Care Co-Ordinator (Bank)

NHS; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider is seeking a Bank Care Co-ordinator in London to enhance patient care coordination. The role involves supporting clinical teams, managing referrals, and maintaining effective communication with patients and healthcare professionals. Candidates should be proactive, detail-oriented, and possess strong IT and communication skills relevant to a clinical environment.

Qualifications

• Experience in clinical admin team settings.
• Ability to work independently and proactively.
• Practical experience with computerised recording systems.

Responsibilities

• Manage referrals and coordinate care for vulnerable patients.
• Provide information to patients about care decisions.
• Support and collaborate with clinical teams.

Skills

Communication

IT skills

Time Management

Interpersonal Skills

Education

GCSEs in Mathematics

Medical Assistant Training or equivalent

Tools

EMIS

Docman

EDTs

eReferrals

Job description

Work with a clinical team to support coordination and personalized care for that team's cohort of patients. This will involve ensuring a smooth patient pathway between primary care and secondary care/community services through:

Main duties of the job

• Administrative activities that support coordinated care, e.g., chasing hospital reports, workflow documents, actioning follow-up requests, scanning/workflow of urgent incoming correspondence, and highlighting to the clinical team as appropriate.
• Electronic Referral Service administration - managing the process from creating a URBN, booking appointments, and attaching referral letters.
• Liaison with patients and community/hospital staff as appropriate.

About us

We are a friendly, supportive, and progressive practice operating in spacious and modern premises in Putney, close to the high street.

We are looking for a Bank Care Co-Ordinator to provide professional and efficient services to support our patients and colleagues.

Previous primary care experience is an advantage, and knowledge of using EMIS WEB is desirable.

We welcome applications from all those who are committed, reliable, calm, enthusiastic, flexible, proactive, and have great attention to detail. Good telephone and face-to-face manners are essential, as well as the ability to interact with patients politely and sympathetically.

Job responsibilities

Key Attributes

• Ability to work autonomously as well as part of a team.
• Demonstrate initiative, empathy, and problem-solving skills, along with strong communication and negotiation skills at all levels.
• Engage professionally, applicable to this role.
• Support and collaborate with colleagues and teams within the organization, including Physicians Associates, Clinical Pharmacists, Reception teams, and Management Leads.

Main Duties:

1. Provide information to patients and carers to support them in making care decisions, including self-management, investigation results, and ongoing care arrangements.
2. Be fully familiar with electronic systems such as EMIS, Docman, EDTs, Scanning, EPS Tracker, Cerner Portal, and E-Referrals Service.
3. Clinical coding and workflow management of actions in EMIS and DOCMAN incoming documents.
4. Prioritize work and manage requests for action or information, including follow-up, according to timescales.
5. Exercise judgment on when to deal with queries personally or escalate, based on guidelines and support.
6. Build and maintain professional relationships within and outside the practice to improve service effectiveness.
7. Manage referral enquiries, from creating URBNs to booking appointments and attaching referral letters.
8. Act as a point of contact for complex administrative queries and respond professionally.
9. Coordinate care proactively for vulnerable patients, those on the EOLC register, and with severe frailty or multiple long-term conditions.
10. Support MDT meetings through organization, minutes, and action follow-up.
11. Assist with administrative duties, managing workload, emailing, scanning, and workflowing to hospitals, doctors, and patient files.
12. Liaise daily with clinicians, patients, hospitals, pharmacies, and other health professionals.
13. Support navigation of patient requests to ensure continuity of care.
14. Manage GP Link reports, including FP22s and FP69s.
15. Workflow urgent incoming emails and respond timely.
16. Support the On the Day Hub on a rotational basis.
17. Perform other delegated duties as required and participate in team meetings.
18. Communicate confidently, professionally, and maintain confidentiality at all times.
19. Support and mentor other staff as appropriate.
20. Be flexible with workload and support other organizational functions as needed.

Person Specification

Experience

• Experience in clinical admin team settings.
• Ability to work independently and proactively.
• Experience within a General Practice environment.
• Practical experience with computerised recording systems like Docman and EDTs.
• Experience with Prescription Processing, including EPS.

Qualifications

• GCSEs in Mathematics and Medical Assistant Training or equivalent.

Skills

• Excellent written and oral communication skills.
• IT skills aligned with clinical processes, including eReferrals.
• Proficient in EMIS clinical system.
• Strong time management skills and ability to meet deadlines.
• Interpersonal skills for effective communication.

Knowledge

• Understanding of a General Practice environment in detail.