PCN Service Care Co-Ordinator

Job description

Job responsibilities

Main Duties and Responsibilities

Service Coordination and Administration

Provide administrative and coordination support across a range of PCN services and programmes.

Assist with the planning, organisation and day-to-day operation of designated PCN services.

Support the implementation and ongoing delivery of service developments, projects and transformation initiatives.

Maintain service records, activity data and documentation to support safe and effective service delivery.

Respond to enquiries from patients, practices, healthcare professionals and partner organisations in a timely and professional manner.

Support the coordination of clinics, appointments, meetings, events and service-related activities as required.

Monitor actions and support delivery of agreed objectives and priorities across PCN programmes.

Care Coordination and Patient Support

Support patients to access appropriate health, care and community services in line with identified needs, including but not limited to, by responding to online communication requests and phone calls.

Assist in coordinating care and support for identified patient cohorts, helping to improve access, outcomes and patient experience.

Work collaboratively with PCN staff, member practices and external organisations to support integrated care delivery.

Signpost patients to community, voluntary sector and support services where appropriate.

Maintain accurate patient records and update relevant systems in accordance with organisational policies and procedures.

Support patient engagement and outreach activities, particularly for underserved populations and priority groups.

Digital Transformation and Inclusion Support

Support the delivery of digital transformation initiatives across the PCN.

Assist with the implementation and promotion of digital tools and services, including the NHS App and online access services.

Provide patient-facing support to help patients access and utilise digital healthcare services.

Work with practices and community partners to support digital inclusion and reduce barriers to access.

Assist in maintaining PCN communication channels, including websites, newsletters and social media platforms.

Support staff to signpost patients to appropriate digital support and resources.

Data, Reporting and Monitoring

Input, maintain and validate information across PCN systems, databases and spreadsheets.

Support the collection, monitoring and reporting of service activity and performance information.

Produce routine reports and undertake data quality checks as required.

Assist with audits, searches and data collection exercises to support service evaluation and improvement.

Support the collection and reporting of contractual and PCN performance information, including ARRS-related reporting requirements.

Contribute to data quality improvement initiatives and support the use of data to inform service development and population health management.

Assist with monitoring outcomes related to access, patient engagement and health inequalities.

Maintain and regularly update the PCN website, ensuring information is accurate, accessible, up to date and reflects current PCN services, programmes, health campaigns and patient communications.

Flexible Operational Support

Provide administrative and operational support across PCN clinical and non-clinical services, including where additional capacity is required.

Work flexibly across different workstreams in response to service demands and organisational priorities.

Support the implementation of new initiatives and service developments where appropriate.

Support activities designed to improve patient experience, reduce health inequalities and improve access to services.

Support engagement with community groups, voluntary sector organisations and external stakeholders.

Undertake any other duties consistent with the nature and grade of the role.

Person Specification

Experience

• Experience of providing administrative, coordination or operational support within a healthcare, public sector or customer-focused environment.
• Experience of working with electronic systems, databases and spreadsheets.
• Experience of using EMIS Web.
• Experience of maintaining accurate records and handling confidential information.

• Experience of working within Primary Care, General Practice, a Primary Care Network (PCN) or the NHS.
• Experience of supporting service improvement, transformation projects or quality improvement activities.
• Experience of producing reports and monitoring service activity.

Qualifications

• Educated to GCSE level (Grade 4/C or above) or equivalent, including English and Mathematics.
• Competent in the use of Microsoft Office applications.

• Qualification in administration, business support, healthcare administration or a related field.
• Evidence of relevant professional development.

Skills and Abilities

• Excellent communication and interpersonal skills.
• Strong organisational skills and ability to manage competing priorities.
• Good attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Ability to build and maintain effective working relationships with colleagues, patients and partner organisations.
• Ability to use initiative and adapt to changing priorities.
• Commitment to maintaining confidentiality and professional standards.

• Confidence supporting patients to access services and information.
• Ability to analyse and present information in a clear and meaningful way.
• Interest in service improvement and innovation.

Knowledge

• Understanding of confidentiality, data protection and information governance requirements.
• Understanding of the importance of accurate record keeping and data quality.

• Knowledge of Primary Care Networks and their role within the NHS.
• Understanding of General Practice and Primary Care services.
• Awareness of health inequalities, patient engagement and digital inclusion initiatives.

Personal Qualities

• Professional and approachable manner.
• Flexible and adaptable to changing priorities.
• Reliable and self-motivated.
• Positive and proactive approach to work.
• Ability to work collaboratively with a range of stakeholders.
• Commitment to delivering high-quality patient-centred services.
• Commitment to confidentiality and professional standards.

• Enthusiastic about service improvement and innovation.
• Willingness to learn and develop new skills.
• Interest in supporting the ongoing development of primary care services.

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

Newport & Central Primary Care Network

Address

Newport & Central PCN

Acorn Way

Shawbirch

Telford

TF5 0LW

United Kingdom

Employer's website

https://newportandcentralpcn.gpweb.org.uk/