Care Coordinator - admin and patient facing

Job Purpose

Care Coordinators plays a key role in supporting patients to access the right care at the right time. The post holder will work closely with GPs, the wider practice team and PCN services to proactively engage patients, manage GP\-referred work, and improve call and recall systems—particularly for patients with long‑term conditions.

The role focuses on patient engagement, coordination, and follow‑up rather than clinical decision‑making, helping to reduce avoidable workload for clinicians while improving patient experience and outcomes.

Key Responsibilities

Patient Engagement

• Act as a first point of contact for patients referred internally by GPs and clinicians for care coordination support


• Proactively contact patients following GP referral to explain next steps, services available, or required actions


• Support patients to understand and engage with their care plans, investigations, reviews or follow‑up appointments


• Identify barriers to engagement (e.g. non‑attendance, communication needs, digital exclusion) and work with the practice team to address these

Call and Recall – Long‑Term Conditions

• Support robust call and recall systems for long‑term conditions (e.g. diabetes, asthma, COPD, hypertension)


• Proactively contact patients who are overdue or approaching review dates using agreed protocols


• Book or arrange appropriate reviews, investigations, or appointments as directed by clinicians


• Monitor and report on patient responses, non‑responders, and exceptions


• Maintain accurate and timely records to support QOF, IIF and local priority schemes

Managing Patient Requests

• Support the management of non‑urgent patient requests referred by the clinical or administrative team


• Handle routine and follow‑up queries in line with agreed pathways, escalating appropriately where clinical input is required


• Coordinate onward referrals, signposting, and follow‑up actions as requested by clinicians


• Ensure patients are kept informed about progress and next steps

Coordination and Communication

• Act as a liaison between patients, GPs, nurses, ARRS roles and administrative teams


• Work closely with reception and admin colleagues to ensure consistent and patient‑centred communication


• Support continuity by helping patients navigate services within the PCN and wider health system

Record Keeping and Systems

• Accurately record all patient contacts and actions on the clinical system (e.g. EMIS)


• Use patient lists, searches and task systems to manage workload efficiently


• Maintain confidentiality and comply with GDPR, practice policies and information governance requirements

Service Improvement

• Identify trends in non‑attendance, delayed reviews or repeated requests and highlight these to the practice team


• Contribute to improving processes for access, follow‑up and patient engagement


• Participate in team meetings, training and PCN initiatives relevant to the role

Person Specification

Essential

• Experience of working in a patient‑facing role, ideally within general practice or the NHS


• Excellent communication skills, both verbal and written


• Confident and courteous telephone manner


• Strong organisational skills and ability to manage a varied workload


• Ability to engage patients with sensitivity, professionalism and empathy


• Good IT skills and ability to learn clinical systems


• Understanding of confidentiality and data protection

Desirable

• Experience of working in primary care or community health services


• Experience of call and recall systems or long‑term condition support


• Knowledge of GP practice systems (EMIS/SystmOne)


• Experience supporting vulnerable or hard‑to‑reach patient groups


• Understanding of personalised care and care coordination

Pay: From £27,000\.00 per year

Work Location: In person

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