Primary Care Network (PCN) Care Coordinator

Job description

Job responsibilities

Purpose of the Role

The Primary Care Network (PCN) Care Coordinator plays a pivotal role in ensuring patients across the network receive optimal, patient-centred care and services. The post-holder will work closely with GP practices and multidisciplinary teams (MDTs) to facilitate seamless care delivery, monitor performance against key metrics, and support clinical and operational priorities across the PCN.

Key responsibilities include ensuring the accuracy and completeness of clinical coding, conducting regular audits, managing Ardens recalls, and leading Quality and Outcomes Framework (QoF) projects. The Care Coordinator will assist in compiling patient priority lists for reviews and support Clinical Directors and GPs in delivering timely, coordinated care planning, audit preparation, and service access across the PCN. The role also supports digital health initiatives, Integrated Investment Fund (IIF) monitoring, and broader administrative functions as required.

Key Duties and Responsibilities

The post-holder will be responsible for, but not limited to, the following:

1. Collaborating with GPs and primary care professionals to manage a defined caseload of patients.
2. Working in close partnership with Social Prescribing Link Workers to support holistic patient care.
3. Assisting patients in utilising decision aids and contributing to the development of personalised care and support plans in line with best practice.
4. Supporting Clinical Directors and other clinical leads in the implementation and delivery of Directed Enhanced Services (DES) specifications.
5. Facilitating patient queries, appointment scheduling, and care navigation using digital tools as well as communication regarding appointments.
6. Coordinating MDTs and ensuring effective communication across health and care providers including minute taking for meetings.
7. Applying local guidance to manage patient treatment resources effectively and suggesting process improvements where appropriate.
8. General cleaning duties within PCN Hub.

1. Contributing to quality improvement activities through clinical audit, risk management, and participation in governance structures.
2. General Reception duties including greeting patients and communication regarding appointments.
3. Building effective relationships with external agencies to meet patient needs comprehensively.
4. Meeting internal and external deadlines for audit submissions, ensuring timely and accurate data reporting to secure funding.
5. Supporting pharmacy technicians in monitoring IIF and QoF metrics and distributing patient lists for administrative or clinical follow-up.
6. Sending call and recall communications for DES-related initiatives, including invitations to high-risk patient groups and proactive outreach to address health inequalities.

Confidentiality

The post-holder will have access to confidential information relating to patients, staff, and organisational matters. This information must be treated with strict confidentiality and handled in accordance with current data protection and information governance policies.

1. Maintain the confidentiality of all patient information in line with legal and regulatory requirements.
2. Demonstrate respect for patient privacy in all communications and interactions.

Data Protection

1. Handle all data in a fair and lawful manner, ensuring it is used only for authorised purposes.
2. Disclose data only to authorised individuals and organisations. Any breach of confidentiality may lead to disciplinary action.
3. Ensure all use of personal data is in accordance with the Data Protection Act 2018 and GDPR guidelines.

Safeguarding Adults and Children

The post-holder has a duty to safeguard and promote the welfare of vulnerable adults and children. Responsibilities include:

1. Recognising and appropriately responding to safeguarding concerns.
2. Understanding and following local policies and procedures for safeguarding.
3. Supporting investigations related to safeguarding issues.
4. Attending mandatory safeguarding training and updates appropriate to the role.

Health and Safety

The post-holder is expected to support a safe working environment and adhere to all organisational health and safety policies:

1. Use personal security systems in accordance with practice protocols.
2. Adhere to the Lone Working policy when conducting home visits.
3. Identify and mitigate risks associated with daily duties.
4. Comply with infection control measures and maintain a clean, hazard-free workspace.
5. Report potential hazards or safety breaches promptly.
6. Attend all required health and safety training, including infection prevention measures.

Equality and Diversity

The post-holder must support and promote equality and diversity for patients, carers, and colleagues by:

1. Acting consistently with organisational procedures and relevant legislation.
2. Demonstrating respect for privacy, dignity, and individual needs.

Flexibility and Additional Duties

1. The post-holder must adopt a flexible approach to duties, which may evolve based on organisational requirements.
2. Duties may include supporting events, attending meetings, or travelling to other PCN sites.
3. This job description may be reviewed and amended in consultation with the post-holder in response to service or organisational changes.

Travel Requirements

The post-holder will be required to travel between sites within the PCNs geographic area. A full UK driving licence is essential. Occasional travel beyond the PCN area may be required to support events or meetings.

General Responsibilities

1. Adhere to all relevant organisational policies, procedures, and codes of practice.
2. Ensure full compliance with data protection legislation and organisational confidentiality policies.
3. Participate in mandatory training and professional development activities.
4. Report risks and incidents using the organisations reporting procedures.
5. Work in line with quality and governance frameworks to ensure service excellence.

Person Specification

Experience

Essential

• Administrative Experience
• Previous experience in an administrative or clerical role (usually 612 months minimum).
• Familiarity with filing, data entry, document handling, and office systems.
• Customer Service
• Experience dealing with the public, patients, or service users in person or via telephone/email.
• Ability to communicate clearly and sensitively.
• Use of IT Systems
• Competent in Microsoft Office (Word, Excel, Outlook).
• Experience with electronic records systems (e.g., SystmOne, EMIS, or similar NHS systems) is often desirable.
• Team Working
• Demonstrated ability to work effectively within a team environment.

Desirable

• Experience in a Healthcare Setting
• Prior work in a GP surgery, hospital department, or other healthcare environment.
• Understanding of patient confidentiality, safeguarding, and NHS values.
• Knowledge of Medical Terminology
• Especially helpful for roles involving typing, referrals, or records handling.
• Appointment Booking or Referral Systems
• Experience using Choose and Book/e-Referral Service (e-RS) or similar.

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.

Employer details

Employer name

Maidstone Central PCN

Address

Maidstone Central PCN

10A Northumberland Court

Maidstone

Kent

ME15 7LN

Employer's website

http://www.themedicalcentregroup.co.uk (Opens in a new tab)