About this role
Job summary
The Patient Contact Coordinator will support the delivery of the Proactive Anticipatory Care (PAC) Service by proactively contacting identified patients and providing information about the service. The postholder will act as a key point of contact for eligible patients, explaining the aims and benefits of the service, answering questions, addressing concerns, and encouraging participation in proactive healthcare and wellbeing support.
Main duties of the job
The Patient Contact Coordinator will support the delivery of the Proactive Anticipatory Care (PAC) Service by proactively contacting identified patients and providing information about the service. The postholder will act as a key point of contact for eligible patients, explaining the aims and benefits of the service, answering questions, addressing concerns, and encouraging participation in proactive healthcare and wellbeing support.
About us
Sutton Primary Care Networks is the collaborative vehicle for the four Sutton PCNs and the former Sutton GP Federation working together as a single entity. We are a Community Interest Company that aims to reinvest surpluses back into general practice and primary care for the benefit of our practices and the people who form the communities we serve.
Sutton has four PCNs whose boundaries are based on historical relationships and groupings of organisations. There are some similarities of residents health and care needs unique to a particular PCN, and many more needs that are shared across all four PCNs.
Our four PCNs, represent all 21 GP surgeries around Sutton. Their collective footprints cover all of the London Borough of Sutton and its residents who are able to access and benefit from the services and improvements offered by Primary Care Networks.
Job description Job responsibilities
Patient Engagement and Outreach
Proactively contact patients identified as potentially benefiting from the PAC service. Explain the purpose, benefits, and processes of the PAC service in a clear and patient-centred manner. Build positive relationships with patients and encourage engagement with the service. Discuss how the service may support patients to better manage their health, wellbeing, and independence. Address patient queries and concerns sensitively and professionally. Support patients to understand what to expect from assessments and follow-up support. Encourage participation in assessments and associated PAC interventions. Identify barriers to engagement and work collaboratively with patients to overcome them where possible. Ensure all patient interactions are conducted in a compassionate, respectful and non-judgemental manner. Recognise concerns requiring urgent clinical input and escalate appropriately. Participate in patient engagement campaigns and initiatives designed to increase service uptake. Telephony and Enquiries Management
Monitor and manage the PAC service telephone line during operational hours. Act as the first point of contact for patients, carers, relatives, healthcare professionals and partner organisations contacting the service. Answer enquiries promptly, professionally and courteously. Provide accurate information regarding the PAC service and available support pathways. Signpost callers to appropriate healthcare, community, voluntary sector, or support services. Direct enquiries to the relevant clinician, care coordinator, manager, or organisation where appropriate. Take accurate and comprehensive messages and ensure these are communicated promptly to the relevant team member. Escalate urgent clinical, safeguarding, welfare, or operational concerns in line with service procedures. Maintain accurate records of all incoming calls, enquiries, actions and outcomes. Support the resolution of enquiries and ensure callers receive a positive experience of the service. Coordination and Administration
Arrange appointments and assessment bookings for PAC Care Coordinators and other members of the multidisciplinary team. Maintain accurate and timely records using clinical and administrative systems. Update patient tracking systems and databases to reflect outcomes of contact attempts and engagement activities. Record patient decisions, appointments, declines and follow-up requirements accurately. Support management of referral lists and patient pipelines. Liaise with GP practices and PAC colleagues regarding patient engagement outcomes. Assist with the collection and reporting of service activity data and key performance indicators. Ensure compliance with Information Governance, GDPR and confidentiality requirements. Support data quality audits and service monitoring exercises. Service Support and Development
Promote awareness and understanding of the PAC service across stakeholders and partner organisations. Participate in team meetings and service development initiatives. Provide feedback regarding patient experience, common themes and barriers to engagement. Contribute to the development of patient communication materials and engagement approaches. Work collaboratively with colleagues to continually improve patient uptake and accessibility of the service. Support audits and quality improvement activities where required.
Person Specification
Experience Essential
-Experience in a customer service, administration, reception, call handling or patient-facing role. -Experience communicating with individuals in a sensitive and professional manner. - Experience maintaining accurate records and databases. -Experience managing telephone enquiries and communicating effectively over the telephone.
Desirable
-Previous experience working within the NHS, healthcare, social care or voluntary sector. -Experience undertaking proactive telephone outreach campaigns. -Experience of appointment booking and service coordination.
Qualifications Essential
-Educated to GCSE level or equivalent, including English and Mathematics. -Evidence of relevant administrative, customer service or healthcare experience. -Willingness to undertake relevant training and development.
Desirable
-Previous experience of working in health or social care sector. -Training in customer service, care navigation, motivational interviewing or health coaching. - NVQ level 3 in related field.
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 Sutton Primary Care Networks
Address Thomas Wall Centre
52 Benhill Avenue
Sutton
Surrey
SM1 4DP
United Kingdom
Employer's website https://www.suttonpcns.co.uk/ (Opens in a new tab)