Primary Care Network Care Coordinator

Childwall and Wavertree Primary Care Network; Liverpool; Hybrid; Full time

Job summary

A local primary care provider in Liverpool is seeking a Care Coordinator to manage patient integration and administrative tasks across seven member practices. The ideal candidate should have strong organizational skills, experience in general practice, and the ability to handle patient queries professionally. Flexibility in hours is offered, with opportunities for professional development in a supportive environment.

Benefits

Flexible working options

Support for professional development

Competitive salary and annual leave package

Qualifications

• Experience working with elderly or vulnerable people.
• Ability to handle administrative tasks and manage referrals.
• Willingness to undertake continual personal and professional development.

Responsibilities

• Coordinate care for patients across various services.
• Act as a first point of contact for patients.
• Manage patient queries and schedule appointments.

Skills

Strong organisational skills

Customer service

Communication skills

Teamwork

Time management

Education

GCSE grade A* to C in English and Maths or equivalent

NVQ level 3 in Health and Social Care

Tools

Microsoft 365

EMIS clinical software

Job description

Primary Care Network Care Coordinator

The closing date is 03 December 2025

Childwall and Wavertree Primary Care Network is seeking a proactive and compassionate Care Coordinator to join our team of PCN care coordinators. This is a non‑clinical role working across seven member GP practices serving over 44,000 patients in South Liverpool.

The candidate should ideally have previous experience working in general practice reception or administration (although this is not essential), be computer‑literate, have excellent customer service and communication skills, be punctual and able to work as a team member. You will be required to handle requests from patients and healthcare professionals via phone, email, and online request, therefore a pleasant and professional manner is required.

This role is designed to improve communication between patients and health services within member practices, the primary care network, community and voluntary sector services. The post holder must be adjustable, as the role will evolve alongside new innovations in services, technologies and the NHS.

This post is available as either part time or full time with a minimum of 22.5 hours up to 37.5 hours covering hours between 09:00 – 17:00, Monday‑Friday. You will be required to work across our seven member practices subject to business need.

Main duties of the job

• Be a first point of contact for patients, whether face‑to‑face or by telephone, to offer support and guidance on choosing the right service at the right time.
• Complete administrative tasks behind the scenes, processing incoming referrals from patients and practices, healthcare professional requests and more.
• Be friendly and welcoming to all patients with the ability to remain calm and professional when dealing with difficult situations.
• Use our electronic medical record, EMIS, and any evolving technology solutions.
• Proactively book appointments for our multidisciplinary team as required, ensuring correct information is provided.
• Handle all telephone queries/requests from patients and act as a liaison between patients, PCN services and staff in member practices.
• Participate in in‑house training, or other training as required.
• Respect and maintain all aspects of confidentiality relating to patients and staff.
• Any other duties that might reasonably be expected of the post.

About us

Childwall and Wavertree Primary Care Network is a Primary Care Network (PCN) made of seven well‑established practices:

• Valley Medical Centre
• Rutherford Medical Centre
• Penny Lane Surgery
• Lance Lane Medical Centre
• Beacon Health at Mossley Hill Surgery

Our mission is to deliver innovative, high‑quality, and compassionate care that meets the needs of our diverse community. We are committed to creating a supportive environment where both patients and staff thrive, recognising that empowered teams drive better health outcomes. Grounded in the strengths of general practice, we work collaboratively across sectors to improve access, reduce health disparities, and deliver care that is inclusive, effective, and forward‑thinking.

Our combined patient population is approximately 44,000. We work closely with our community team and other local healthcare providers that support our neighbourhood.

All practices within the network are teaching practices and pride themselves on providing opportunities for staff to develop. The network is wholly committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all, and staff feel empowered to carry out their duties to the best of their abilities with excellent patient care being at the heart.

Job responsibilities

Coordinate and integrate care for patients

Work with the multidisciplinary team within the PCN to identify and manage a caseload of patients, and, where required, refer people back to other health professionals within the PCN.

Be a first point of contact for our patients, whether it is face‑to‑face or by telephone, to offer support and guidance on choosing the right service at the right time.

Handle administrative tasks behind the scenes, processing incoming referrals from patients and practices, health‑care professional requests and more.

Proactively book appointments for our multidisciplinary team as required, ensuring correct information is provided.

Handle all telephone queries/requests from patients and act as a liaison between patients, PCN services and staff in member practices.

Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.

Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand peoples' level of knowledge, confidence and skills in managing their own health.

Identify when action or additional support is needed, alerting an named clinical contact in addition to relevant professionals, and highlighting any safety concerns.

Support practices to keep care records up‑to‑date by identifying and updating missing or out‑of‑date information about the persons circumstances.

Enable access to personalised care and support

Develop an in‑depth knowledge of the local health and care infrastructure and know how and when to enable people to access support and services that are right for them.

Provide coordination and navigation for residents and their carers across health and care services, working closely with social prescribing linkworkers, health and wellbeing coaches, and other primary care professionals.

Provide residents and their families with high‑quality information to aid in making informed choices about their care.

Raise awareness within the PCN of shared decision‑making and decision support tools.

Establish strong working relationships with GPs and practice teams and work collaboratively with other care coordinators to enhance the coordination of care for the patients.

Demonstrate a flexible attitude and be prepared to carry out other duties as may be reasonably required from time to time within the general character of the post or the level of responsibility of the role, ensuring that work is delivered in a timely and effective manner.

Identify opportunities and gaps in the service and provide feedback to continually improve the service and contribute to business planning.

Contribute to the development of policies and plans relating to equality, diversity and reduction of health inequalities.

Contribute to the wider aims and objectives of the PCN to improve and support primary care.

Aid implementation of the seasonal vaccination programmes such as COVID‑19 and influenza.

Professional development

Work with your line manager to undertake continual personal and professional development, taking an active part in reviewing and developing the role and responsibilities.

Adhere to organisation's policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety.

Health and Safety / Risk Management

Must always comply with the Health and Safety policies, in particular following safe‑working procedures and reporting incidents using the organisation's Incident Reporting System.

Comply with the Data Protection Act (2018) and the Access to Health Records Act (1990).

Competitive salary and annual leave package

Support for professional development and training.

Flexible working options to accommodate work‑life balance.

Supportive and established team of care coordinators.

Person Specification

Knowledge and skills

• Strong organisational skills, including planning, prioritising, time management and record‑keeping.
• Ability to travel across the locality on a regular basis.
• Willingness to work flexible hours when required to meet work demands.
• Familiarity with Microsoft 365 tools (Outlook, Teams, OneDrive).
• Familiarity with EMIS clinical software.
• Knowledge of how the NHS works, including primary care and PCNs.

Qualifications

• GCSE grade A* to C (9‑4) in English and Maths or equivalent.
• Qualified to NVQ level 3 in Health and Social Care – advanced level or equivalent qualifications or working towards.
• Enrolled in, undertaking or qualified from appropriate training as set out in the Workforce Development Framework for Care Coordinators by the Personalised Care Institute.

Experience

• Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation.
• Experience of working within multi‑professional team environments.
• Experience of working in a general practice setting.

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.

Employer name

Childwall and Wavertree Primary Care Network