Care & Practice Coordinator
Job summary
We are looking for an organised, proactive and patient-focused Care & Practice Coordinator to join our busy and supportive team. This role combines care coordination, patient support, clinical programme administration and practice administration to help ensure patients receive timely, joined-up care.
The successful candidate will work closely with GPs, nurses, practice teams, community services and, where appropriate, the Primary Care Network (PCN). They will oversee patient recalls, support long-term condition programmes, coordinate care pathways, maintain accurate clinical data, run reports and searches, support vaccination and enhanced service programmes, and provide first-line support with clinical systems.
This is an ideal opportunity for someone with strong administrative skills who enjoys helping patients, working with healthcare professionals and contributing to the smooth running of a modern GP practice.
Interviews are scheduled to take place on 4th and 5th November.
Main duties of the job
The Care & Practice Coordinator plays a key role in supporting patients, clinicians and the wider practice team to deliver safe, effective and coordinated care. The role combines care coordination, clinical programme administration, patient communication, data management and digital systems support.
Key responsibilities include managing patient recall and review programmes, coordinating appointments and follow-up care, supporting long-term condition management, and helping patients access appropriate healthcare and community services. The postholder will work closely with GPs, nurses, care homes and external providers to support proactive patient care.
The role also involves maintaining accurate patient records, running searches and reports using clinical systems, monitoring programme performance, supporting vaccination campaigns, and assisting with audits, governance activities and quality improvement initiatives.
In addition, the postholder will provide first-line support for practice IT and digital systems, helping staff with routine system issues, supporting new processes and system updates, and escalating technical problems when required.
About us
We are a busy, friendly, and patient-focused practice with a dedicated team comprising 2 Partners, 3 Salaried GPs, 1 Physician Assistant, 4 Practice Nurses, 2 Assistant Practitioners, and an experienced administrative support team. Situated in the heart of the Norfolk Broads, we operate from our purpose-built main surgery in Coltishall, alongside a branch surgery in Spixworth. We provide healthcare services to a predominantly rural patient population of almost 9,000 patients and are committed to delivering high-quality care within a welcoming and supportive environment.
Job description
Job responsibilities
Care Coordination and Patient Navigation
- Support patients, carers and families to access appropriate healthcare, community and social care services.
- Signpost patients to relevant services and ensure they receive timely support and intervention.
- Coordinate proactive care programmes and patient reviews.
- Arrange appointments, referrals and follow-up activities as directed by clinicians.
- Liaise with external agencies and healthcare professionals to ensure continuity of care.
- Support multidisciplinary team meetings by preparing patient information, coordinating attendance and recording actions.
- Assist with administration relating to care home residents and housebound patients.
- Help identify and address barriers to accessing healthcare services.
Recall Systems and Clinical Programmes
- Manage patient recall and invitation systems for long-term condition reviews and preventative healthcare programmes.
- Support recall processes for learning disability reviews, serious mental illness reviews, NHS Health Checks and other designated programmes.
- Monitor patient responses and ensure appropriate follow-up actions are completed.
- Generate invitations, reminders and correspondence using approved communication methods.
- Monitor programme participation and escalate concerns where appropriate.
- Support cervical screening administration and other approved clinical pathways.
- Assist with the organisation and administration of vaccination programmes.
Clinical Systems and Data Management
- Maintain accurate and up-to-date patient records in accordance with practice policies and NHS requirements.
- Run clinical system searches and produce reports to support clinical programmes and service delivery.
- Monitor performance against agreed targets and provide routine activity reports.
- Assist with data quality improvement projects and coding activities.
- Support audit work, quality improvement initiatives and patient safety programmes.
- Identify and report data discrepancies or gaps requiring further review.
- Maintain accurate records of completed tasks and administrative processes.
Patient Communications
- Contact patients by telephone, SMS, email or letter as part of agreed programmes and recall activities.
- Prepare patient communications relating to health campaigns, clinics and reviews.
- Support practice health promotion initiatives and awareness campaigns.
- Ensure confidentiality and data protection requirements are followed when communicating with patients.
- Respond professionally and sensitively to patient enquiries.
IT and Digital Systems Support
- Provide first-line support for routine issues relating to practice software, equipment and digital systems.
- Support staff in the effective use of clinical and administrative systems.
- Log, monitor and escalate technical issues where required.
- Assist with testing and implementation of system updates and new processes.
- Maintain records relating to practice equipment and digital assets.
- Support staff training in agreed systems and administrative workflows.
- Contribute to the development and improvement of digital processes across the practice.
Governance, Audit and Quality Improvement
- Support the maintenance of practice policies, procedures and standard operating processes.
- Assist with audit preparation, evidence gathering and action tracking.
- Contribute to quality improvement initiatives and service development projects.
- Support compliance with CQC requirements and other regulatory standards.
- Prepare reports, meeting papers and documentation as requested.
- Maintain accurate records and audit trails.
- Support monitoring of mandatory training and governance requirements.
Enhanced Services and Commissioned Programmes
- Support the delivery and administration of enhanced services and commissioned healthcare programmes.
- Prepare and monitor activity reports and supporting evidence.
- Assist with monitoring programme performance and identifying outstanding actions.
- Support vaccination campaigns and seasonal service delivery.
- Work collaboratively with practice and Primary Care Network colleagues to support agreed initiatives.
- Assist in meeting contractual and performance requirements.
Team Working and Cross-Cover
- Work collaboratively with colleagues to ensure continuity of services.
- Provide cover for agreed administrative functions during periods of leave or increased demand.
- Participate in team meetings, supervision sessions and appraisals.
- Share knowledge and support colleagues in maintaining effective systems and processes.
- Contribute to service improvements and the development of efficient working practices.
- Demonstrate flexibility in responding to changing service needs.
Person Specification
Qualifications
- Good written English, numeracy and digital literacy skills, together with the ability to undertake role-specific training and maintain mandatory training requirements.
- Relevant qualification, training or experience in health or social care, business administration, care coordination, or clinical systems.
Skills & Abilities
- Clear, sensitive and professional communication skills, with the ability to engage effectively with patients, carers, clinicians, colleagues and external organisations, both verbally and in writing.
- Excellent organisational skills, strong attention to detail and the ability to prioritise competing demands while maintaining accurate records and audit trails.
- Confident user of Microsoft Office and other digital systems, with the ability to learn new processes, undertake system searches and produce routine reports following training.
- Ability to follow Standard Operating Procedures (SOPs), understand the boundaries of the role, and promptly escalate clinical, safeguarding, information governance or operational concerns as appropriate.
- Experience of data quality checks, patient recall administration, service reporting and/or first-line IT troubleshooting.
- Knowledge and experience of using EMIS Web clinical systems within a primary care setting.
Experience
- Experience of organising a varied administrative workload, maintaining accurate records, communicating with patients or service users, and handling confidential information.
- Understanding of the importance of safe escalation, professional boundaries and accurate documentation.
- Experience in general practice, the NHS, social care or a PCN; familiarity with care coordination, patient recalls, QOF and enhanced services.
- Experience using EMIS Web, Ardens, Docman, NHS reporting systems or comparable clinical and administrative 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.
Employer details
Employer name
Coltishall Medical Practice
Address
St Johns Close
Coltishall
Norwich
Norfolk
NR12 7HA
United Kingdom
Employer's website
https://www.coltishallsurgery.nhs.uk/