Care Coordinator

Central London Healthcare


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Job summary

Care Coordinators play an important role within a PCN (Primary Care Network) to proactively work with people, including the frail/elderly and those with long-term conditions, to provide coordination and navigation of care and support across health and care services. Care Coordinators will be based within our Single Point of Access (SPA) and the unique opportunity work across our services on a rotational basis. Our SPA covers the e-Hub, Secondary Care Referrals, Community Dermatology and Enhanced Cardiology Services. We provide a high quality service to all our patients and practices and believe in exceptional patient care. There will be innovative and exciting services launching which will change the way we provide services to our patients. An example of this is the Virtual Group Consultation (VGC) which will support diabetic patients with managing their conditions through peer support. This role will play a central role on the delivery of such services.

Main duties of the job

To provide administrative support for services within the Single Point of Access. This includes: - Responding to and resolving patient, referrer and service provider queries via telephone, email, econsult and instant message. - Checking referral documents for appropriateness. - Shortlisting appropriate service providers and contacting patients to book them in. - General administrative support. See the attached job description, for more details.

About us

Central London Healthcare CIC (CLH) is the GP Federation covering the Central London CCG area. The organisation supports 34 General Practices and 4 Primary Care Networks (PCNs). We operate a number of NHS contracts including a Care Navigation Service, a Clinical Pharmacy Service, a Community Dermatology Service, and Partnership in Practice (PiP) - an out-of-hospitals provision which is sub-contracted to its 34 General Practice members. Our vision is to be recognised as a leading GP provider network, run by clinicians for the benefit of our local population. We will achieve this by working with patients and partners to ensure that general practice remains sustainable and independent. Our approach is to deliver exceptional assistance to our 34 General Practice members and to operate our NHS contracts in a manner that supports our Practices and their patients by providing services economically, locally, promptly, and in a familiar environment. Now in our 13th year we look forward to our continued growth and to contributing a voice for General Practice in the planned Integrated Care System (ICS).

Job description

Job responsibilities

KEY TASKS AND RESPONSIBILITIES - To provide secondary care referral management and appointment booking for practices signed up to the service. Any practices that have opted out, referrals will need to be rejected back with advice on referral pathway for the practice. - To provide referral management and appointment booking for community based services including Dermatology and Cardiology. - To develop and maintain a knowledge of service pathways and criteria. - To enable the impact of the service to be assessed and to inform the improvement of other local services by keeping electronic records of all referrals and interventions. - To provide admin support for incoming eConsults. - To manage relevant admin related eConsults, including contacting the patient. - To redirected other eConsults to the relevant team. - To contact patients by SMS, telephone, email to update them on their eConsult. - To enable the impact of the service to be assessed and to inform the improvement of other the services by keeping accurate electronic records. - Reviewing and processing referrals received from GP Practices. - Actively call patients with a view to assisting them through the process and making their onward appointments into community or secondary care service providers. - Ensure sufficient phone cover is available for all services and also monitor service inboxes during core office hours, responding to any queries professionally providing helpful information. - Booking of appointments for appropriate referrals. - Dealing appropriately with any booking or change request calls (or other correspondence), i.e. alteration of appointment booking or change of demographic details, this will also include supporting patients with booking their secondary care appointments online. - Maintain records of all activities carried out, i.e. outbound calls, calls received, archiving any received correspondence. - Provide clinical and non-clinical information in appropriate chronological templates to other services. Regarding both onward referrals to secondary care services to allow patients to make an informed choice regarding their service provider. - Actively answer telephone calls and deal with queries in a sensitive and timely way liaising with clinical or managerial staff as is appropriate. - Ensure any messages/voicemails are dealt with appropriately and in a timely way. - Monitor and action tasks within SystmOne. - Provide support with crosschecks and service reports; distribute any incoming mail or faxes as appropriate. - Workflow eConsults into patient records on SystmOne across a number of GP Practices. - Reviewing and processing eConsults received across a number of GP Practices. - Actively call patients to resolve relevant admin requests. - Redirect eConsults to relevant team (registered practice, Clinical Pharmacist, etc). - Contacting patients by SMS, phone, email, to update them on their eConsult. - Maintain records of all activities carried out, i.e. eConsults received, coding of outcome and other relevant fields in the SystmOne template. - To maintain and develop effective communication across the team. - Proactively engage in development of the eHub. - Other administrative tasks as required. - Any other administrative tasks as required. - Provide administrative support to Central London Healthcare. - Take part in Central London Healthcare CIC events and activities where applicable, and in consultation with their line manager. Care Coordinators will be contactable by phone and email during the core opening hours of the services. The services will mirror practice opening hours which are 8.00am to 6.30pm and you will eventually be required to work your contracted hours within these times. Where practices are open at weekends, there may also be a requirement to work some of your contracted hours at your contracted rate of pay at the weekend. The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. KEY WORKING RELATIONSHIPS The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders, including:  General Practice  Central London CCG  Participate in relevant internal and external working groups/projects, services, and initiatives which develop the role and the service within Central London.

Person Specification



  • GCSE grade A to C in English and Maths

Knowledge and Skills


  • - Computer literate, able to use email, the internet and web searches as standard applications and databases.
  • - Excellent communication skills, both verbal and written.
  • - Numerate and literate, able to supply reports as required.


  • - Has, or can show capacity to develop, a good knowledge of primary care and local services.
  • - Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme.

Personal Attributes


  • - This role requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously.
  • - Participate in any training programme implemented by the organisation as part of this employment.
  • - Solution focused and able to work to service specifications and targets.
  • - Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary.
  • - Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.
  • - Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information.



  • - At least 1 years experience of working in a customer service orientated environment.


  • - Experience of working in Primary Care.
  • - Excellent SystmOne skills.

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

Central London Healthcare


1b Harewood Row



Employer's website (Opens in a new tab)

For questions about the job, contact:

Leon Appiah-Asubonteng

Date posted

08 April 2022

Pay scheme



£26,000 a year



Working pattern

Full-time, Flexible working

Reference number


Job locations

1b Harewood Row



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