Senior Care Co-Ordinator

Job summary
We are seeking an experienced Senior Care Coordinator with the knowledge, skills and confidence to work effectively in a senior position within a busy primary care environment.

The successful candidate will have proven experience in care coordination and a strong understanding of primary care processes. They will be able to work independently, manage competing priorities, deal confidently with complex or sensitive situations, and use their experience and professional judgement to make appropriate decisions.

The role will include supporting and guiding other members of the Care Coordination team, coordinating complex patient care, identifying and resolving issues, and working closely with clinical and non-clinical colleagues. The postholder will be expected to take a proactive approach, contribute to service development and help maintain high standards across the team.

We are looking for someone who can demonstrate the experience, competence, initiative and professional judgement expected of a senior member of the team , rather than someone requiring significant training or supervision to undertake the core responsibilities of the role.

Main duties of the job
The Senior Care Coordinator will play a key role in supporting the effective coordination of patient care and the day-to-day operation of the Care Coordination function.

Key duties include:

• Coordinating patient care, including more complex patient needs, follow-up and appropriate escalation.
• Working closely with clinical and multidisciplinary teams to ensure effective communication and appropriate care pathways.
• Providing guidance and support to Care Coordinators, sharing knowledge and helping maintain consistent standards.
• Managing complex or sensitive queries using experience, initiative and professional judgement.
• Supporting workload prioritisation and ensuring tasks and patient actions are completed appropriately and within expected timescales.
• Identifying opportunities to improve processes, patient experience and the efficiency of the Care Coordination service.
• Acting as a reliable senior point of support for colleagues and taking appropriate ownership of delegated areas of responsibility.

This is a progressive senior role requiring an experienced individual who can work confidently and independently, manage competing priorities and contribute positively to the continued development of the Care Coordination team.

About us
We are a small but passionate and close knit surgery located in Kesgrave, surrounded by affluent and prosperous areas on the outskirts of Ipswich. Our staff and patients are held with the upmost importance and we strive daily to look after them to the highest possible standard. All staff from clinical to non-clinical are offered a well-balanced workload and have full access to a supportive team both in and out of their specialist area.

Embrace Medical Centre itself is a practice using SystmOne clinical system. We are pleased to announce our connection with the new Wolsey PCN, this new collaboration is between a select number of GP practices within the local area.

Job responsibilities
While providing a professional, respectful and efficient call handling and face-to-face service, our Senior Care Coordinators play a key role in helping patients access the right support at the right time. The role requires an experienced individual who can confidently manage a wide range of patient needs, including more complex queries, while supporting the wider Care Coordination team.

The Senior Care Coordinator will use their knowledge, experience and professional judgement to provide advice and guidance to patients and colleagues, signposting and coordinating patients with the most appropriate clinician or service both within and outside the practice.

The post holder will work closely with clinical and non-clinical teams, taking ownership of delegated responsibilities, supporting colleagues and contributing to the effective day-to-day running and continued development of the Care Coordination function.

Below highlights areas of daily duties:
1. Reception and Patient Coordination

• Provide a professional and efficient first point of contact for patients, visitors and healthcare professionals.
• Deal confidently with general and complex enquiries, explaining practice protocols and procedures clearly.
• Book, cancel and rearrange appointments, using knowledge of available services and clinical pathways to ensure patients are directed appropriately.
• Provide advice, information and appropriate signposting to patients and carers.
• Support colleagues with more complex queries and assist with appropriate escalation where required.
• Maintain accurate patient records and uphold confidentiality and data protection requirements.
• Support the team in managing periods of high demand and prioritising workload appropriately.

2. Clinical and Care Coordination

• Coordinate patient care and follow-up, ensuring actions are completed appropriately and within expected timescales.
• Work closely with GPs, nurses, clinicians and the wider multidisciplinary team to support effective patient pathways.
• Manage more complex or sensitive patient queries using appropriate judgement and escalate concerns where necessary.
• Support the Clinical Hub and wider practice teams in ensuring patient requests are directed to the most appropriate service.
• Identify and address issues that may affect patient care, escalating to clinical or management colleagues when appropriate.
• Maintain effective communication between patients, clinicians and external services.

