Job responsibilities

The following are the core responsibilities of the PCN Care Coordinator. There may, on occasion, be a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Strategic

• Support the PCN with patient call/recall, appointment booking and proactive reminders via texts, telephone, and letters.
• Work with the PCN to identify and manage patient caseloads and support personalised care.
• Be the point of liaison for patients and carers/relatives, and interface with health and social care professionals.
• Provide coordination and navigation for patients and carers/relatives across health and care services, alongside other PCN staff and other primary care roles.
• Support the delivery of enhanced services and other PCN service requirements.
• Contribute to tackling inequalities in health and social care particularly regarding patients with long-term conditions.
• Run searches and reports using the clinical system, EMIS Web.
• Support the coordination of and manage the administrative functions of MDTs.
• Provide ad hoc support to the PCN team and clinical leads.
• Provide administrative support (i.e. DOCMAN, patient registrations) to PCN member practices as required.
• Prepare and produce reports, spreadsheets, and presentations as required.

Communication

• Provide face-to-face support to patients attending PCN practices and local community venues, including welcoming and checking in patients, responding to queries, and providing information and signposting to appropriate services.
• Respond to telephone and email enquiries, and patient call backs in a timely manner.
• Help patients to manage their care needs, answering their queries and supporting them to make and manage appointments.
• Follow-up with patients who do not attend appointments.
• Communicate effectively with patients and carers/relatives, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural backgrounds, and preferred ways of communicating.
• Provide written or verbal information to patients and carers/relatives on behalf of clinicians and services.
• Record clear, accurate and contemporaneous notes, and coding in patients' medical records.
• Develop and maintain effective working relationships with internal and external stakeholders.
• Liaise with outside agencies and local community centres to help coordinate pathways of care for patients.
• Send out mail merges and bulk texts to patients for a number of campaigns, i.e., flu vaccinations, cancer screening.
• Obtain, collate, and evaluate patient feedback.

Quality Improvement

• Review the completeness and accuracy of data entered in clinical systems.
• Support the CHE / PCN team with data reconciliation.
• Perform data quality checks and correct any errors identified.

Key Relationships

• Internal PCN executive team, PCN clinical directors, PCN clinical leads, PCN member practices, PCN workforce, MDT members.
• External WNL ICB, Local providers (C&I, CNWL, RFL, LBC, UCLH), GP Federations, PCNs, PPGs, Suppliers.

Person Specification

Skills/Abilities

Essential

• Excellent communication (both oral and written) and interpersonal skills
• Ability to work under pressure in a busy working environment and ability to multi-task
• Ability to work as a member of a team
• Ability to work autonomously
• Ability to work collaboratively within a multi-disciplinary environment
• Attention to detail
• Ability to use own initiative to resolve problems
• Excellent time management skills with the ability to re-prioritise
• Excellent IT skills including Microsoft Office
• Good telephony and email skills
• Excellent organisational skills
• Ability to meet deadlines and work under pressure
• Experience providing advice/signposting to users
• Open to innovation and new ways of working

Desirable

• Ability to provide motivational coaching to support behaviour change
• Experience or training in personalised care and support planning
• Understands good clinical and information governance
• Touch typing

Qualifications

Essential

• GCSE Maths and English
• Educated to A level / NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
• Evidence of continued professional development

Desirable

• Educated to degree level in relevant subject or equivalent level qualification or significant experience of working at a similar level in specialist area
• ECDL qualification
• Additional language skills (e.g. Bengali)

Experience

Essential

• Experience in creating and maintaining Excel spreadsheets, and databases
• Experience of administrative duties
• Experience in auditing
• Experience in dealing with sensitive and confidential information
• Knowledge/familiarity with medical terminology

Desirable

• Experience of interacting with patients, clients or customers, both face-to-face and over the telephone
• Experience of working in the NHS, including either in Primary Care, or with close ties to Primary Care
• Experience in using EMIS Web and constructing EMIS Web searches and reports
• Experience in using Accurx, Surgery Connect and DOCMAN
• Experience of training in personalised care and support planning

Other requirements

Essential

• Ability to travel and work across various PCN practices and community venues, where applicable
• Ability to work flexibly to meet the needs of patients and the PCN
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