Patient Care Co-ordinator

Portsdown Group Practice


This job is now closed

Job overview

Due to the expansion of our progressive Practice, a vacancy has become available in our innovative Contact Centre. You will be the first point of contact for patients and have a diverse range of responsibilities. Your role will be integral to the Practice and our patients, as you ensure that they receive the right care, at the right time and by the correct method. The work we do is challenging, interesting and hugely varied, reflecting the demographic mix of our patients. We are a long established training practice and our commitment to ongoing learning is unparalleled. You will be joining us at an incredibly exciting time as we embrace our new Model of Care and strive to deliver positive and meaningful outcome for our patients. If you can work, sometimes under pressure, to high standards, are flexible and reliable, with excellent interpersonal and communication skills, and can deliver a high quality of care in a busy professional environment, we would like to hear from you.

Main duties of the job

To handle inbound calls and eConsult queries to the practice, dealing with them promptly and accurately to ensure the smooth running of the practice, and the delivery of a high quality service to our patients.

About us

Portsdown Group Practice covers the whole of Portsmouth from postcode PO1 to PO7.

The Practice operates out of 6 surgeries: Cosham Park House (PO6 3BG), Crookhorn Lane (PO7 5XP), Heyward Road (PO4 0DY), Kingston Crescent (PO2 8AL), Paulsgrove (PO6 4HJ) and Somerstown (PO5 4EZ).

We are our own Primary Care Network (PCN) with a list size of approximately 57,500 patients. We have 12 Clinical Partners, 14 Salaried GPs and a comprehensive Nursing team overseen by our Clinical Team Manager and consisting of 18 Nurse / Paramedic Practitioners, 13 Registered Nurses, and 13 HCAs. The nursing team offers related wide range of services from chronic disease management to dressings and phlebotomy.

The Practice is well established, financially secure and successful. Over the last few years we have earned maximum QOF points.

Job description

Job responsibilities

Job Description

Title:Patient Care Co-ordinator

Responsible To:Surgery Team Leader / Call Centre Supervisor

Main Purpose of the Post:

To handle inbound calls and eConsult queries to the practice, dealing with them promptly and accurately to ensure the smooth running of the practice, and the delivery of a high quality service to our patients.

Duties & Responsibilities of the Post:

Main Duties:

  • Answer calls and eConsult queries promptly, and deal with them as efficiently as possible
  • Maintain a professional and helpful attitude
  • Book appointments for patients ensuring accurate data collection and that appointments are booked with the appropriate clinician
  • Provide patients with accurate information on appointments systems and processes
  • Update existing patient information onto the clinical system
  • Identify and escalate issues appropriately
  • Route calls to the appropriate resource
  • Signpost patients accordingly
  • Develop care navigation skills
  • Meet targets set on call handling and eConsult response times
  • Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.


As per both Government legislation and Practice Policies ensure that all confidentiality, data protection and information governance policies and guidelines are followed and strictly adhered to, reporting any infringements to the Operations Office immediately.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

  • Using personal security systems within the workplace according to practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Actively reporting of health and safety hazards and infection hazards immediately when recognised
  • Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
  • Undertaking periodic infection control training (minimum annually)
  • Reporting potential risks identified
  • Demonstrate due regard for safeguarding and promoting the welfare of children.
  • Reporting potential risks identified.

Equality and 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 peoples 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.

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 staff performance review.
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.


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.
  • Lead on induction and training of new staff at site
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
  • Work effectively with individuals in other agencies to meet patients needs.
  • Effectively manage own time, workload and resources.


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

  • Communicate effectively with other team members.
  • Communicate effectively with patients and carers.
  • Recognise peoples 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

Any other delegated duties considered appropriate to the post.

This job description is not intended to be exhaustive, but to indicate the main areas of responsibility. It may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties. Suggestions and discussions are welcome.

Policies and Procedures - the duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Practice, which may be amended from time to time. You are required to be flexible and the practice reserves the right to alter such fixed hours as may be considered necessary to ensure the surgery runs smoothly.

The business operates between the hours of 0700 2100 hours Monday to Friday (0800 1300 Saturday), with possible requirement for some future evening and weekend working as the business develops.

Person Specification



  • Knowledge of customer service principles and practices
  • Excellent telephone manner


  • Knowledge of call centre telephony and technology
  • Knowledge of administrative processes



  • Resilience
  • Adaptability
  • Excellent verbal and written communication skills
  • Ability to use initiative to improve processes
  • Ability to work under pressure
  • High attention to detail and accuracy
  • Excellent data entry skills



  • Work experience in a customer facing role


  • Previous history of working in an inbound call centre



  • Customer service NVQ or equivalent
  • ECDL or equivalent

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.

Tier 2 Certificate of Sponsorship

Applications from job seekers who require current Tier 2/skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2/skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Portsdown Group Practice


Cosham Park Avenue



Employer's website

Date posted

28 May 2021

Pay scheme



£9.50 an hour



Working pattern


Reference number


Job locations

Cosham Park Avenue



Supporting documents

For help with your application, contact:

Ian Cummings


If there's technical issues with the website, contact:



0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.