Job summary
A Role That Will Challenge You. A Role That Will Change Lives.
Some roles test your skills. This one will test your heart, your resolve, and your ability to bring calm into challenging situations all while making a life-changing difference.
Were looking for an exceptional individual to become our Special Allocation Scheme Coordinator, supporting patients whove been removed from standard GP services due to serious, often police-reported incidents. Patients on the Special Allocation Scheme can be some of the most complex and challenging within the health system and they need someone who will support them to access routine general practice health services.
This role is part time, 20 hours per week, Monday to Friday (4 hours a day between the hours of 8.30am - 6pm. Times can be discussed)
Main duties of the job
Youll need to be a proactive self-starter someone whos confident working independently, able to think on their feet, develop documentation or tools from scratch when needed, and spot opportunities to improve and expand the role as the service requires.
So are you:
- Resilient in the face of challenge
- Empathetic when others might turn away
- Skilled in de-escalation and calm communication
- Meticulous with data, reports, and records
- Driven to make a real difference to people who are often misunderstood
- Independent and inventive to create solutions from scratch.
This is not a role for the faint-hearted. Its for someone with courage, compassion, and a fierce commitment to doing right by people, no matter their circumstances.
If you thrive in tough situations, believe in second chances, and want to be part of a service that quietly transforms lives we want to hear from you.
About us
Kernow Health CIC, a Community Interest Company, supports General Practice and delivers Primary Care Services at scale in Cornwall. Established in May 2011 by a group of Cornwall Practices, we are a GP-owned provider organisation delivering several NHS contracts across Cornwall. These include:
- Cornwall 111 Integrated Urgent Care Service
- School Immunisation Programme
- Childrens Eating Disorder Service
- Cornwall Training Hub
Why Join Kernow Health CIC?
Kernow Health CIC is a local organisation, owned by General Practitioners, delivering a number of NHS contracts across Cornwall where profits are reinvested back into the company to support healthcare across Cornwall.
Working with us, you will benefit from:
- A clear career framework with pathways for promotion and career development.
- Employee benefit programme through Vivup!
- 6 weeks pro rata holiday entitlement (including bank holidays), with the ability to buy and sell annual leave.
- Being part of a local, agile and innovative team.
- Access to a great support network within a multi-professional team.
- Access to pension scheme, sickness, maternity and paternity pay.
- Access to training and continuous professional development through the Cornwall Training Hub.
Job description
Job responsibilities
Key Duties and Responsibilities:
- Responding promptly and appropriately to incoming calls from Special Allocation Scheme (SAS) patients
- Coordinating and booking face-to-face and telephone appointments to specified GP surgeries in line with clinical and operational requirements
- Processing repeat medication requests efficiently and accurately
- Acting as a liaison between SAS patients and GP surgeries, ensuring clear, consistent communication and mutual understanding
- Booking appointments that require the presence of security personnel when necessary, liaising directly with the security service personnel
- Preparing and sending written communications, including letters and notifications, to patients
- Monitoring and maintaining an up-to-date record of patients on the SAS
- Managing the onboarding process for new patients entering the scheme
- Maintaining accurate financial records, including processing invoices and raising purchase orders (POs)
- Recording all patient interactions and activities within the scheme to ensure a clear audit trail
- Supporting data collection and analysis for service reports, panel reviews, and performance monitoring
Additional responsibilities:
- Building and maintaining professional, non-judgmental relationships with patients to promote engagement and continuity of care
- Supporting the triage service for all incoming patient contacts, supporting the assessment of urgency, and signposting or escalating appropriately to a Clinician.
