Senior Care Co-Ordinator

While providing a professional, respectful and efficient call handling and face-to-face service, our Senior Care Coordinators play a key role in helping patients access the right support at the right time. The role requires an experienced individual who can confidently manage a wide range of patient needs, including more complex queries, while supporting the wider Care Coordination team. The Senior Care Coordinator will use their knowledge, experience and professional judgement to provide advice and guidance to patients and colleagues, signposting and coordinating patients with the most appropriate clinician or service both within and outside the practice. The post holder will work closely with clinical and non-clinical teams, taking ownership of delegated responsibilities, supporting colleagues and contributing to the effective day-to-day running and continued development of the Care Coordination function. Below highlights areas of daily duties:1. Reception and Patient Coordination Provide a professional and efficient first point of contact for patients, visitors and healthcare professionals. Deal confidently with general and complex enquiries, explaining practice protocols and procedures clearly. Book, cancel and rearrange appointments, using knowledge of available services and clinical pathways to ensure patients are directed appropriately. Provide advice, information and appropriate signposting to patients and carers. Support colleagues with more complex queries and assist with appropriate escalation where required. Maintain accurate patient records and uphold confidentiality and data protection requirements. Support the team in managing periods of high demand and prioritising workload appropriately.2. Clinical and Care Coordination Coordinate patient care and follow-up, ensuring actions are completed appropriately and within expected timescales. Work closely with GPs, nurses, clinicians and the wider multidisciplinary team to support effective patient pathways. Manage more complex or sensitive patient queries using appropriate judgement and escalate concerns where necessary. Support the Clinical Hub and wider practice teams in ensuring patient requests are directed to the most appropriate service. Identify and address issues that may affect patient care, escalating to clinical or management colleagues when appropriate. Maintain effective communication between patients, clinicians and external services.3. Administrative and Medical Support Undertake a range of administrative and medical secretary duties, including correspondence, referrals, records and follow-up actions. Process referrals and support timely communication with other healthcare providers. Maintain accurate electronic and physical records and ensure information is appropriately recorded and accessible. Assist with routine and ad-hoc reporting and provide information to support service monitoring and improvement. Support the smooth running of practice systems and processes.4. Prescription Responsibilities Process prescription requests in accordance with practice procedures. Deal confidently with prescription queries and resolve issues where appropriate, escalating to the relevant clinician when required. Communicate effectively with patients, clinicians, pharmacies and other healthcare professionals. Support colleagues with prescription-related queries and promote consistent working practices.5. Senior Responsibilities and Team Support Provide day-to-day support, advice and guidance to Care Coordinators, sharing knowledge and experience. Act as a point of reference for colleagues when dealing with more complex queries or situations. Support the effective allocation and prioritisation of workload within the Care Coordination function. Identify opportunities to improve processes, patient experience and team efficiency. Take ownership of delegated areas of responsibility and ensure actions are followed through. Contribute to team meetings, service development and practice improvement initiatives. Work collaboratively with clinical and management teams and contribute positively to the wider practice environment. The successful applicant will be expected to bring relevant experience to the role and demonstrate the ability to work independently, manage competing priorities and use appropriate judgement. Additional training and development opportunities may be available through the local Training Hub, ICB and other providers. As a Training Practice, we encourage enhanced learning and development across all roles at Embrace Medical Centre. This job description provides an overview of the main responsibilities of the role. It is not an exhaustive list, and the post holder may be required to undertake other duties appropriate to the level and nature of the role, as directed by the practice.