Neighbourhood Service Coordinator

• Handle complex, sensitive and confidential enquiries with discretion and professionalism, adapting communication for different audiences, including senior stakeholders.
• Coordinate multidisciplinary team activity across GP practices, community services and partner organisations.
• Act as a key operational contact for neighbourhood services and care pathways.
• Manage patient appointments, including booking, amending, cancelling and follow-up activity.
• Process and track referrals in line with NHS procedures, including e-RS pathways.
• Maintain accurate patient records using EMIS Web and SystmOne.
• Prioritise clinical and administrative tasks to ensure timely completion.
• Monitor patient flow, service capacity and operational risks, escalating concerns when required.
• Provide administrative support for clinical pathways and programmes, including organising meetings, taking minutes and monitoring actions.
• Produce reports, validate data quality and support performance reporting, patient recall and population health activities.
• Support service improvement and transformation programmes and assist with developing administrative procedures.
• Manage clinical correspondence, provide medical secretarial support and administer rotas.
• Support clinical coding, record management, audits and quality assurance.
• Provide guidance and training on clinical systems and administrative procedures.
• Work independently, managing confidential, time-critical workloads and sensitive situations.

• Contact patients by telephone, SMS, email, and letter regarding appointments and care pathways.
• Book, amend and cancel appointments in accordance with service requirements and patient needs.
• Send appointment reminders and follow up on non-attendance.
• Respond to, investigate and resolve routine and complex patient queries in a professional and timely manner.
• Support pathway administration activities.
• Monitor appointment utilisation and support initiatives to improve patient access and reduce non-attendance.

• Process referrals in accordance with NHS and local policies, standards and pathways.
• Manage e-Referral Service (e-RS) and choose and book processes and referral administration.
• Liaise with providers, clinicians, and patients regarding referral status.
• Track referral progress and ensure outcomes are recorded accurately and within agreed timescales.
• Investigate delayed referrals and liaise with providers, clinicians and patients to facilitate timely progression.
• Escalate pathway concerns, capacity issues and operational risks appropriately.

• Utilise clinical systems including EMIS Web and SystmOne to support service delivery and programme objectives.
• Maintain accurate and comprehensive electronic patient records.
• Ensure data quality, coding accuracy and compliance with organisational standards.
• Support information governance and confidentiality requirements.
• Act as a local resource for administrative staff regarding clinical systems, processes and operational procedures.

• Manage and prioritise clinical and administrative tasks across multiple workstreams.
• Process pathology-related administrative actions and follow-up activities as directed by clinicians.
• Monitor workflow activity to ensure referrals, pathology actions and operational tasks are completed within required timescales.
• Exercise judgement in identifying urgent concerns and determining appropriate escalation routes.

• Produce routine and ad hoc reports from clinical systems, programme databases and other sources.
• Analyse and validate performance data to ensure accuracy, completeness and consistency.
• Identify trends, risks, gaps and opportunities within service performance data.
• Prepare reports and summaries for programme managers, clinical leads and neighbourhood governance groups.
• Support audits, service evaluations and quality improvement initiatives.
• Assist with patient recall programmes and population health management activities.
• Present findings and recommendations to programme and clinical leads.

• Coordinate operational activities across neighbourhood services, multidisciplinary teams and practices.
• Provide oversight and administration of clinical and operational rotas.
• Support service capacity planning and maximise effective utilisation of appointments and resources.
• Identify, investigate and report rota gaps, capacity pressures and scheduling issues.
• Coordinate service changes and communicate updates to stakeholders across organisations.
• Support delivery of neighbourhood priorities, programmes and operational objectives.
• Develop and maintain reporting tools, dashboards and performance monitoring systems to support neighbourhood decision-making.

• Apply and maintain knowledge of clinical coding principles and data quality standards.
• Support accurate coding of patient interactions, diagnoses and outcomes.
• Ensure records are maintained in accordance with NHS and organisational policies.

• Manage clinical correspondence and information requests.
• Prepare, process and distribute clinical letters and documentation.
• Support clinician administration requirements and e-RS related activities.
• Ensure timely filing, tracking and distribution of documentation.

• Support the implementation of new models of care and neighbourhood transformation programmes.
• Identify opportunities to improve administrative processes, referral pathways and patient experience.
• Contribute to the development, review and implementation of standard operating procedures and administrative processes.
• Participate in service redesign initiatives, audits and quality improvement projects.
• Monitor the impact of service improvements and provide feedback to programme leads.
• Lead small-scale service improvement initiatives within administrative and operational processes.

• Provide advice and guidance to colleagues on administrative procedures, referral processes and clinical systems.
• Provide day-to-day guidance and support to new and existing administrative staff.
• Share best practice and contribute to continuous improvement across neighbourhood services.

Essential

• NVQ Level 3 qualification, preferably in healthcare or business administration, or equivalent experience.
• Experience of working in a GP Practice, Primary Care Network, community service or NHS healthcare environment.
• Experience coordinating services, patient pathways or multidisciplinary teams.
• Experience using EMIS Web and/or SystmOne.
• Experience managing referrals and appointment systems.
• Experience dealing directly with patients, clinicians and healthcare professionals.
• Experience providing administrative support within a clinical environment.
• Experience producing reports and managing healthcare data.
• Experience of NHS referral pathways and appointment management processes.
• Experience of e-Referral Service processes and clinical administration workflows.
• Understanding of information governance, confidentiality and data protection requirements.

Desirable

• Experience supporting service transformation or improvement programmes.
• Knowledge of population health management approaches.
• Understanding of integrated neighbourhood working and multidisciplinary models of care
• Experience of rota management and workforce coordination.
• Knowledge of clinical coding principles.

Essential

• Demonstrates a patient centred approach to service delivery.
• Works professionally with honesty, integrity and accountability.
• Promotes teamwork and collaborative working across services.
• Demonstrates compassion, respect and inclusivity in all interactions.
• Maintains confidentiality and professional standards at all times.
• Committed to continuous improvement and delivering high quality services.
• Takes ownership of work and acts proactively to resolve issues.

Desirable

• Demonstrates a positive attitude towards change and innovation.
• Supports service development and transformation initiatives.
• Acts as a role model for best practice and collaborative working.

Essential

• Excellent organisational and time management skills.
• Provide administrative and coordination support to service improvement initiatives.
• Problem-solving skills and ability to escalate issues appropriately.
• Ability to compile, maintain and present routine reports.
• Strong communication and interpersonal skills.
• Ability to build effective working relationships with patients, clinicians and partner organisations.
• Accurate data entry, record keeping and administrative skills.
• Competence in Microsoft Office applications.
• Ability to prioritise referrals, tasks and workload effectively.
• Ability to maintain accuracy when working under pressure.
• Competence in the use of EMIS Web, SystmOne and electronic referral systems.
• Maintain stock controls for the Neighbourhood Team

Desirable

• Advanced reporting and data analysis skills.
• Experience supporting audits and quality improvement projects.
• Experience delivering training or supporting staff induction.
• Knowledge of service performance monitoring and operational planning.