- Identifying potential safeguarding concerns and escalating appropriately in line with policy
- Supporting clinicians and service leads by providing timely updates on patient issues or incidents
- Ensuring all patient data is handled in accordance with GDPR and confidentiality guidelines
- Contributing to the continuous improvement of the SAS service through feedback, audit, and service development discussions
- Managing and updating patient records within the Adastra clinical systems with precision and care
- Monitoring compliance with key service standards and alerting the relevant teams to any breaches or risks
- Supporting the coordination and scheduling of regular panel reviews and maintaining clear documentation of outcomes
- Providing emotional support and calm intervention during challenging or escalating situations, using de-escalation techniques effectively
- Contribute to the development of policies, procedures, and best practices in patient risk management and vulnerable person support
- Assisting with the induction and mentoring of new team members or temporary staff as needed
General
- All employees and teams are expected to:
- Respect each other and be courteous and sensitive to everyone's needs and concerns
- Be accountable for your work
- Be flexible about job and task assignments
- Be willing to help each other instead of displaying an its not my job attitude
- Ask for help when needed
- Work safely together
- Be open to constructive feedback without being defensive or negative
- Be self-motivated and reliable
- Share ideas for improvement
- Be cheerful, positive, and encouraging to other team members
- Actively contribute to the Organisations values and behaviours ensuring that relevant processes are open and transparent and encourage the confidence of staff, patients, partner organisations, the public and other agencies.
- Promote a positive organisational image.
- Promote own personal and others health, safety, and security, taking the appropriate action to report risk in accordance with policy.
- Ensure that equipment and resources are managed effectively to reduce waste and promote cost efficiency.
- Ensure the safe keeping and maintenance of equipment in accordance with policy, reporting defect or loss.
- Maintain personal development to meet the changing demands of the job, participate in an annual appraisal and appropriate training activities.
- Ensure compliance with all Kernow Health CIC statutory and mandatory training requirements, policies and protocols.
- Take appropriate responsibility to ensure that your objectives are aligned with the core team and organisational objectives.
- To demonstrate agility through adapting to the needs of the organisation by working flexibly in response to changing organisational requirements and priorities.
- You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.
Job description
Job responsibilities
Key Duties and Responsibilities:
- Responding promptly and appropriately to incoming calls from Special Allocation Scheme (SAS) patients
- Coordinating and booking face-to-face and telephone appointments to specified GP surgeries in line with clinical and operational requirements
- Processing repeat medication requests efficiently and accurately
- Acting as a liaison between SAS patients and GP surgeries, ensuring clear, consistent communication and mutual understanding
- Booking appointments that require the presence of security personnel when necessary, liaising directly with the security service personnel
- Preparing and sending written communications, including letters and notifications, to patients
- Monitoring and maintaining an up-to-date record of patients on the SAS
- Managing the onboarding process for new patients entering the scheme
- Maintaining accurate financial records, including processing invoices and raising purchase orders (POs)
- Recording all patient interactions and activities within the scheme to ensure a clear audit trail
- Supporting data collection and analysis for service reports, panel reviews, and performance monitoring
Additional responsibilities:
- Building and maintaining professional, non-judgmental relationships with patients to promote engagement and continuity of care
- Supporting the triage service for all incoming patient contacts, supporting the assessment of urgency, and signposting or escalating appropriately to a Clinician.
- Identifying potential safeguarding concerns and escalating appropriately in line with policy
- Supporting clinicians and service leads by providing timely updates on patient issues or incidents
- Ensuring all patient data is handled in accordance with GDPR and confidentiality guidelines
- Contributing to the continuous improvement of the SAS service through feedback, audit, and service development discussions
- Managing and updating patient records within the Adastra clinical systems with precision and care
- Monitoring compliance with key service standards and alerting the relevant teams to any breaches or risks
- Supporting the coordination and scheduling of regular panel reviews and maintaining clear documentation of outcomes
- Providing emotional support and calm intervention during challenging or escalating situations, using de-escalation techniques effectively
- Contribute to the development of policies, procedures, and best practices in patient risk management and vulnerable person support
- Assisting with the induction and mentoring of new team members or temporary staff as needed
General
- All employees and teams are expected to:
- Respect each other and be courteous and sensitive to everyone's needs and concerns
- Be accountable for your work
- Be flexible about job and task assignments
- Be willing to help each other instead of displaying an its not my job attitude
- Ask for help when needed
- Work safely together
- Be open to constructive feedback without being defensive or negative
- Be self-motivated and reliable
- Share ideas for improvement
- Be cheerful, positive, and encouraging to other team members
- Actively contribute to the Organisations values and behaviours ensuring that relevant processes are open and transparent and encourage the confidence of staff, patients, partner organisations, the public and other agencies.
- Promote a positive organisational image.
- Promote own personal and others health, safety, and security, taking the appropriate action to report risk in accordance with policy.
