About this role
Job summary
Are you organised, approachable and enjoy working with people? Are you looking for a rewarding role where you can make a real difference to patients and support local healthcare services? If so, we would love to hear from you!
We are looking for a friendly, enthusiastic and reliable PCN Administrator / Care Homes Coordinator to join our Primary Care Network (PCN), supporting 5 GP practices within the same local area.
This is an exciting opportunity to work closely with GP practices, care homes and a range of healthcare professionals, helping to ensure that patients, mainly care home residents, receive the right care and support at the right time.
You will play an important role in supporting the day-to-day running of our PCN services, helping teams stay organised, coordinating care and making sure information is shared effectively between care homes, GP practices and other healthcare professionals.
We are looking for someone who is a great team player but is also confident working independently and using their own initiative. You will need good communication and organisational skills, the ability to manage different tasks and meet deadlines, and a positive, flexible and can-do attitude. Being approachable, reliable and understanding the importance of patient confidentiality is essential.
The successful candidate must be happy to support all 5 GP practices within the same local area, which may involve travelling between practice sites when needed.
Main duties of the job
Key responsibilities for the role will include managing waiting lists, booking and coordinating patient appointments, updating clinical systems, and maintaining accurate records. The post-holder will communicate directly with patients and care homes regarding appointments and follow-ups, as well as take minutes at team meetings and support effective communication across five GP practices. The role requires the ability to work independently, manage time effectively, and collaborate with a range of healthcare professionals to ensure smooth service delivery and continuity of care.
About us
Nexus PCN is located in the centre of the vibrant city of Exeter in Devon and has a population of around 42,000. There are 5 surgeries within the PCN, within close proximity of each other, with excellent inter-personal relations, a good support network and a history of collaborative working. The practices are Mount Pleasant Health Centre, The Heavitree Practice, South Lawn Medical Centre, Isca Medical Practice and Hill Barton Surgery. Our population is diverse, with varying levels of socio-economic status, young families, elderly patients and university students all of whom make providing care very interesting.
Job description
Job responsibilities
General Administrative Support
Provide day-to-day administrative support to Dietitians, Occupational Therapists, Pharmacy and Health & Wellbeing Teams
Manage emails, telephone calls, letters and incoming and outgoing post
Arrange meetings, training sessions, supervision and team catch-ups
Book meeting rooms, prepare agendas and take minutes during meetings
Organise and maintain electronic records, databases and waiting lists
Manage and prioritise daily tasks to make sure work is completed on time
Patient Communication and Appointments
Respond to patient enquiries by telephone, email, text and/or letter
Book, rearrange and cancel patient appointments
Answer incoming calls professionally and deal with patient queries and direect calls as needed
Contact patients about appointments, medication changes, clinical reviews and service updates
Make sure patients who need extra support or different ways of communicating are given appropriate help
Clinical Administration and Patient Records
Arrange and manage clinical appointments and clinics using SystmOne and NHS-mail Calendar
Add information from medical letters, discharge summaries and other clinical documents to patient records
Review incoming clinical correspondence and send it to the correct team member for action
Scan and upload medical documents into SystmOne
Manage patient waiting lists, recalls and follow-up appointments
Arrange blood tests and other routine investigations when requested
Care Home Support and Coordination
Manage and organise a caseload of care home residents, working closely with GPs and the wider healthcare team
Register new care home residents with the relevant GP practice
Complete initial assessments and personalised care and support plans (PCSPs) with the appropriate clinical team
Make sure care home residents' records are up to date, including next of kin, Power of Attorney details, monthly weights and other important information
Organise, chair and take minutes at weekly care home ward rounds and MDT meetings, both online and face to face
Arrange care home reviews with GPs, Occupational Therapists, Pharmacy Teams and other healthcare professionals
Answer telephone calls and queries from care homes and help resolve issues
Manage duty screens and deal with medication requests, including urgent and missing medication requests, referring these to the appropriate clinician where necessary
Request Treatment Escalation Plans (TEPs) and Just in Case (JIC) medication bags when needed
Arrange medication reviews, blood tests and other appointments for care home residents
Support the organisation vaccinations for care home residents and housebound patients
Pass on important information from GPs and other healthcare professionals to care home staff
Support Occupational Therapists with care home visits and assessments where required
Work with community services to improve support and care for care home residents
Medication and Prescription Administration
Provide administrative support to the Pharmacy Team, GPs and prescribing team
Process repeat prescription requests and support the reauthorisation of repeat medication in line with practice procedures and clinician approval
Manage and triage medication related tasks, sending them to the appropriate prescriber when needed
Deal with general prescription requests and medication queries from patients, care homes and GP reception teams
Liaise with community pharmacies about prescription requests, missing medication and other medication issues
