Care Coordinator

Key Responsibilities Anima Management and Digital Triage Manage and process patient requests received through the Anima online consultation and triage platform. Review submissions and ensure they are directed appropriately in line with practice protocols. Liaise with GPs, nurses, pharmacists, and other clinicians regarding patient requests requiring clinical review. Communicate with patients regarding outcomes, appointments, referrals, and follow-up actions. Support the ongoing development and optimisation of Anima workflows and processes. Monitor demand and identify trends or issues impacting patient access. Escalate urgent or complex patient requests in accordance with practice procedures.Care Coordination Coordinate care for patients with long-term conditions, frailty, complex health needs, or those requiring multidisciplinary input. Support patients in accessing appropriate healthcare services across primary, community, secondary, and voluntary care sectors. Assist with care planning and follow-up activities as directed by clinicians. Work collaboratively with practice and PCN teams to ensure continuity of care. Support multidisciplinary team (MDT) meetings and associated actions where required.Care Navigation and Patient Support Signpost patients to the most appropriate healthcare professional or service. Support patients to access community, social prescribing, and wellbeing services. Assist vulnerable patients in navigating healthcare pathways and appointments. Promote patient self-management and engagement with healthcare resources. Provide information and support to patients, carers, and families.Reception and Front-of-House Support Welcome patients, visitors, and healthcare professionals in a professional and courteous manner. Manage incoming telephone calls and direct enquiries appropriately. Book, amend, and cancel appointments in accordance with practice procedures. Support patient registration and administrative processes. Respond to routine patient enquiries and resolve issues where appropriate. Manage patient arrivals and support effective patient flow within the practice. Process incoming and outgoing correspondence. Provide reception cover during periods of increased demand or staff absence.Administrative and Operational Support Support appointment management and patient access initiatives. Process clinical and administrative tasks within agreed protocols. Maintain accurate and up-to-date patient records. Assist with recalls, reviews, audits, and quality improvement initiatives. Support practice projects, enhanced services, and PCN programmes. Ensure compliance with practice policies, information governance requirements, and confidentiality standards.Multi-Functional Team Support Provide flexible support across care coordination, care navigation, reception, and administration. Work collaboratively with clinical, administrative, and management teams. Assist with service delivery during periods of increased demand or operational need. Contribute to the continuous improvement of patient services and operational processes. Undertake any other duties commensurate with the level of the role as requested by the Practice Manager or PCN Management Team.