- Ensure that equipment and resources are managed effectively to reduce waste and promote cost efficiency.
- Ensure the safe keeping and maintenance of equipment in accordance with policy, reporting defect or loss.
- Maintain personal development to meet the changing demands of the job, participate in an annual appraisal and appropriate training activities.
- Ensure compliance with all Kernow Health CIC statutory and mandatory training requirements, policies and protocols.
- Take appropriate responsibility to ensure that your objectives are aligned with the core team and organisational objectives.
- To demonstrate agility through adapting to the needs of the organisation by working flexibly in response to changing organisational requirements and priorities.
- You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.
Person Specification
Additional Requirements
Essential
- A criminal record check satisfactory to the organisation.
- Ability to travel into work for shifts without difficulty.
Desirable
Personal Qualities
Essential
- Resilient, adaptable and able to work under pressure
- Emotionally intelligent, empathetic and maintains professional boundaries
- Commitment to service quality, safety and continuous improvement
- Willingness to continuous personal development and ability to learn
Experience
Essential
- Previous call centre/customer service experience or experience of working with members of the public
- Experience working with vulnerable or complex patient groups, including those who may be challenging
- Evidence of professional resilience and remaining calm in emotionally charged or difficult situations
- Experience in accurate data collection, reporting and inputting
- Experience working within healthcare, social care, or another public service setting
Desirable
- Experience of multi-agency working e.g. with police, mental health teams
- Previous experience of dealing with high volumes of inbound calls or equivalent workload
- Experience of working to targets and KPIs.
Skills & Abilities
Essential
- Commitment to providing excellent patient care
- Good standard of written and verbal English
- Excellent verbal and written communication skills, with a calm and compassionate telephone manner
- Strong organisation skills with the ability to prioritise a varied workload.
- Proficiency in Microsoft Office applications, particularly Word and Excel
- Attention to detail and a conscientious approach to administrative and data-related tasks
- Ability to manage sensitive patient information in line with confidentiality and GDPR requirements
- Ability to build and maintain professional relationships with individuals who may be disengaged or distressed
- Ability to work independently and as part of a team
- Ability to problem solve
Desirable
- Conflict Management skills/experience
Qualifications
Essential
- GCSEs in Maths and English grade C or above
- NVQ level 3 in Business Administration or equivalent experience
Desirable
- Educated to A level or degree level (or equivalent)
- Relevant training in de-escalation, conflict resolution, or safeguarding
Person Specification
Additional Requirements
Essential
- A criminal record check satisfactory to the organisation.
- Ability to travel into work for shifts without difficulty.
Desirable
Personal Qualities
Essential
- Resilient, adaptable and able to work under pressure
- Emotionally intelligent, empathetic and maintains professional boundaries
- Commitment to service quality, safety and continuous improvement
- Willingness to continuous personal development and ability to learn
Experience
Essential
- Previous call centre/customer service experience or experience of working with members of the public
- Experience working with vulnerable or complex patient groups, including those who may be challenging
- Evidence of professional resilience and remaining calm in emotionally charged or difficult situations
- Experience in accurate data collection, reporting and inputting
- Experience working within healthcare, social care, or another public service setting
Desirable
- Experience of multi-agency working e.g. with police, mental health teams
- Previous experience of dealing with high volumes of inbound calls or equivalent workload
- Experience of working to targets and KPIs.
Skills & Abilities
Essential
- Commitment to providing excellent patient care
- Good standard of written and verbal English
- Excellent verbal and written communication skills, with a calm and compassionate telephone manner
- Strong organisation skills with the ability to prioritise a varied workload.
- Proficiency in Microsoft Office applications, particularly Word and Excel
- Attention to detail and a conscientious approach to administrative and data-related tasks
- Ability to manage sensitive patient information in line with confidentiality and GDPR requirements
- Ability to build and maintain professional relationships with individuals who may be disengaged or distressed
- Ability to work independently and as part of a team
- Ability to problem solve
Desirable
- Conflict Management skills/experience
Qualifications
Essential
- GCSEs in Maths and English grade C or above
- NVQ level 3 in Business Administration or equivalent experience
Desirable
- Educated to A level or degree level (or equivalent)
- Relevant training in de-escalation, conflict resolution, or safeguarding
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.