Review discharge summaries and clinic letters and forward medication related information to the correct team member
Send letters and other correspondence to patients about medication changes
Arrange and book medication reviews for patients and care home residents
Follow up outstanding medication requests and queries
Action MHRA (Medicines & Healthcare products Regulatory Agency) alerts in line with practice procedures
Share important medication and prescribing updates with GPs and other prescribers
Support medication safety work and pharmacy-related projects
Medication Monitoring and Patient Follow-Up
Run searches and identify patients who need medication monitoring or routine reviews
Contact patients to remind them to attend for outstanding blood tests and other checks
Arrange to follow up patients who need blood pressure readings, height, weight, ECGs, pulse checks and other monitoring
Keep track of outstanding monitoring and contact patients who have not attended
Inform the appropriate healthcare professional about any outstanding checks or concerns
Make sure relevant information is recorded in patient records
Audits, Reports and Patient Safety
Help collect and organise information for clinical audits, research and service improvement projects
Run reports and gather information for projects, including DMOS and Local Enhanced Service (LES) work
Support the completion of CQC and patient safety audits
Support the team with new projects and changes to services
Group Sessions and Clinical Service Support
Arrange and organise patient group sessions and clinics
Add patients to waiting lists for group sessions and services
Send appointment confirmations, reminders and information about group sessions
Send patient resources and information before appointments or group sessions
Update clinic schedules when staff are on leave or when meetings and other changes affect appointments
Rearrange appointments when necessary and inform patients of any changes
Organisation, Workload and Patient Care
Plan and organise daily work to make sure important tasks are completed on time
Manage and prioritise an allocated caseload and workload
Support other members of the team when needed
Make sure patient appointments, reviews and follow-up actions are properly organised
Recognise when a patient may need extra help and pass concerns to the appropriate healthcare professional
Support safeguarding arrangements for vulnerable adults and attend safeguarding meetings when required
Help follow agreed care plans and make sure relevant information is shared with the right people
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
The post holder may have access to confidential information relating to patients and their carer(s), practice staff and other healthcare workers in the performance of their duties outlined in this job description. They may also have access to information relating to practices within the PCN as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of practices within the PCN may only be divulged to authorised persons in accordance with PCN policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Training and personal development
Training requirements will be monitored by appraisals and will be in accordance with practice requirements. Personal development will be encouraged and supported by Nexus. It is the individuals responsibility to remain up to date with recent developments.
Participate in the education and training of students of all disciplines and the introduction of all members of the practice staff where appropriate.
Enhance own performance through Continuous Professional Development, attendance at courses and study days as deemed useful, and imparting own knowledge and behaviours to meet the needs of the service. Ensure PREP requirements are met.
If it is necessary to expand the role to include additional responsibilities, full training will be given.
Develop and maintain a Personal Learning Plan.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in Nexus PCN Health & Safety Policy, individual practice Health & Safety Manuals, and practice Control policies and published procedures.
Equality and Diversity
The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with PCN procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Personal / Professional Development
The post holder will participate in any training program implemented by the PCN as part of this employment, such training to include:
Participation in individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post holder will strive to maintain quality within the PCN, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patients needs.
Person Specification
Qualifications
Essential
- Good standard of general education to GCSE or equivalent.
- Evidence of continuing professional development
Desirable
- Educated to NVQ Level 3 in Business Administration or equivalent.
Experience
Essential
- Excellent organisational skills.
- Excellent communication skills, both written and verbal.
- Ability to communicate at all levels.
- Ability to work on own initiative.
- Ability to prioritise workload.
- Good IT skills.
- Experience of working within a multi-disciplinary team.
- Well versed in use of Microsoft Office (Excel, PP, Word & Outlook).
Desirable
- Experience in use of databases.
- Ideally 2 years experience of working with healthcare professionals and or previous experience in the NHS or social care or relevant field.
- Knowledge/familiarity with medical terminology.
Person Specification
Essential
- Proactive and self-motivated.
- Excellent people skills.
- Resilient and professional.
- Able to both recognise and prioritise priorities.
- Ability to work as part of a team.
- Trustworthy and dependable.
- Adaptable and innovative.
- Enthusiastic with energy and drive.
- Hard working, reliable and resourceful.
- Sensitive and empathetic in distressing situations.
- Ability to work without supervision.
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
Nexus Devon Primary Care Network
Address
Mount Pleasant Health Centre
Mount Pleasant Road
Exeter
Devon
EX4 7BW
United Kingdom
Employer's website
https://www.mountpleasanthealthcentre.co.uk/ (Opens in a new tab)