Senior Care Co-Ordinator

The Methodist Church in Britain; Nacton; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Training and development opportunities

Well-balanced workload

Supportive team

Job summary

Embrace Medical Centre is seeking a Senior Care Coordinator to join the Care Coordination team. The role centers on coordinating complex patient care, following up, handling prescription requests and signposting patients to the right clinician or service while guiding other Care Coordinators.

We require someone with significant experience in care coordination, medical reception or a similar role, who can work independently with minimal training.

Qualifications

• Significant experience as a Care Coordinator, Patient Coordinator, Medical Receptionist, Medical Administrator or similar healthcare role.
• Coordinating patient care, managing queries and onward referral or signposting.
• Working directly with patients in a busy healthcare or customer-facing setting.
• Managing competing priorities under pressure.
• Working independently to resolve problems and unforeseen situations.
• Supporting or guiding colleagues at senior level.

Responsibilities

• Coordinate patient care, including complex needs, follow-up and escalation.
• Work with clinical and multidisciplinary teams to ensure communication and appropriate care pathways.
• Guide and support Care Coordinators, sharing knowledge and maintaining consistent standards.
• Manage complex or sensitive queries using experience and professional judgement.
• Support workload prioritisation and ensure tasks and patient actions are completed on time.
• Identify improvements to processes, patient experience and service efficiency.
• Act as senior point of support and take ownership of delegated areas.
• Book, cancel and rearrange appointments, signposting patients to clinicians and services inside and outside the practice.
• Process and resolve prescription requests and queries, escalating to clinicians where needed.
• Process referrals and handle correspondence, records and follow-up actions.
• Maintain accurate patient records while upholding confidentiality and data protection.
• Provide first point of contact for patients, visitors and healthcare professionals by phone and in person.

Skills

Care coordination

Medical reception

Independent work

Problem solving under pressure

Mentoring colleagues

Time management

Tools

Clinical management systems

Microsoft Office

Job description

A senior Care Coordinator post in the Care Coordination team at Embrace Medical Centre, a GP surgery on SystmOne that has joined the Wolsey PCN. The work centres on coordinating complex patient care and follow-up, handling prescription requests and signposting patients to the right clinician or service, while guiding other Care Coordinators. The practice wants someone already experienced in care coordination, medical reception or a similar role, who can work independently and needs little training.

What the job involves

• Coordinate patient care, including complex needs, follow-up and escalation
• Work with clinical and multidisciplinary teams to ensure communication and appropriate care pathways
• Guide and support Care Coordinators, sharing knowledge and maintaining consistent standards
• Manage complex or sensitive queries using experience and professional judgement
• Support workload prioritisation and ensure tasks and patient actions are completed on time
• Identify improvements to processes, patient experience and service efficiency
• Act as senior point of support and take ownership of delegated areas
• Book, cancel and rearrange appointments, signposting patients to clinicians and services inside and outside the practice
• Process and resolve prescription requests and queries, escalating to clinicians where needed
• Process referrals and handle correspondence, records and follow-up actions
• Maintain accurate patient records while upholding confidentiality and data protection
• Provide first point of contact for patients, visitors and healthcare professionals by phone and in person

What's required

Experience

• Significant experience as a Care Coordinator, Patient Coordinator, Medical Receptionist, Medical Administrator or similar healthcare role
• Coordinating patient care, managing queries and onward referral or signposting
• Working directly with patients in a busy healthcare or customer-facing setting
• Managing competing priorities under pressure
• Working independently to resolve problems and unforeseen situations
• Supporting or guiding colleagues at senior level

Skills & knowledge

• Excellent organisation and time management
• Excellent written and verbal communication with patients and professionals
• Handling complex, sensitive or challenging situations with tact and discretion
• Sound judgement on when to elevate clinically or to management
• Strong teamworking across clinical and non-clinical colleagues
• Adapting to changing priorities and new processes

Other

• Experience using clinical or patient management systems and keeping accurate patient records
• Experience using Microsoft Office, email and digital systems
• Experience handling confidential and sensitive information
• Professional, approachable and compassionate manner, with commitment to confidentiality and high standards

Nice to have

• Experience in NHS primary care or a GP practice
• Previous senior Care Coordinator or senior administrative or coordination role
• Experience supporting, mentoring or training colleagues
• Knowledge of primary care services, referral pathways and multidisciplinary working
• Experience in a clinical hub, care coordination or patient navigation environment
• Experience contributing to service improvement or process review
• Experience handling telephone and face-to-face patient queries in primary care

What's offered

• Training and development opportunities through the local Training Hub, ICB and other providers
• Enhanced learning and development as a Training Practice
• Well-balanced workload
• Access to a supportive team both in and out of specialist area