Job summary
Childwall and Wavertree Primary Care
Network is seeking a proactive and compassionate Care Coordinator to
join our team of PCN care coordinators. This is a non-clinical role working
across seven member GP practices serving over 44,000 patients in South
Liverpool.
The candidate should ideally have previous
experience working in general practice reception or administration (although
this is not essential), be computer literate, have excellent customer service
and communication skills. The candidate should be punctual and able to work as
a team member. You will be required to handle requests from patients and health
care professionals via phone/email/online request and therefore a pleasant and
professional manner is required.
This role is designed to improve communication
between patients and health services within member practices, the primary care
network, community and voluntary sector services. The post holder must be adjustable, as the
role will evolve alongside new innovations in services, technologies and the
NHS.
This post is available as either part time or full time with a minimum of 22.5 hours up to 37.5 hours covering hours between 09:00 - 17:00, Monday-Friday. You will be required to work across our seven
member practices subject to business need.
Main duties of the job
Be a first point of contact for our
patients, whether it be face to face or by the telephone, to offer support and
guidance on choosing the right service at the right tim
Complete administrative tasks behind
the scenes, processing incoming referrals from patients and practices, health
care professionals requests and more
Be friendly and welcoming to all
patients with the ability to remain calm and professional when dealing with
difficult situations
Use our electronic medical record,
EMIS and any evolving technology solutions
Proactively book appointments for our
multi-disciplinary team as required ensuring correct information is provided
Handle all telephone queries/requests
from patients and acting as a liaison between patients, PCN services and staff
in member practices
Participate in in-house training, or
other training as required
Respect and maintain all aspects of
confidentiality relating to Patients and Staff
Any other duties which might
reasonably be expected of the post
About us
Childwall and Wavertree Network is a Primary Care Network (PCN) made of seven well-established practices:
- Valley Medical Centre
- Rutherford Medical Centre
- Penny Lane Surgery
- Greenbank Road Surgery
- Greenbank Drive Surgery
- Lance Lane Medical Centre
- Beacon Health at Mossley Hill Surgery
Our mission is to deliver innovative, high-quality, and compassionate care that meets the needs of our diverse community. We are committed to creating a supportive environment where both patients and staff thrive, recognising that empowered teams drive better health outcomes. Grounded in the strengths of general practice, we work collaboratively across sectors to improve access, reduce health disparities, and deliver care that is inclusive, effective, and forward-thinking.
Our combined patient population is approximately 44,000. We work closely with our community team and other local Healthcare providers that support our neighbourhood.
All practices within the network are teaching practices and pride themselves in providing opportunities for staff to develop. The network is wholly committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all, and staff feel empowered to carry out their duties to the best of their abilities with excellent patient care being at the heart.
Job description
Job responsibilities
Key
Responsibilities
Coordinate and integrate care for patients
Work with the multi-disciplinary team within the PCN to identify
and manage a caseload of patients, and where required and as appropriate, refer
people back to other health professionals within the PCN.
Be a first point of contact for our patients, whether it be face
to face or by the telephone, to offer support and guidance on choosing the
right service at the right time.
Handle administrative tasks behind the scenes, processing incoming
referrals from patients and practices, health care professionals requests and more.
Proactively book appointments for our multi-disciplinary team as
required ensuring correct information is provided.
Handle all telephone queries/requests from patients and acting as
a liaison between patients, PCN services and staff in member practices
Utilise population health intelligence to proactively identify and
work with a cohort of patients to deliver personalised care
Help people to manage their needs through answering queries,
making and managing appointments, and ensuring that people have good quality
written or verbal information to help them make choices about their care, using
tools to understand peoples level of knowledge, confidence in skills in
managing their own health
Identify when action or additional support is needed, alerting a
named clinical contact in addition to relevant professionals, and highlighting
any safety concerns
Support practices to keep care records up-to-date by identifying
and updating missing or out-of-date information about the persons
circumstances
Enable access to personalised care and support
Develop an in-depth knowledge of the local health and care
infrastructure and know how and when to enable people to access support and
services that are right for them
Provide coordination and navigation for residents and their carers
across health and care services, working closely with social prescribing link
workers, health and wellbeing coaches, and other primary care professionals
Provide residents and their families with high-quality information
to aid in making informed choices about their care.
Raise awareness within the PCN of shared decision-making and
decision support tools
Miscellaneous
Establish strong working relationships with GPs and practice teams
and work collaboratively with other care coordinators to enhance the
coordination of care for the patients
Demonstrate a flexible attitude and be prepared to carry out other
duties as may be reasonably required from time to time within the general
character of the post or the level of responsibility of the role, ensuring that
work is delivered in a timely and effective manner
Identify opportunities and gaps in the service and provide
feedback to continually improve the service and contribute to business planning
Contribute to the development of policies and plans relating to
equality, diversity and reduction of health inequalities
Contribute to the wider aims and objectives of the PCN to improve
and support primary care
Aid implementation of the seasonal vaccination programmes such as
COVID-19 and influenza
Professional
Development
Work with your line manager to undertake
continual personal and professional development taking an active part in
reviewing and developing the role and responsibilities
Adhere to organisations policies and
procedures, including confidentiality, safeguarding, lone working,
information governance, and health and safety
Health and
Safety/Risk Management
Must
always comply with the Health and Safety policies, in particular following safe
working procedures and reporting incidents using the organisations Incident
Reporting Systems
Comply
with the Data Protection Act (2018) and the Access to Health Records Act
(1990).
