Practice Care Coordinator

Post Title: Practice Care Coordinator

Working Hours: Full time over 5 days per week

Reports to: Management Support Team

Would you enjoy a varied role where your organisational skills help patients get the right support and make a real difference to their care? Richmond Surgery is looking for a full-time Care Coordinator to join our established team of administrators and Care Coordinators.

Richmond Surgery is the lead practice for Fleet Primary Care Network (PCN). Our Senior Partner is the PCN Clinical Director, and our Managing Partner is the PCN Finance Manager. We are rated Good by the CQC, achieve strong Quality and Outcomes Framework (QOF) results, and receive excellent patient feedback.

We are committed to staff welfare, development and opportunities to grow. We also embrace technology that helps patients access care and supports our teams, including EMIS Web, Docman, Patient Triage and Accurx.

About you

You’ll be an experienced administrator ideally within general practice who enjoys a busy, varied role and takes pride in getting things right. We are particularly interested in applicants with experience in general practice administration and familiarity with clinical systems such as EMIS Web, Docman or Accurx.

You’ll bring strong IT skills, a friendly and approachable manner, and the confidence to manage competing priorities and deadlines. You’ll work well with others, hold yourself to high standards, and be keen to develop your skills in care coordination.

The successful candidate will receive training and support in the care coordination duties and local processes of the role, building on their existing administrative experience.

Job Description:

As a Care Coordinator at Richmond Surgery, you’ll help organise and monitor important areas of patient care. Your work will include managing recalls and screening programmes, running searches and audits, reviewing the results and following up actions. You’ll also contact patients remotely by telephone or message when they need to be invited, reminded or given information.

You’ll work closely with our GPs, nursing team and other clinical colleagues, as well as our existing Care Coordinators. Using systems including EMIS Web, you’ll keep records accurate and make sure work is completed within the required timescales. This role suits someone who enjoys working with information, spotting what needs attention and seeing tasks through to completion.

Strong IT skills and attention to detail are essential. You’ll need to be organised, comfortable learning clinical systems and confident handling a varied workload. Previous general practice experience and familiarity with EMIS Web would be particularly welcome. We’ll provide training and support in the care coordination processes specific to Richmond Surgery.

No two days are quite the same, and there will be opportunities to broaden your knowledge and develop your skills. You’ll need to be organised, confident using IT and attentive to detail, with a compassionate, patient-focused approach.

Key Responsibilities

Care Coordinator

• Coordinate patient care across the practice and wider NHS services.
• Support patients before and following clinical appointments.
• Assist patients in accessing appropriate services.
• Coordinate long-term condition reviews and annual health checks.
• Manage patient recall systems.
• Coordinate enhanced service activity.
• Maintain screening and recall programmes.
• Assist with health promotion campaigns and patient invitations.
• Liaise with hospitals, community teams and other healthcare providers.
• Participate in multidisciplinary working where appropriate.
• Signpost patients to appropriate support services.
• Assist clinicians with administrative aspects of patient care.
• Prepare documentation for clinical reviews.
• Maintain accurate patient records.
• Ensure coding and documentation are completed accurately.
• Support delivery of enhanced services and quality improvement programmes.
• Assist with audits and reporting.
• Provide administrative support to the management team.
• Undertake any reasonable duties consistent with the role.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety

• Comply at all times with the practice health and safety policies by following agreed safe working procedures and reporting incidents
• Comply with the Data Protection Act (1984) and the Access to Health Records Act (1990).

Equality & Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Quality

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
• Work effectively with individuals in other agencies to meet patients’ needs
• Effectively manage own time, workload and resources

Communication

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize people’s needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services

The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Security

The security of the practice is the responsibility of all personnel. Staff must ensure that they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and they are to ensure that restricted areas remain effectively secured.

PERSONAL/PROFESSIONAL DEVELOPMENT

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Induction training

• On arrival at the practice, all personnel are to complete a practice induction programme. This is managed by the HR Manager or Managing Partner and where appropriate, GP Partner.

PROFESSIONAL CONDUCT

Professional attire must be work with identification in accordance with practice policy.

Applicants:

Please do not apply without a covering letter explaining why you have applied, what you believe you can offer us and what you hope to achieve from this position and your career development. Applicants with a covering letter accompanying their CV are likely to be prioritised.

Pay: £26,000.00-£29,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• On-site parking

Experience:

• Administration : 2 years (required)
• General Practice: 1 year (preferred)

Work Location: In person