Primary Care Care Co-ordinator

Job responsibilities

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

Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.

Answering incoming phone calls, transferring calls, or dealing with the callers requests appropriately.

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Manage all queries as necessary in an efficient manner.

Regularly liaise with the range of multidisciplinary professionals and colleagues involved in the persons care, facilitating a coordinated approach, and ensuring everyone is kept up to date so that any issues or concerns can be appropriately addressed and supported.

Establish strong working relationships with GPs and practice teams and work collaboratively with other care coordinators, social prescribing link workers and health and wellbeing coaches, supporting each other, respecting each others views, and meeting regularly as a team.

Identify opportunities and gaps in the service and provide feedback to continually improve the service and contribute to business planning.

Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.

Support patients to utilise decision aids in preparation for a shared decision-making conversation.

Holistically bring together all a persons identified care and support needs and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person.

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.

Support people to take up training and employment and to access appropriate benefits where eligible.

Support PCN staff and patients to understand their level of knowledge, skills, and confidence (there Activation level) when engaging with their health and wellbeing, including using the Patient Activation Measure.

Assist people to access self-management education courses, peer support or intervention that support them in their health and wellbeing and increase their activation level.

Explore and assist people to access personal health budgets where appropriate.

Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care professionals.

Support the coordination and delivery of MDTs within the PCN.

Secondary requirements:

Work with the GPs and other primary care professionals within the PCN to identify and manage a caseload of patients, and where required as appropriate, refer to other health professionals within the PCN.

Raise awareness within the PCN of shared decision making and decision support tools.

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.

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• Healthcare qualification (level 2) or working towards gaining equivalent level
• Customer service qualification (NVQ) or equivalent

Experience

Essential

• Experience of working in a primary care environment
• Experience of working with the public
• Experience of working in a healthcare setting

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure
• Knowledge of how the NHS works, including primary care and PCNs

Desirable

• Competent in the use of Office and Outlook
• SystmOne user skills
• Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional, and social

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Problem-solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure/in stressful situations
• Able to communicate effectively and understand the needs of the patient
• Effectively utilise resources
• Punctual and committed to supporting the team

Other requirements

Essential

• Willingness to work flexible hours when required to meet work demands
• Meets DBS reference standards and criminal record checks

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).