Benefits
Competitive salary and annual leave package
Support for professional development and training
Flexible working options to accommodate work-life balance
Supportive and established team of care coordinators
Job description
Job responsibilities
Key
Responsibilities
Coordinate and integrate care for patients
Work with the multi-disciplinary team within the PCN to identify
and manage a caseload of patients, and where required and as appropriate, refer
people back to other health professionals within the PCN.
Be a first point of contact for our patients, whether it be face
to face or by the telephone, to offer support and guidance on choosing the
right service at the right time.
Handle administrative tasks behind the scenes, processing incoming
referrals from patients and practices, health care professionals requests and more.
Proactively book appointments for our multi-disciplinary team as
required ensuring correct information is provided.
Handle all telephone queries/requests from patients and acting as
a liaison between patients, PCN services and staff in member practices
Utilise population health intelligence to proactively identify and
work with a cohort of patients to deliver personalised care
Help people to manage their needs through answering queries,
making and managing appointments, and ensuring that people have good quality
written or verbal information to help them make choices about their care, using
tools to understand peoples level of knowledge, confidence in skills in
managing their own health
Identify when action or additional support is needed, alerting a
named clinical contact in addition to relevant professionals, and highlighting
any safety concerns
Support practices to keep care records up-to-date by identifying
and updating missing or out-of-date information about the persons
circumstances
Enable access to personalised care and support
Develop an in-depth knowledge of the local health and care
infrastructure and know how and when to enable people to access support and
services that are right for them
Provide coordination and navigation for residents and their carers
across health and care services, working closely with social prescribing link
workers, health and wellbeing coaches, and other primary care professionals
Provide residents and their families with high-quality information
to aid in making informed choices about their care.
Raise awareness within the PCN of shared decision-making and
decision support tools
Miscellaneous
Establish strong working relationships with GPs and practice teams
and work collaboratively with other care coordinators to enhance the
coordination of care for the patients
Demonstrate a flexible attitude and be prepared to carry out other
duties as may be reasonably required from time to time within the general
character of the post or the level of responsibility of the role, ensuring that
work is delivered in a timely and effective manner
Identify opportunities and gaps in the service and provide
feedback to continually improve the service and contribute to business planning
Contribute to the development of policies and plans relating to
equality, diversity and reduction of health inequalities
Contribute to the wider aims and objectives of the PCN to improve
and support primary care
Aid implementation of the seasonal vaccination programmes such as
COVID-19 and influenza
Professional
Development
Work with your line manager to undertake
continual personal and professional development taking an active part in
reviewing and developing the role and responsibilities
Adhere to organisations policies and
procedures, including confidentiality, safeguarding, lone working,
information governance, and health and safety
Health and
Safety/Risk Management
Must
always comply with the Health and Safety policies, in particular following safe
working procedures and reporting incidents using the organisations Incident
Reporting Systems
Comply
with the Data Protection Act (2018) and the Access to Health Records Act
(1990).
Benefits
Competitive salary and annual leave package
Support for professional development and training
Flexible working options to accommodate work-life balance
Supportive and established team of care coordinators
Person Specification
Knowledge and skills
Essential
- Strong organisational skills, including planning, prioritising, time management and record keeping
- Ability to travel across the locality on a regular basis
- Willingness to work flexible hours when required to meet work demands
Desirable
- Familiarity with Microsoft 365 tools (Outlook, Teams, OneDrive)
- Familiarity with EMIS clinical software
- Knowledge of how the NHS works, including primary care and PCNs
Qualifications
Essential
- GCSE grade A* to C (9-4) in English and Maths or equivalent
Desirable
- Qualified to NVQ Level 3 in Health and Social Care - advanced level or equivalent qualifications or working towards
- Enrolled in, undertaking or qualified from appropriate training as set out in Workforce Development Framework for Care Coordinators by the Personalised Care Institute
- Completed customer service training
Experience
Essential
- Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
- Experience of working within multi-professional team environments
Desirable
- Experience of working in a general practice setting
Person Specification
Knowledge and skills
Essential
- Strong organisational skills, including planning, prioritising, time management and record keeping
- Ability to travel across the locality on a regular basis
- Willingness to work flexible hours when required to meet work demands
Desirable
- Familiarity with Microsoft 365 tools (Outlook, Teams, OneDrive)
- Familiarity with EMIS clinical software
- Knowledge of how the NHS works, including primary care and PCNs
Qualifications
Essential
- GCSE grade A* to C (9-4) in English and Maths or equivalent
Desirable
- Qualified to NVQ Level 3 in Health and Social Care - advanced level or equivalent qualifications or working towards
- Enrolled in, undertaking or qualified from appropriate training as set out in Workforce Development Framework for Care Coordinators by the Personalised Care Institute
- Completed customer service training
Experience
Essential
- Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
- Experience of working within multi-professional team environments
Desirable
- Experience of working in a general practice setting
Disclosure and Barring Service Check
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.
