PCN Care Coordinator

NHS Jobs; London Borough of Harrow; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Company pension

Free on-site parking

Opportunities for training and profess

Job summary

Harrow East Primary Care Network (PCN) is seeking a dedicated PCN Care Coordinator to support proactive, patient-centred care across Harrow East PCN. The role involves population health management, patient recalls, care navigation and online consultations, across Honeypot Medical Practice, Bacon Lane Surgery and Mollison Way Surgery.

The successful candidate will work in person at PCN sites, with a focus on improving patient access, reducing inequities and streamlining administrative tasks while

Qualifications

• Non-clinical PCN Care Coordinator role supporting population health and patient access.
• Experience with NHS digital tools and care coordination processes is beneficial.
• Strong organizational and communication skills required.

Responsibilities

• Support population health management, patient recalls, and screening programmes across Harrow East PCN.
• Process online consultation requests and guide patients within established pathways.
• Coordinate administrative tasks, maintain records, and support service improvements.
• Use EMIS Web, AccuRx, and MS Office to manage patient data and reporting.
• Collaborate with GPs, Practice Nurses and other PCN colleagues to ensure smooth patient pathways.

Job description

PCN Care Coordinator Employer: Harrow East Primary Care Network (PCN) Location: Harrow / Stanmore, London Practice sites: Honeypot Medical Practice, Bacon Lane Surgery and Mollison Way Surgery Salary: From £13.00 per hour, dependent on relevant experience and suitability against the person specification. Working hours: Full-time, with part-time arrangements considered. Reports to: PCN Manager Accountable to: PCN Clinical Director and PCN Practices Work location: In person, across PCN practice sites as required.

Job purpose The PCN Care Coordinator will play a key role in supporting the delivery of proactive, coordinated and patient-centred healthcare across Harrow East Primary Care Network. Working collaboratively with clinical and non-clinical colleagues, the postholder will support population health management, patient recall programmes, care navigation, online consultation workflows and initiatives aimed at improving patient access and reducing health inequalities. The role is integral to improving the efficiency of PCN services, ensuring patients receive timely and appropriate care while reducing duplication of administrative tasks across member practices. The successful candidate will be expected to manage allocated responsibilities independently, maintain accurate records, follow up outstanding actions and contribute to the ongoing development of effective and sustainable primary care services.

