About this role
Job summary
The PCN Service Coordinator will provide operational, administrative and coordination support across a range of PCN services, programmes and transformation initiatives. The postholder will support service delivery, patient engagement, care coordination, digital transformation activities, data management and performance monitoring to ensure services are delivered effectively and efficiently across the network.
Main duties of the job
Working closely with the PCN Manager and wider management team, the postholder will support the implementation of service improvements, coordinate day-to-day activities, maintain accurate records and reporting processes, and contribute to the ongoing development of primary care services and neighbourhood health initiatives.
The role is designed to provide flexible support across PCN functions and workstreams in response to organisational priorities and service needs. Whilst this post has a particular focus on neighbourhood health and partnership working, the postholder will work collaboratively with other Service Coordinators to ensure resilience and continuity across all PCN functions.
About us
Newport & Central Primary Care Network (PCN) consists of four practices: Wellington Road Surgery, Linden Hall Surgery, Donnington Medical Practice and Shawbirch Medical Centre, serving approximately 60,000 patients.
Successful applicants will be invited to interview w/c 30th November 2026
Job description
Job responsibilities
Main Duties and Responsibilities
Service Coordination and Administration
Provide administrative and coordination support across a range of PCN services and programmes.
Assist with the planning, organisation and day-to-day operation of designated PCN services.
Support the implementation and ongoing delivery of service developments, projects and transformation initiatives.
Maintain service records, activity data and documentation to support safe and effective service delivery.
Respond to enquiries from patients, practices, healthcare professionals and partner organisations in a timely and professional manner.
Support the coordination of clinics, appointments, meetings, events and service-related activities as required.
Monitor actions and support delivery of agreed objectives and priorities across PCN programmes.
Care Coordination and Patient Support
Support patients to access appropriate health, care and community services in line with identified needs, including but not limited to, by responding to online communication requests and phone calls.
Assist in coordinating care and support for identified patient cohorts, helping to improve access, outcomes and patient experience.
Work collaboratively with PCN staff, member practices and external organisations to support integrated care delivery.
Signpost patients to community, voluntary sector and support services where appropriate.
Maintain accurate patient records and update relevant systems in accordance with organisational policies and procedures.
Support patient engagement and outreach activities, particularly for underserved populations and priority groups.
Neighbourhood Health Coordination
Support the delivery of emerging neighbourhood health priorities and programmes as these develop locally and nationally.
Organise and administer multidisciplinary team (MDT) meetings, including scheduling meetings, preparing agendas, coordinating attendance and distributing supporting documentation.
Attend MDT and neighbourhood meetings as required and produce accurate records, minutes and action logs.
Monitor actions arising from meetings and support stakeholders to progress agreed objectives.
Support the coordination of population health, prevention and proactive care initiatives as neighbourhood programmes develop.
Maintain records of neighbourhood activity and outcomes to support programme oversight and reporting.
Support the maintenance of shared caseloads, patient tracking processes and action management systems, ensuring information is accurate and up to date.
Contribute to the ongoing development of neighbourhood working arrangements and governance processes.
Service Administration, Reporting and Monitoring
Input, maintain and validate information across PCN systems, databases and spreadsheets.
Maintain action trackers and project documentation across PCN programmes.
Assist with audits, searches and information gathering exercises.
Support the monitoring of agreed work plans, neighbourhood objectives and project milestones.
Assist with the administration of contracts, service specifications and programme documentation where required.
Ensure records and documentation are maintained in accordance with governance and information management requirements.
Flexible Operational Support
Provide administrative and operational support across PCN clinical and non-clinical services, including where additional capacity is required.
Work flexibly across different workstreams in response to service demands and organisational priorities.
Support the implementation of new initiatives and service developments where appropriate.
Support activities designed to improve patient experience, reduce health inequalities and improve access to services.
Support engagement with community groups, voluntary sector organisations and external stakeholders.
Undertake any other duties consistent with the nature and grade of the role.
Escalate concerns relating to patient care, safeguarding, clinical risk or delays in service delivery to the appropriate professional in accordance with agreed procedures.
Person Specification
Experience
Essential
- Experience of providing administrative, coordination or operational support within a healthcare, public sector or customer-focused environment.
- Experience of working with electronic systems, databases and spreadsheets.
- Experience of using EMIS Web.
- Experience of maintaining accurate records and handling confidential information.
Desirable
- Experience of working within Primary Care, General Practice, a Primary Care Network (PCN) or the NHS.
- Experience of supporting service improvement, transformation projects or quality improvement activities.
- Experience of producing reports and monitoring service activity.
Qualifications
Essential
- Educated to GCSE level (Grade 4/C or above) or equivalent, including English and Mathematics.
- Competent in the use of Microsoft Office applications.
Desirable
- Qualification in administration, business support, healthcare administration or a related field.
- Evidence of relevant professional development.
Skills and Abilities
Essential
- Excellent communication and interpersonal skills.
- Strong organisational skills and ability to manage competing priorities.
- Good attention to detail and accuracy.
- Ability to work independently and as part of a team.
- Ability to build and maintain effective working relationships with colleagues, patients and partner organisations.
- Ability to use initiative and adapt to changing priorities.
- Commitment to maintaining confidentiality and professional standards.
Desirable
- Confidence supporting patients to access services and information.
- Ability to analyse and present information in a clear and meaningful way.
- Interest in service improvement and innovation.
Knowledge
Essential
- Understanding of confidentiality, data protection and information governance requirements.
- Understanding of the importance of accurate record keeping and data quality.
Desirable
- Knowledge of Primary Care Networks and their role within the NHS.
- Understanding of General Practice and Primary Care services.
- Awareness of health inequalities, patient engagement and digital inclusion initiatives.
Personal Qualities
Essential
- Professional and approachable manner.
- Flexible and adaptable to changing priorities.
- Reliable and self-motivated.
- Positive and proactive approach to work.
- Ability to work collaboratively with a range of stakeholders.
- Commitment to delivering high-quality patient-centred services.
- Commitment to confidentiality and professional standards.
Desirable
- Enthusiastic about service improvement and innovation.
- Willingness to learn and develop new skills.
- Interest in supporting the ongoing development of primary care services.
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
Newport & Central Primary Care Network
Address
Newport & Central PCN
Acorn Way
Shawbirch
Telford
TF5 0LW
United Kingdom
Employer's website
https://www.newportandcentralpcn.co.uk/ (Opens in a new tab)