspondence, records and follow-up actions
• Maintain accurate patient records while upholding confidentiality and data protection
• Provide first point of contact for patients, visitors and healthcare professionals by phone and in person

What's required

Experience

• Significant experience as a Care Coordinator, Patient Coordinator, Medical Receptionist, Medical Administrator or similar healthcare role
• Coordinating patient care, managing queries and onward referral or signposting
• Working directly with patients in a busy healthcare or customer-facing setting
• Managing competing priorities under pressure
• Working independently to resolve problems and unforeseen situations
• Supporting or guiding colleagues at senior level

Skills & knowledge

• Excellent organisation and time management
• Excellent written and verbal communication with patients and professionals
• Handling complex, sensitive or challenging situations with tact and discretion
• Sound judgement on when to elevate clinically or to management
• Strong teamworking across clinical and non-clinical colleagues
• Adapting to changing priorities and new processes

Other

• Experience using clinical or patient management systems and keeping accurate patient records
• Experience using Microsoft Office, email and digital systems
• Experience handling confidential and sensitive information
• Professional, approachable and compassionate manner, with commitment to confidentiality and high standards

Nice to have

• Experience in NHS primary care or a GP practice
• Previous senior Care Coordinator or senior administrative or coordination role
• Experience supporting, mentoring or training colleagues
• Knowledge of primary care services, referral pathways and multidisciplinary working
• Experience in a clinical hub, care coordination or patient navigation environment
• Experience contributing to service improvement or process review
• Experience handling telephone and face-to-face patient queries in primary care

What's offered

• Training and development opportunities through the local Training Hub, ICB and other providers
• Enhanced learning and development as a Training Practice
• Well-balanced workload
• Access to a supportive team both in and out of specialist area

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