Care Coordinator

Honiton Surgery; Honiton; On-site; GBP 14,000 - 22,000; Part time

Job summary

Honiton Surgery is seeking a friendly Care Coordinator to join a busy GP practice in Honiton. The role is patient-facing, coordinating care and ensuring timely access to the right clinician, with strong IT skills and accurate information handling.

You will work across clinical and administrative teams, acting as a main point of contact for patients in person, by phone and online, while upholding confidentiality and professional standards.

Qualifications

• Must have GCSE English and Maths (A-C).
• 12+ months experience in a similar role in healthcare.
• Excellent communication and IT confidence.

Responsibilities

• Care navigation to direct patients to the right clinician or service.
• Coordinate patient care for long-term conditions and recalls.
• Accurate coding of information into patient records.
• Process prescriptions safely and in line with protocols.
• Manage patient communication via phone, online, and in-person.
• Support workflow with scanning, coding, tasks and admin duties.
• Liaise with clinical teams to ensure actions are completed.
• Book appointments and contact patients when needed.
• Maintain confidentiality and follow practice procedures.

Skills

Communication skills

IT skills

Education

GCSE English and Maths

Tools

SystmOne Clinical System

MS Office

Job description

Care Coordinator 26 hours per week - 12-month fixed term contract

We are looking for a friendly, motivated and IT confident Care Coordinator to join our busy GP practice in Honiton. This is a patient facing and coordination role where excellent communication, accuracy and professionalism are essential.

Hours

This role includes some long working days, in line with GP practice opening hours 08:00-18:30. We are recruiting for a parttime role with the following potential working pattern:

Monday 14:00 - 18:00 (4 hours)

Tuesday 8:00 - 6:00 (9 hours)

Wednesday 14:00 - 18:00 (4 hours)

Thursday - 14:00 - 18:00 (4 hours)

Friday - 8:00 - 6:00 (9 hours)

Flexibility for holiday/sickness cover is appreciated.

Interview date : TBC

Main duties of the job

As a Care Coordinator, you will support patients through their care journey, ensuring they receive the right care, at the right time, with the right clinician. You will work closely with the clinical and administrative teams to coordinate care, manage information, and support practice processes.

You will be a key point of contact for patients in person, by phone and online. Helping them understand next steps, navigate services and complete required actions.

Key responsibilities

• Care navigation using practice protocols to direct patients to the right clinician or health care service.
• Coordinating patient care for longterm conditions, followups, recalls and ongoing care plans.
• Accurate coding of information into patient records.
• Processing prescriptions safely and accurately in line with practice protocols.
• Managing patient communication via phone, online requests and facetoface contact.
• Supporting workflow including scanning, coding, tasks and administrative processes
• Liaising with clinical teams to ensure actions are completed.
• Booking appointments and contacting patients where required.
• Maintaining confidentiality and following practice procedures at all times.
• Providing general support to GPs, management team and wider practice team.

About us

Honiton Surgery has a highly committed and friendly team of GP Partners, Salaried GPs, Advanced Nurse Practitioners, Allied Health Professionals, Clinical Pharmacists, a multiskilled Practice Nursing Team and Clinical Research Team. We have a strong and supportive Management and Administrative Teams.

We have a reputation for proving excellent care to our 18,000 patients and are rated Good by the CQC.

We are the lead practice for our PCN, working collaboratively with two other practices, Sid Valley Practice and Coleridge Medical Centre. We have developed a wider range of PCN teams and roles, including, Mental Health and Wellbeing Team, First Contact Physiotherapists, Clinical Pharmacists and Pharmacy Technicians. Through the PCN we are also developing a Practice Nursing Network, led by our Lead PCN Nurse.

Job responsibilities

JOB SUMMARY:

To ensure patient information is added to the patient record from appropriate sources and coded accurately.

To ensure, safe, accurate and timely processing of prescriptions to patients according to the practice protocols.

To facilitate patients in accessing the appropriate service or healthcare professional to best meet their needs in a courteous, efficient, and effective way, projecting a positive and friendly image of Honiton Surgery.

Provide support to Doctors, Practice Manager, Operations Manager, Finance Manager, and other staff in the pursuit of their duties.

JOB RESPONSIBILITIES:

Scanning of electronic and paper documents utilising the SystmOne Clinical System and to accurately code to patient records according to Surgery protocols.

To process repeat prescriptions, ensuring safe, accurate and timely supply of prescribed medication to our patients. Undertaking medicines reconciliation in accordance with the practice protocols and to update patients medical records and prescriptions accordingly.

Maintain effective liaison with practice staff and outside agencies concerned with patient care with appropriate regard to confidentiality.

To provide administrative support to Clinicians and colleagues in the workflow team.

Care navigate patients requests using the correct guidelines to ensure all requests are dealt with according to Surgery protocols and in accordance with the patients needs.

Processing electronic requests to facilitate booking appointments and directing patients to the appropriate healthcare professional.

To contribute to initiatives that help the practice to achieve its targets in the Quality Outcomes Framework, PCN, DES and IIF.

Communicate with patients, colleagues and outside agencies using face-to-face, telephone or electronic methods in a professional manner referring to the appropriate GP in accordance with practice protocols.

Respond to patients in a professional, courteous manner.

Contact patients and book appointments if needed using a variety of means on behalf of Honiton Surgery.

Undertake training as directed by Management and attend team meetings as required, keeping up to date with mandatory training, practice policies, emails and surgery intranet.

CONFIDENTIALITY:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, surgery staff and other healthcare workers. They may also have access to information relating to the surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the surgery may only be divulged to authorised persons in accordance with the surgery policies and procedures relating to confidentiality and the protection of personal and sensitive data.

HEALTH & SAFETY:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the surgery Health & Safety Policy, the surgery Health & Safety Manual, and the surgery Infection Control policy and published procedures. This will include:

• Using personal security systems within the workplace according to Surgery guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
• Undertaking periodic infection control training, minimum annually.

EQUALITY AND DIVERSITY:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Surgery procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

PERSONAL/PROFESSIONAL DEVELOPMENT:

The post-holder will participate in any training program implemented by the Surgery as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

QUALITY:

The post-holder will strive to maintain quality within the surgery, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

COMMUNICATION:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

CONTRIBUTION TO THE IMPLEMENTATION OF SERVICES:

• Apply surgery policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect your work.
• Participate in audit where appropriate.

For full details of how we manage and protect your data, please refer to our Privacy Notice available on our website: www.honitonsurgery.nhs.net.

Important: This role is not eligible for visa sponsorship. Applicants must have the right to work in the UK at the time of application.

Person Specification

Skills and Attributes

• Must have excellent communication skills including a professional telephone manner
• Strong IT skills including use of email and MS packages
• PERSONAL ATTRIBUTES
• Able to work on own initiative as well as part of a team
• Ability to work under pressure and prioritise appropriately
• Smart in appearance
• Maintain a positive approach
• Good sense of humour
• High energy levels
• Practical
• Confident
• Resilient
• Consistent
• Willingness to accept change
• Caring nature and interest in the Health Sector

Qualifications

• GCSE grade A to C in English and Maths

Experience

• Minimum of 12-months experience in a similar role in General Practice or healthcare setting