Care Co-ordinator

• Work with GPs and other primary care professionals to identify and support patients requiring coordinated care.
• Manage and coordinate patient requests, appointments, referrals and follow-up.
• Support online triage and care navigation processes.
• Process NHS 111 and EMIS tasks in accordance with Practice procedures.
• Support the management of Docman workflows and appointment-booking requests.
• Respond proactively and professionally to patient queries.
• Signpost patients to appropriate clinical, community and support services.
• Work collaboratively with the wider multidisciplinary team.
• Support personalised care and support planning where appropriate.
• Use Practice systems and digital tools to support patient navigation and care coordination.
• Maintain accurate, clear and contemporaneous patient records.
• Ensure all documentation and information handling comply with Information Governance and UK GDPR requirements.
• Recognise and escalate urgent, clinical, complex or safeguarding concerns appropriately.
• Work within the boundaries of the Care Co-ordinator role and not make clinical decisions outside the scope of the post.
• Contribute to the effectiveness of the team and the development of Practice services.
• Undertake any other appropriate duties consistent with the nature and scope of the role.

• Excellent communication and interpersonal skills.
• A professional, approachable and patient-focused manner.
• Strong organisational and time-management skills.
• The ability to manage competing priorities and work accurately under pressure.
• The ability to develop effective working relationships with patients and multidisciplinary colleagues.
• Experience in a patient-facing, customer-service, healthcare or public-facing role.
• Good IT skills and the ability to learn and use clinical and administrative systems.
• An understanding of confidentiality, Information Governance and data protection.
• The ability to work independently while contributing effectively as part of a team.
• An understanding of professional boundaries and when concerns need to be escalated.

Essential

• Excellent communication and interpersonal skills.
• Ability to communicate effectively and sensitively with patients, carers and colleagues.
• Strong organisational and time-management skills, with the ability to prioritise a busy and varied workload.
• Ability to work accurately under pressure and manage competing demands.
• Ability to work effectively both independently and as part of a multidisciplinary team.
• Good IT skills and confidence using electronic systems.
• Experience of working in a patient-facing, healthcare, customer-service or other public-facing environment.
• Ability to build effective working relationships with GPs, healthcare professionals and administrative colleagues.
• Understanding of confidentiality, data protection and Information Governance requirements.
• Ability to maintain accurate records and handle sensitive information appropriately.
• A professional, caring and patient-focused approach.
• Ability to recognise when an issue is outside the scope of the Care Co-ordinator role and escalate appropriately.

Desirable

• Previous experience of working within primary care, general practice or the wider NHS.
• Previous experience in a Care Co-ordinator, care navigation or similar patient-support role.
• Experience of working with a multidisciplinary team (MDT).
• Experience of supporting patients with care coordination, appointments and personalised care planning.
• Knowledge of primary care services and the wider health and social care system.
• Experience using EMIS, Docman or similar clinical/administrative systems.
• Experience of online triage and digital care-navigation systems.
• Understanding of Primary Care Networks (PCNs) and the Care Co-ordinator role within primary care.
• Knowledge of Information Governance, confidentiality and UK GDPR within a healthcare environment.
• Experience of signposting patients to appropriate services and working with other health and community organisations.
• Willingness to undertake further training and development relevant to the role.