Job description

Job responsibilities

The following are the core responsibilities of the Care Coordinator: Secretary and Communications.

There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload, staffing levels and business need:

The Care Coordinator is responsible for leading our service for patient referrals, supporting clinical administration, maintaining effective communication and relationships with healthcare providers. They will be fundamental in supporting practice communications and service development to ensure high-quality patient care and efficient practice operations.

Referral and Care Coordination

• Develop and maintain strong working relationships with secondary care, community services, and other healthcare providers.
• Maintain up-to-date knowledge of local referral pathways, services, and neighbourhood working initiatives.
• Manage and maintain a comprehensive database of referral pathways, service contacts, and provider information.
• Support clinicians with the processing of electronic referrals using eRS, Ascenda Gateway, and other relevant systems.
• Process urgent and fast-track (2 Week Wait) referrals promptly, ensuring appropriate follow-up and liaison with patients, clinicians, and external services.
• Monitor and report on referral activity, identifying trends and supporting strategic initiatives to improve patient care and access to services.
• Support the review and update of practice protocols in line with current pathways and service developments.

Clinical and Administrative Support

• Provide high-quality administrative and secretarial support to GPs, Partners, and the wider clinical team.
• Prepare and process clinical correspondence, including letters, reports, referrals, and other documentation accurately and confidentially.
• Arrange appointments, investigations, and bookings, liaising with hospitals, service providers, clinicians, and patients as required.
• Action tasks delegated by clinicians and colleagues in a timely manner.
• Manage hospital correspondence and undertake administrative actions relating to incorrect registrations and patients who have left the practice.
• Assist with the preparation and administration of patient care plans under the direction of the clinical team.
• Maintain Continuity of Care and Gold Standards Framework (GSF) registers, working closely with clinical and administrative leads.
• Undertake minute-taking and prepare agendas for meetings when required.
• Complete additional administrative duties as directed by the Partners and management team.

Data Management and Systems

• Ensure accurate, timely, and secure entry of patient information onto EMIS and other practice systems.
• Maintain effective filing and record-management systems, ensuring information is accessible, accurate, and compliant with data protection requirements.
• Support the development and efficient use of digital systems and communication platforms, including BlinxPACO.

Communication and Patient Liaison

• Handle incoming and outgoing telephone calls, responding to enquiries and directing queries appropriately.
• Act as a key point of contact between the practice, patients, hospitals, and external healthcare organisations.
• Promote effective communication between the practice and local healthcare services to support seamless patient care.

Practice Communications and Engagement

• Support the implementation and ongoing development of the practice communication strategy.
• Maintain awareness of national and local healthcare campaigns and coordinate related practice communications.
• Manage the practice content calendar and oversee the planning of communication activities.
• Coordinate and manage practice social media platforms and communications.
• Produce and distribute the practice newsletter.
• Work collaboratively with the Patient Participation Group (PPG) to encourage patient engagement and gather feedback to support service improvement.

General Responsibilities

• Contribute to the continuous improvement of practice services, processes, and patient experience.
• Maintain confidentiality and comply with all practice policies, information governance standards, and regulatory requirements.
• Undertake any other reasonable duties appropriate to the role, as required to meet service needs and business priorities

The list above is not exhaustive and you will be required carry out suitable tasks as directed by the Management.

Person Specification

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting

Qualifications

Desirable

• GCSE Mathematics & English (C or above) or equivalent
• NVQ Level 2 in Health and Social Care

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policies and procedures
• EMIS/SystmOne/Vision user skills

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

The Elms Medical Centre

Address

3 The Elms

Dingle

Liverpool

L8 3SS

United Kingdom

Employer's website

https://www.theelmsmedicalcentre.nhs.uk/ (Opens in a new tab)