About this role
Job summary
We are seeking a proactive and patient-focused Patient Engagement Coordinator to join our busy GP practice in Tower Hamlets, serving approximately 9,500 patients. The successful candidate will play a key role in improving patient access to healthcare services by proactively contacting patients who are due for important health reviews, screenings, vaccinations, and chronic disease monitoring appointments.
Working closely with our clinical and administrative teams, you will support the practice in increasing uptake of NHS health interventions, including Long Term Condition (LTC) reviews, cancer screening programmes, childhood and adult immunisations, annual health checks, and other preventive healthcare services. Through effective communication and patient engagement, you will help improve health outcomes and ensure patients receive the care they need at the right time.
Main duties of the job
Proactively contact patients by telephone, text message, and other approved communication methods to encourage attendance for NHS health reviews and appointments. Support the recall and booking process for patients requiring Long Term Condition reviews, cancer screenings, immunisations, health checks, and other preventative care services. Communicate the importance and benefits of attending appointments in a clear, professional, and empathetic manner. Respond to patient queries and concerns, helping to overcome barriers to engagement and access to healthcare. Accurately book appointments and manage clinic schedules in line with practice protocols. Update patient records and document all interactions accurately using the practice clinical system. Work collaboratively with GPs, nurses, healthcare assistants, and administrative staff to improve patient participation and service uptake. Monitor and report on patient engagement activity, recall performance, and appointment booking outcomes. Maintain confidentiality and comply with NHS information governance, safeguarding, and data protection requirements.Contribute to practice quality improvement initiatives aimed at enhancing patient access, experience, and health outcomes.
About us
We are a well-established and highly regarded GP practice in Tower Hamlets, providing high-quality primary care services to a diverse patient population of approximately 9,500 registered patients.
Our practice is committed to delivering safe, effective, and compassionate healthcare, with a strong focus on prevention, early intervention, and the management of long-term health conditions. We work closely with local NHS partners and community services to ensure our patients receive accessible, coordinated, and person-centred care.
We pride ourselves on fostering a supportive and inclusive working environment where staff are valued, encouraged to develop their skills, and empowered to make a positive difference to the health and wellbeing of our local community.
Job description Job responsibilities
We are seeking a proactive, resilient, and patient-focused individual to join our GP Practice as a Patient Engagement Coordinator. This important role will support the practice in improving patient access to essential healthcare services by proactively contacting patients who are overdue for reviews, screenings, vaccinations, and other clinical appointments.
As part of our administrative team, you will play a key role in helping patients access timely care and ensuring the practice meets its quality and performance objectives. You will be responsible for contacting patients, managing appointment bookings, and supporting recall campaigns for a range of NHS services, including Long Term Condition (LTC) reviews, cancer screening programmes, childhood and adult immunisations, annual health checks, and other preventative healthcare initiatives.
You will make a high volume of outbound calls each day, engaging with patients who may be unaware of the importance of their appointments, reluctant to attend, or difficult to contact. Strong communication skills, empathy, and the ability to build rapport are essential to encourage patient participation and improve health outcomes.
This is a busy and rewarding role that requires excellent organisational skills, attention to detail, and the ability to work effectively within a fast-paced primary care environment. You will work closely with GPs, nurses, healthcare assistants, and other members of the practice team to support patient care and service delivery.
Key responsibilities include:
Contacting patients by telephone, text message, or other approved communication methods to promote attendance at clinical reviews and appointments. Booking, rearranging, and managing appointments in accordance with practice procedures. Explaining the purpose and importance of healthcare reviews, screenings, and vaccinations in a clear and professional manner. Accurately recording patient interactions and updating records using the practice clinical system. Supporting the delivery of recall and call/recall programmes across multiple clinical areas. Monitoring appointment uptake and following up with patients where required. Maintaining patient confidentiality and complying with NHS information governance requirements. Working towards agreed objectives and contributing to practice performance targets. Attending regular team meetings, training sessions, and performance review meetings to support continuous improvement and professional development. Undertaking any other administrative duties appropriate to the role as requested by the Business Manager.
Person Specification
Experience Essential
Previous experience working within a primary care environment, with an understanding of GP practice operations and patient services.
Desirable
Familiarity with EMIS Web or other NHS clinical systems. Understanding of Long Term Condition management and recall processes within primary care. Knowledge of NHS screening and immunisation programmes.
Qualifications Essential
GCSE/A-Level
Desirable
Previous experience working in a GP practice, primary care, or NHS setting. Experience of managing patient appointments and recall programmes. Experience undertaking high-volume outbound calling. Ability to explain healthcare information in a clear and accessible manner. Experience using EMIS Web or similar clinical systems.
Skills Essential
Excellent communication and interpersonal skills. Ability to engage confidently with patients from diverse backgrounds. Strong telephone manner and active listening skills. Ability to manage difficult conversations professionally and sensitively. Good organisational and time-management skills.
Desirable
Excellent IT skills, including Microsoft Office applications and data entry
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 Bethnal Green Health Centre
Address 60 Florida Street
London
E2 6LL
United Kingdom
Employer's website http://www.bethnalgreenhealthcentre.nhs.uk (Opens in a new tab)