Job summary
We are seeking a compassionate and organised individual to be our first Patient Care Coordinator, acting as a dedicated guide for our patients.You will ensure a seamless journey from referral to discharge, serving as the link between our patients and our clinical team, ensuring we deliver an exceptional care experience.
This is a full-time hybrid role. You will typically be required to work from our Leyton office three days per week - more important initially, as you onboard to the role. We are open to discussing alternative arrangements for the right candidate. You will report to the Executive Chair and work closely with the Clinical Director.
Main duties of the job
Patient Communication & Support
Act as the compassionate first point of contact for all patient enquiries via telephone and email.
Manage the onboarding process for new patients, welcoming them to the service and explaining the next steps.
Respond to incoming queries promptly, providing clear advice and support to patients throughout their journey.
Pathway Coordination
Manage the intake of new referrals and monitor patient progress to ensure a seamless journey from referral to discharge.
Lead appointment scheduling for remote and in-person clinics, aligned with clinician availability, and handle rescheduling or cancellations efficiently.
Maintain accurate patient records within the Electronic Patient Record (EPR), ensuring data quality and strict adherence to confidentiality and GDPR.
MDT & Operational Support
Provide comprehensive administrative support for Multidisciplinary Team (MDT) meetings and Clinical Operations meetings.
Manage written and verbal correspondence with GPs and other healthcare professionals, including the management of clinic letters and information requests.
Service Improvement & Feedback
Actively capture feedback from patients, their families, and carers regarding their experience with Pastel Health.
Handle initial patient complaints or concerns with empathy and tact, escalating issues where necessary.
Support service improvement initiatives, helping the team continuously enhance the quality of care delivered.
About us
Millions of people in the UK live with chronic pain, a burden that affects every part of their lives. Yet the journey to access the care they need can take years. Pastel Health is here to change that; we offer compassionate, multidisciplinary care that helps patients get their lives back on track.
Our mission is to transform the lives of people living with chronic pain whilst making clinical work more fulfilling. This commitment is at the heart of everything we do.
We are a start-up, building as we go. This can mean embracing ambiguity, working at pace, and adapting quickly. The journey ahead will be exciting, rewarding, and rich with opportunities for you to make an impact and progress professionally. This will excite you, as it does us.
Who we are seeking
If the following sounds like you, we know youll be a great fit here:
- You care deeply about patients, recognising that how you deliver care is as important as what you deliver.
- You love working in a team, learning from and teaching those around you.
- You think differently, understanding that we need fresh approaches to solve access challenges and improve outcomes.
- You make a difference and want to work in a place where others do too.
Job description
Job responsibilities
Patient Communication & Support
Act as the compassionate first point of contact for all patient enquiries via telephone and email.
Manage the onboarding process for new patients, welcoming them to the service and explaining the next steps.
Respond to incoming queries promptly, providing clear advice and support to patients throughout their journey.
Pathway Coordination
Manage the intake of new referrals and monitor patient progress to ensure a seamless journey from referral to discharge.
Lead appointment scheduling for remote and in-person clinics, aligned with clinician availability, and handle rescheduling or cancellations efficiently.
Maintain accurate patient records within the Electronic Patient Record (EPR), ensuring data quality and strict adherence to confidentiality and GDPR.
MDT & Operational Support
Provide comprehensive administrative support for Multidisciplinary Team (MDT) meetings and Clinical Operations meetings.
Manage written and verbal correspondence with GPs and other healthcare professionals, including the management of clinic letters and information requests.
Service Improvement & Feedback
Actively capture feedback from patients, their families, and carers regarding their experience with Pastel Health.
Handle initial patient complaints or concerns with empathy and tact, escalating issues where necessary.
Support service improvement initiatives, helping the team continuously enhance the quality of care delivered.
Job description
Job responsibilities
Patient Communication & Support
Act as the compassionate first point of contact for all patient enquiries via telephone and email.
Manage the onboarding process for new patients, welcoming them to the service and explaining the next steps.
Respond to incoming queries promptly, providing clear advice and support to patients throughout their journey.
Pathway Coordination
Manage the intake of new referrals and monitor patient progress to ensure a seamless journey from referral to discharge.
Lead appointment scheduling for remote and in-person clinics, aligned with clinician availability, and handle rescheduling or cancellations efficiently.
Maintain accurate patient records within the Electronic Patient Record (EPR), ensuring data quality and strict adherence to confidentiality and GDPR.
MDT & Operational Support
Provide comprehensive administrative support for Multidisciplinary Team (MDT) meetings and Clinical Operations meetings.
Manage written and verbal correspondence with GPs and other healthcare professionals, including the management of clinic letters and information requests.
Service Improvement & Feedback
Actively capture feedback from patients, their families, and carers regarding their experience with Pastel Health.
Handle initial patient complaints or concerns with empathy and tact, escalating issues where necessary.
Support service improvement initiatives, helping the team continuously enhance the quality of care delivered.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- NVQ Level 3 in Business Administration, Customer Service, or equivalent experience
Skills and Competencies
Essential
- Able to communicate complex or sensitive personal information clearly and sensitively, verbally and in writing, with a wide range of patients, including in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients)
- Able to work independently, managing own workload and prioritising tasks
- High level of emotional intelligence and resilience, with the ability to maintain professionalism when supporting patients
- Advanced keyboard skills and competent use of IT systems, including Google Workspace and Microsoft Office, and the ability to learn new digital systems
- Demonstrable understanding of and commitment to safeguarding principles
Experience
Essential
- Experience in a healthcare administrative or patient-facing role
- Experience working in a fast-paced, fast-changing environment
- Experience supporting a Multidisciplinary Team (MDT)
- Experience using Electronic Patient Record systems (EPR)
Additional Requirements
Essential
- Right to work in the UK
- Standard DBS clearance
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- NVQ Level 3 in Business Administration, Customer Service, or equivalent experience
Skills and Competencies
Essential
- Able to communicate complex or sensitive personal information clearly and sensitively, verbally and in writing, with a wide range of patients, including in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients)
- Able to work independently, managing own workload and prioritising tasks
- High level of emotional intelligence and resilience, with the ability to maintain professionalism when supporting patients
- Advanced keyboard skills and competent use of IT systems, including Google Workspace and Microsoft Office, and the ability to learn new digital systems
- Demonstrable understanding of and commitment to safeguarding principles
Experience
Essential
- Experience in a healthcare administrative or patient-facing role
- Experience working in a fast-paced, fast-changing environment
- Experience supporting a Multidisciplinary Team (MDT)
- Experience using Electronic Patient Record systems (EPR)
Additional Requirements
Essential
- Right to work in the UK
- Standard DBS clearance
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.
