PAC Patient Contact Coordinator

The Methodist Church in Britain; Greater London; On-site; GBP 12,000 - 17,000; Full time

Job summary

Sutton Primary Care Networks is recruiting a Patient Contact Coordinator for its Proactive Anticipatory Care (PAC) service. The role focuses on contacting patients, explaining the service, and addressing questions to promote engagement in assessments and follow-up care.

The post also covers running the PAC telephone line, booking assessments for care coordinators, and maintaining accurate records while supporting governance and data collection.

Qualifications

• GCSE level English and Mathematics or equivalent.
• Experience in administrative, customer service or healthcare roles.
• Experience maintaining accurate records and databases.
• Experience handling telephone enquiries and communicating clearly by phone.

Responsibilities

• Proactively contact patients and explain the PAC service and its benefits.
• Build relationships with patients and encourage participation in assessments.
• Monitor the PAC telephone line during operating hours.
• Arrange appointments and bookings for PAC Care Coordinators and the multidisciplinary team.
• Maintain accurate records, reporting and data quality.
• Signpost or direct enquiries to the appropriate contact.

Skills

Customer service

Administration

Call handling

Patient-facing

Education

GCSE level English & Maths

Job description

Sutton Primary Care Networks, the collaborative body for Sutton's four PCNs and the former GP federation, is recruiting a Patient Contact Coordinator for its Proactive Anticipatory Care (PAC) service. The role centres on contacting patients identified as likely to benefit, explaining what the service offers and handling their questions and concerns so they take part in assessments and follow-up support. It also covers running the PAC telephone line, booking assessments for care coordinators and keeping accurate records. The post balances patient contact with administration.

What the job involves

• Proactively contact patients identified as potentially benefiting from the PAC service and explain its purpose, benefits and processes
• Build relationships with patients, answer their queries and concerns, and encourage them to take part in assessments and PAC interventions
• Identify barriers to engagement and work with patients to overcome them where possible
• Recognise concerns needing urgent clinical input and elevate urgent clinical, safeguarding, welfare or operational concerns
• Monitor and manage the PAC telephone line during operational hours
• Act as first point of contact for patients, carers, healthcare professionals and partner organisations, answering enquiries and signposting or directing them
• Arrange appointments and assessment bookings for PAC Care Coordinators and the multidisciplinary team
• Maintain accurate records, tracking systems and referral lists, recording patient decisions, declines and follow-up needs
• Liaise with GP practices and PAC colleagues on engagement outcomes
• Collect and report service activity data and key performance indicators, and support data quality audits
• Ensure compliance with Information Governance, GDPR and confidentiality requirements
• Promote awareness of the PAC service among stakeholders and contribute to team meetings, patient materials and quality improvement

What’s required

Qualifications

• Educated to GCSE level or equivalent, including English and Mathematics
• Evidence of relevant administrative, customer service or healthcare experience

Experience

• Experience in a customer service, administration, reception, call handling or patient-facing role
• Experience communicating with individuals in a sensitive and professional manner
• Experience maintaining accurate records and databases
• Experience managing telephone enquiries and communicating effectively over the telephone

Other

• Willingness to undertake relevant training and development

Nice to have

• Previous experience working within the NHS, healthcare, social care or voluntary sector
• Experience undertaking proactive telephone outreach campaigns
• Experience of appointment booking and service coordination
• Previous experience of working in the health or social care sector
• Training in customer service, care navigation, motivational interviewing or health coaching
• NVQ level 3 in a related field