3. Administrative and Medical Support

• Undertake a range of administrative and medical secretary duties, including correspondence, referrals, records and follow-up actions.
• Process referrals and support timely communication with other healthcare providers.
• Maintain accurate electronic and physical records and ensure information is appropriately recorded and accessible.
• Assist with routine and ad-hoc reporting and provide information to support service monitoring and improvement.
• Support the smooth running of practice systems and processes.

4. Prescription Responsibilities

• Process prescription requests in accordance with practice procedures.
• Deal confidently with prescription queries and resolve issues where appropriate, escalating to the relevant clinician when required.
• Communicate effectively with patients, clinicians, pharmacies and other healthcare professionals.
• Support colleagues with prescription-related queries and promote consistent working practices.

5. Senior Responsibilities and Team Support

• Provide day-to-day support, advice and guidance to Care Coordinators, sharing knowledge and experience.
• Act as a point of reference for colleagues when dealing with more complex queries or situations.
• Support the effective allocation and prioritisation of workload within the Care Coordination function.
• Identify opportunities to improve processes, patient experience and team efficiency.
• Take ownership of delegated areas of responsibility and ensure actions are followed through.
• Contribute to team meetings, service development and practice improvement initiatives.
• Work collaboratively with clinical and management teams and contribute positively to the wider practice environment.

The successful applicant will be expected to bring relevant experience to the role and demonstrate the ability to work independently, manage competing priorities and use appropriate judgement. Additional training and development opportunities may be available through the local Training Hub, ICB and other providers.

As a Training Practice, we encourage enhanced learning and development across all roles at Embrace Medical Centre.

This job description provides an overview of the main responsibilities of the role. It is not an exhaustive list, and the post holder may be required to undertake other duties appropriate to the level and nature of the role, as directed by the practice.

Person Specification
Skills
Essential

• Excellent organisational and time-management skills, with the ability to prioritise and manage competing demands in a busy environment.
• Ability to work independently, use initiative and take ownership of tasks and responsibilities.
• Excellent written and verbal communication skills, with the ability to communicate effectively with patients, colleagues and healthcare professionals.
• Strong IT skills and confidence using clinical and administrative systems, Microsoft Office and digital communication tools.
• Ability to handle complex, sensitive or challenging situations with tact, professionalism and discretion.
• Ability to exercise sound judgement and recognise when matters require clinical or management escalation.
• Ability to provide advice, guidance and support to colleagues.
• Strong team-working skills and the ability to work collaboratively across clinical and non-clinical teams.
• Ability to adapt to changing priorities, new processes and evolving ways of working.
• Commitment to maintaining confidentiality, accurate records and high standards of patient care.
• Professional, approachable and compassionate manner when dealing with patients and colleagues.

Experience
Essential

• Significant experience in a Care Coordinator, Patient Coordinator, Medical Receptionist, Medical Administrator or similar healthcare role.
• Experience of working directly with patients in a busy healthcare or customer-facing environment.
• Experience of coordinating patient care, managing queries and supporting appropriate onward referral or signposting.
• Experience of working with clinical and non-clinical colleagues within a healthcare setting.
• Experience of managing competing priorities and working effectively under pressure.
• Experience of dealing with confidential and sensitive information appropriately.
• Experience of using clinical or patient management systems and maintaining accurate patient records.
• Experience of using Microsoft Office, email and other digital systems confidently.
• Demonstrable experience of working independently and using initiative to resolve problems or manage unforeseen situations.
• Experience of supporting or guiding colleagues would be expected at senior level.

Desirable

• Experience of working within NHS Primary Care or a GP practice.
• Previous experience in a senior Care Coordinator or similar senior administrative/coordination role.
• Experience of supporting, mentoring or training colleagues.
• Knowledge of primary care services, referral pathways and multidisciplinary working.
• Experience of working within a clinical hub, care coordination or similar patient navigation environment.
• Experience of contributing to service improvement, reviewing processes or implementing changes to improve patient experience and service efficiency.
• Experience of handling telephone and face-to-face patient queries in a busy primary care environment.

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.