Digital Care Co-ordinator

Roundwell Medical Centre; Norwich; On-site; GBP 20,000 - 28,000; Full time

Job summary

A healthcare provider in Norwich seeks a Digital Care Co-ordinator to support patients in their digital healthcare journey. In this role, you will triage digital forms, schedule appointments, and work closely with healthcare professionals to ensure seamless patient care. Ideal candidates will have experience in healthcare, strong communication skills, and the ability to manage multiple tasks while providing empathetic support.

Benefits

Supportive and inclusive work environment

Opportunities for personal development

Qualifications

• Experience in a GP Practice or Health Care Organisation.
• Previous reception or call centre experience.
• Competent in IT skills.

Responsibilities

• Review, signpost, and triage digital forms.
• Schedule appointments and manage tasks.
• Collaborate with clinical and non-clinical team members.

Skills

Good communication skills

Sensitivity and empathy

Organised approach

Ability to multitask

Education

Education to GCSE level

NVQ level 2 or equivalent

Tools

SystmOne

Microsoft Office 365

Job description

Are you passionate about making a real difference in peoples lives? Do you thrive in a role where empathy meets innovation. Were looking for a Digital Care Co-ordinator to become a vital part of our forward-thinking Digital Care Team.

In this rewarding position, you'll be the first point of contact for patients navigating their digital healthcare journey providing reassurance, guidance, and unwavering support every step of the way. You'll work closely with healthcare professionals to ensure care is delivered seamlessly, efficiently, and with a human touch.

Why apply?

Make a meaningful impact on patient wellbeing every single day.

Be part of a collaborative team that values compassion, professionalism, and excellence.

Main duties of the job

Review, signpost, and triage digital forms, allocating timeframes for appropriate actions.

Work closely with the On Call GP for support and guidance on patient care.

Schedule appointments based on availability, following practice procedures and protocols.

Manage tasks and document workflow, routing requests to the correct team or clinician.

Handle NHS 111 appointments bookings and ensure adherence to practice protocols.

Update patient records in SystmOne and other clinical systems accurately and promptly.

Collaborate with all clinical & non-clinical team members to ensure seamless patient care delivery.

Communicate patient concerns, preferences, and special needs to the appropriate healthcare team members.

Participate in team meetings and contribute to discussions on improving patient care standard operating procedures.

Provide patients with educational materials and resources related to their medical conditions, treatments, and medications as appropriate.

Educate patients on preventive care measures and healthy lifestyle practices.

Maintain accurate patient records and input clinical data in line with practice protocol.

In accordance with instruction, carry out any relative duties which may be requested by the Management Team which may be properly deemed to be part of the role of Digital Care Co-ordinator in general practice.

About us

At Roundwell Medical Centre, were more than just a healthcare providerwere a close-knit, forward-thinking team dedicated to delivering exceptional patient care. Our multidisciplinary team includes GPs, nurses, healthcare assistants, digital care coordinators, and administrative professionals, all working collaboratively to support our communitys health and wellbeing.

We pride ourselves on fostering a supportive, inclusive, and empowering environment where every team member is valued and encouraged to grow. Whether you're just starting your career or looking to take the next step, Roundwell is a place where your skills, ideas, and compassion truly make a difference.

Job responsibilities

Location Roundwell Medical Centre

Responsible Manager Business Manager

Reporting Manager Operations Manager

Job Summary

The Digital Care Co-ordinator serves as the primary point of contact for patients, offering assistance, support, and guidance throughout their digital healthcare journey. This role demands compassion, professionalism, and a commitment to uplifting patient care standards. The Digital Care Co-ordinator will collaborate with healthcare professionals to ensure the seamless delivery of digital patient care while contributing to the overall success of the Digital Care Team.

Job Responsibilities

Patient Management and Triage

Review, signpost, and triage digital forms, allocating timeframes for appropriate actions.

Work closely with the On Call GP for support and guidance on patient care.

Schedule appointments based on availability, following practice procedures and protocols.

Manage tasks and document workflow, routing requests to the correct team or clinician.

Handle NHS 111 appointments bookings and ensure adherence to practice protocols.

Respond promptly to the Emergency Line, providing clear and accurate guidance to all enquiries.

Update patient records in SystmOne and other clinical systems accurately and promptly.

Collaborate with all clinical & non-clinical team members to ensure seamless patient care delivery.

Communicate patient concerns, preferences, and special needs to the appropriate healthcare team members.

Participate in team meetings and contribute to discussions on improving patient care standard operating procedures.

Provide patients with educational materials and resources related to their medical conditions, treatments, and medications as appropriate.

Educate patients on preventive care measures and healthy lifestyle practices.

Administration

Maintain accurate computerised patient records and input clinical data in line with practice protocol.

In accordance with instruction, carry out any relative duties which may be requested by the Business Manager, Practice Manager or Operations Manager which may be properly deemed to be part of the role of Digital Care Co-ordinator in general practice.

Confidentiality

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, practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential and dealt with in accordance with the Practice policies and procedures.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice 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 Practice Health & Safety Policy, to include

Using personal security systems within the workplace according to Practice 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.

Maintain work areas in a tidy and safe way and free from hazards.

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 Practice 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 and Professional Development

The post-holder will participate in any training programme implemented by Roundwell Medical Centre 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 Practice, 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

The post-holder will

Apply Practice policies, standards and guidance.

Discuss with other members of the team how the policies, standards and guidelines will affect own work.

Participate in audit where appropriate.

Person Specification

Experience

• Previous reception or call centre experience
• Experience working in an environment with direct contact with the public
• Experience in a GP Practice or Health Care Organisation
• Experience with database systems

Personal attributes

• Good communication skills, in person and over the telephone
• Possessing sensitivity, tact and diplomacy
• Self-motivated with a high degree of personal integrity
• An organised approach to work
• Reliable
• Flexible with an adaptable approach
• Ability to work on own initiative
• Ability to maintain strict confidentiality
• Able to work under pressure
• Calm and patient manner
• Ability to work to deadlines and under pressure.
• Ability to multitask and prioritise own workload

Qualifications

• Education to GCSE level, NVQ level 2, or equivalent, with grade A to C in English and Maths.
• Competent in IT Skills
• Familiarity with Clinical Database Systems such as SystmOne and SystmConnect.
• Experience in Microsoft Office 365 software

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.