Patient Engagement Coordinator

• Proactively contact patients by telephone, text message, and other approved communication methods to encourage attendance for NHS health reviews and appointments.
• Support the recall and booking process for patients requiring Long Term Condition reviews, cancer screenings, immunisations, health checks, and other preventative care services.
• Communicate the importance and benefits of attending appointments in a clear, professional, and empathetic manner.
• Respond to patient queries and concerns, helping to overcome barriers to engagement and access to healthcare.
• Accurately book appointments and manage clinic schedules in line with practice protocols.
• Update patient records and document all interactions accurately using the practice clinical system.
• Work collaboratively with GPs, nurses, healthcare assistants, and administrative staff to improve patient participation and service uptake.
• Monitor and report on patient engagement activity, recall performance, and appointment booking outcomes.
• Maintain confidentiality and comply with NHS information governance, safeguarding, and data protection requirements.Contribute to practice quality improvement initiatives aimed at enhancing patient access, experience, and health outcomes.

• Contacting patients by telephone, text message, or other approved communication methods to promote attendance at clinical reviews and appointments.
• Booking, rearranging, and managing appointments in accordance with practice procedures.
• Explaining the purpose and importance of healthcare reviews, screenings, and vaccinations in a clear and professional manner.
• Accurately recording patient interactions and updating records using the practice clinical system.
• Supporting the delivery of recall and call/recall programmes across multiple clinical areas.
• Monitoring appointment uptake and following up with patients where required.
• Maintaining patient confidentiality and complying with NHS information governance requirements.
• Working towards agreed objectives and contributing to practice performance targets.
• Attending regular team meetings, training sessions, and performance review meetings to support continuous improvement and professional development.
• Undertaking any other administrative duties appropriate to the role as requested by the Business Manager.

Desirable

• Familiarity with EMIS Web or other NHS clinical systems.
• Understanding of Long Term Condition management and recall processes within primary care.
• Knowledge of NHS screening and immunisation programmes.

Desirable

• Previous experience working in a GP practice, primary care, or NHS setting.
• Experience of managing patient appointments and recall programmes.
• Experience undertaking high-volume outbound calling.
• Ability to explain healthcare information in a clear and accessible manner.
• Experience using EMIS Web or similar clinical systems.

Essential

• Excellent communication and interpersonal skills.
• Ability to engage confidently with patients from diverse backgrounds.
• Strong telephone manner and active listening skills.
• Ability to manage difficult conversations professionally and sensitively.
• Good organisational and time-management skills.