Key responsibilities

1. Population health management and patient recalls Support the delivery of population health initiatives, including programmes focused on diabetes, pre-diabetes, hypertension, cardiovascular disease and mental health. Coordinate patient recall programmes in accordance with agreed PCN and practice protocols. Support the organisation and monitoring of NHS Health Checks, learning disability health checks, immunisations and cancer screening programmes. Identify patients requiring appointments, reviews or follow-up using approved clinical searches and patient lists. Contact patients through appropriate communication channels, including telephone, SMS and written correspondence. Monitor outstanding recalls and appointments, following up with patients and escalating concerns where necessary. Maintain accurate recall records and support the achievement of agreed service objectives. Work collaboratively with clinical teams to improve patient engagement and uptake of preventative healthcare services.
2. Online consultations and care navigation Support the administration and processing of online consultation requests using the PCN's approved digital consultation systems. Review and categorise incoming requests in accordance with established non-clinical care navigation protocols. Direct patients to appropriate appointments, healthcare professionals or services within agreed pathways. Recognise requests requiring urgent clinical attention and accelerate these promptly to the appropriate clinician. Support the effective management of digital consultation workflows, ensuring requests are processed accurately and within agreed timescales. Maintain clear and accurate records of patient communications and actions undertaken. Identify recurring operational issues and support improvements to patient access and care navigation processes. Ensure clinical decisions and assessments remain the responsibility of appropriately qualified healthcare professionals.
3. Patient communication and engagement Communicate with patients professionally, sensitively and compassionately. Support patients in understanding appointment arrangements, referral processes and available services. Assist patients who experience difficulties accessing healthcare, including those with language, cultural, digital or communication barriers. Promote patient engagement in preventative healthcare, screening and long-term condition management. Use culturally sensitive and inclusive communication approaches to engage diverse patient communities. Support initiatives aimed at reducing health inequalities and improving healthcare access for underserved groups. Escalate clinical, safeguarding or patient safety concerns to the appropriate healthcare professional.
4. Administrative and operational coordination Provide high-quality administrative and coordination support to PCN clinical and operational teams. Maintain accurate patient records, administrative documentation and service activity trackers. Support the management of appointment lists, patient correspondence and outstanding administrative tasks. Monitor allocated workstreams and ensure actions are completed within agreed timescales. Liaise with clinical and non-clinical colleagues across all three practices to support effective communication and service delivery. Maintain organised and efficient systems for managing administrative workflows. Identify delays, incomplete actions or operational concerns and raise these with the appropriate team member or PCN Manager. Support the preparation of reports, spreadsheets and documentation relating to PCN services and activity.
5. Clinical systems and data management Use EMIS Web, AccuRx, Microsoft Office and other approved systems to support effective service delivery. Undertake appropriate training to develop competency in PCN clinical and administrative systems. Maintain accurate and timely records of patient contact, recalls and completed actions. Support the use of clinical searches, patient lists and reporting tools in accordance with agreed processes. Assist with the collection, collation and monitoring of service activity and performance information. Ensure information is handled securely and in accordance with NHS information governance requirements. Identify data quality issues and contribute to improving the accuracy and completeness of administrative records.
6. Multidisciplinary team working Work collaboratively with GPs, Advanced Practitioners, Clinical Pharmacists, Practice Nurses, Healthcare Assistants, Care Coordinators and wider PCN colleagues. Support communication and coordination between the PCN's three member practices. Liaise with community healthcare services, hospitals, social care teams and other relevant organisations where appropriate. Assist with coordinating patient pathways and ensuring appropriate administrative follow-up. Support the sharing of relevant information between professionals in accordance with organisational policies. Contribute to a positive, collaborative and efficient multidisciplinary working environment.
7. Service development and quality improvement Support the introduction and delivery of new PCN initiatives and enhanced services. Contribute to projects aimed at improving patient access, preventative care and population health outcomes. Identify opportunities to reduce administrative duplication and improve operational efficiency. Participate in service audits, activity monitoring and quality improvement initiatives. Work with the PCN Manager and wider team to improve administrative systems, clinical support processes and patient pathways. Support the achievement of relevant PCN objectives, contractual requirements and service priorities. Demonstrate flexibility in supporting changing service needs and organisational priorities.

Confidentiality and information governance

The postholder will have access to confidential and sensitive information relating to patients, colleagues, healthcare professionals and partner organisations. All information must be handled appropriately and in accordance with UK GDPR, the Data Protection Act 2018, NHS information governance requirements and relevant organisational policies. Patient information must only be accessed, recorded or shared where there is a legitimate professional requirement to do so.

Safeguarding and patient safety

The postholder must recognise and appropriately escape safeguarding concerns, patient safety issues and situations requiring urgent clinical attention. The Care Coordinator is a non-clinical role and must not undertake independent clinical assessments, provide clinical advice or make clinical decisions outside their responsibilities. Appropriate training and support will be provided in accordance with organisational requirements.

Personal and professional development

The postholder will receive line management support from the PCN Manager and will be encouraged to take an active role in their own learning and development. They will be expected to participate in relevant training, supervision, mandatory learning and professional development activities. The PCN is committed to supporting staff in developing their knowledge, confidence and skills while contributing positively to the delivery of high-quality patient care.

General responsibilities

Demonstrate professionalism, compassion and a commitment to patient-centred care. Work collaboratively across the PCN's three member practices. Manage their workload effectively and meet agreed deadlines. Take ownership of allocated tasks and ensure appropriate follow‑up. Maintain accurate records and comply with relevant organisational policies. Promote equality, diversity and inclusion in all aspects of their work. Maintain confidentiality and appropriate professional boundaries. Undertake other reasonable duties consistent with the nature and level of the role. This job description is not exhaustive and may be reviewed in accordance with changing organisational and service requirements, following appropriate discussion with the postholder.

Benefits

• Company pension
• Free on-site parking
• Opportunities for training and professional development
• Supportive multidisciplinary working environment