Care Coordinator: Secretary and CommunicationNHS

Job summary

Working within the Operations Team, you will be a highly motivated, dynamic and proactive, Care Coordinator who will act as the primary operational liaison and knowledge expert for our clinical team on secondary and community care services.

You will ensure operational efficiency and coordinate high-quality communication patient care through the delivery of a wide range of secretarial and administrative duties, whilst also working with allied health professionals and patients.

You will actively manage, streamline and coordinate patient continuity programmes, ensuring seamless information flow and expert oversight. You will support the practice in developing positive, effective relationships with all stakeholders and through working with practice teams, the Primary Care Network and Patient Participation Group, you will lead practice communications driving engagement via digital platforms, social media and newsletters.

Main duties of the job

Key Responsibilities -

Pathway Liaison and Knowledge Source - Act as the primary contact point for GPs, clinic staff and patients regarding referrals. Processing referrals using ERS and managed pathways and proactively resolving issues within patient journeys.

Multidisciplinary Communication -Coordinate actively and effectively with Allied Health Professionals, social services, community teams, and secondary care providers to build cohesive communication flows and relationships.

Review List Management -Proactively manage and independently compile validate and track patient lists for monthly MDT meetings and reviews, specifically focusing on the Gold Standards Framework (GSF), and Continuity of Care programmes, utilising digital software packages and electronic healthcare record systems such as EMIS

Secretarial Excellence -Provide high level, efficient secretary services including handling complex and sensitive correspondence, effectively maintain workflows and accurate digital record keeping.

Practice Communications and Media Officer -Take a leading role in supporting the partnership in practice wide communications, planning content calendars, supporting in house and national health campaigns and taking creative ownership of patient newsletters, in practice and digital notice boards, website updates and official social media channels to ensure patients remain informed and engaged.

Job description

The following are the core responsibilities of the Care Coordinator: Secretary and Communications.

There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload, staffing levels and business need:

The Care Coordinator is responsible for leading our service for patient referrals, supporting clinical administration, maintaining effective communication and relationships with healthcare providers. They will be fundamental in supporting practice communications and service development to ensure high-quality patient care and efficient practice operations.

Referral and Care Coordination

• Develop and maintain strong working relationships with secondary care, community services, and other healthcare providers.
• Maintain up-to-date knowledge of local referral pathways, services, and neighbourhood working initiatives.
• Manage and maintain a comprehensive database of referral pathways, service contacts, and provider information.
• Support clinicians with the processing of electronic referrals using eRS, Ascenda Gateway, and other relevant systems.
• Process urgent and fast-track (2 Week Wait) referrals promptly, ensuring appropriate follow-up and liaison with patients, clinicians, and external services.
• Monitor and report on referral activity, identifying trends and supporting strategic initiatives to improve patient care and access to services.
• Support the review and update of practice protocols in line with current pathways and service developments.

Clinical and Administrative Support

• Provide high-quality administrative and secretarial support to GPs, Partners, and the wider clinical team.
• Prepare and process clinical correspondence, including letters, reports, referrals, and other documentation accurately and confidentially.
• Arrange appointments, investigations, and bookings, liaising with hospitals, service providers, clinicians, and patients as required.
• Action tasks delegated by clinicians and colleagues in a timely manner.
• Manage hospital correspondence and undertake administrative actions relating to incorrect registrations and patients who have left the practice.
• Assist with the preparation and administration of patient care plans under the direction of the clinical team.
• Maintain Continuity of Care and Gold Standards Framework (GSF) registers, working closely with clinical and administrative leads.
• Undertake minute-taking and prepare agendas for meetings when required.
• Complete additional administrative duties as directed by the Partners and management team.

Data Management and Systems

• Ensure accurate, timely, and secure entry of patient information onto EMIS and other practice systems.
• Maintain effective filing and record-management systems, ensuring information is accessible, accurate, and compliant with data protection requirements.
• Support the development and efficient use of digital systems and communication platforms, including BlinxPACO.

Communication and Patient Liaison

• Handle incoming and outgoing telephone calls, responding to enquiries and directing queries appropriately.
• Act as a key point of contact between the practice, patients, hospitals, and external healthcare organisations.
• Promote effective communication between the practice and local healthcare services to support seamless patient care.

Practice Communications and Engagement

• Support the implementation and ongoing development of the practice communication strategy.
• Maintain awareness of national and local healthcare campaigns and coordinate related practice communications.
• Manage the practice content calendar and oversee the planning of communication activities.
• Coordinate and manage practice social media platforms and communications.
• Produce and distribute the practice newsletter.
• Work collaboratively with the Patient Participation Group (PPG) to encourage patient engagement and gather feedback to support service improvement.

General Responsibilities

• Contribute to the continuous improvement of practice services, processes, and patient experience.
• Maintain confidentiality and comply with all practice policies, information governance standards, and regulatory requirements.
• Undertake any other reasonable duties appropriate to the role, as required to meet service needs and business priorities

The list above is not exhaustive and you will be required carry out suitable tasks as directed by the Management.

About us

The Elms Medical Centre is a long-established training practice dating back to the start of the NHS. Since then, the practice has grown and diversified to respond to the changing face and requirements of modern general practice. We are passionate and committed to our patients receiving the same level of care and compassion that we, as health care professionals, expect for ourselves and our families.

The Elms Medical Centre employs a dynamic, multi-disciplinary team including:

Clinical

GP Partners, Salaried GPs, GP Registrars, Foundation Doctors, Medical Students, Practice Nurses, Nurse Practitioner, Health Care Assistants, Student Nurse, Pharmacists, Pharmacy Technician, First Contact Physiotherapist, Social Prescriber and a Health and Wellbeing Coach

Business and Operations

Business Manager, Operations Manager, Management Assistants, Reception Supervisor, Care Navigators, Secretary, Data Administrators, IT Co-ordinators and Care Coordinators

The practice is part of Central Liverpool Primary Care Network who we work collaboratively with to deliver additional services to our patient population.

General Medical Services (GMS) contract

The practice team deliver a full range of clinical services under our General Medical Services (GMS) contract with NHS England.

Training practice status

The Elms Medical Centre is a training practice, we see GP/Medical Students/Nurse Students during the year.