About this role
Job summary
This is an exciting opportunity to play a key role in supporting patients, coordinating care, managing digital patient requests through the Anima platform, and contributing to the smooth day-to-day running of a busy GP practice.
We are looking for someone who is adaptable, proactive, and committed to delivering excellent patient care. The successful candidate will be comfortable working in a fast-paced environment and collaborating with a multidisciplinary healthcare team.
This role is primarily aligned to Lighthouse Group Practice but remains employed by and accountable to Brunel Primary Care Network. The post holder may occasionally be required to support wider PCN initiatives and projects as operational needs dictate.
The role is intended to be flexible and responsive to the evolving needs of the practice and PCN. The successful candidate will be expected to undertake a range of duties across care coordination, digital triage, administration, reception, and patient access services to support the delivery of safe, effective, and high-quality patient care.
Main duties of the job
As a Care Coordinator, you will act as a central point of contact for patients, clinicians, and external organisations. You will help patients navigate healthcare services, support those with complex needs, manage online consultation requests, and provide flexible support across reception, administration, and patient access functions.
About us
The Brunel Primary Care Network consists of three Practices across Portsmouth; East Shore Partnership, The Lighthouse Group and University Surgery.
We have highly skilled and motivated teams working within our PCN, which consist of GP Partners, Salaried GP's, Advanced Nurse Practitioners, Pharmacists, Diabetes and Respiratory Nurse Specialists, Nurses, GP Assistant's and HCA's; who are supported by skilled administration teams.
We offer 5 weeks annual leave per annum plus Bank Holidays pro rata, an additional days paid leave allocated to you as a days birthday leave, automatic enrolment to a generous NHS Pension and free access to our Employee Assistance Programme.
Job description Job responsibilities
Key Responsibilities
Anima Management and Digital Triage
Manage and process patient requests received through the Anima online consultation and triage platform.
Review submissions and ensure they are directed appropriately in line with practice protocols.
Liaise with GPs, nurses, pharmacists, and other clinicians regarding patient requests requiring clinical review.
Communicate with patients regarding outcomes, appointments, referrals, and follow-up actions.
Support the ongoing development and optimisation of Anima workflows and processes.
Monitor demand and identify trends or issues impacting patient access.
Escalate urgent or complex patient requests in accordance with practice procedures.
Care Coordination Coordinate care for patients with long-term conditions, frailty, complex health needs, or those requiring multidisciplinary input.
Support patients in accessing appropriate healthcare services across primary, community, secondary, and voluntary care sectors.
Assist with care planning and follow-up activities as directed by clinicians.
Work collaboratively with practice and PCN teams to ensure continuity of care.
Support multidisciplinary team (MDT) meetings and associated actions where required.
Care Navigation and Patient Support Signpost patients to the most appropriate healthcare professional or service.
Support patients to access community, social prescribing, and wellbeing services.
Assist vulnerable patients in navigating healthcare pathways and appointments.
Promote patient self-management and engagement with healthcare resources.
Provide information and support to patients, carers, and families.
Reception and Front-of-House Support Welcome patients, visitors, and healthcare professionals in a professional and courteous manner.
Manage incoming telephone calls and direct enquiries appropriately.
Book, amend, and cancel appointments in accordance with practice procedures.
Support patient registration and administrative processes.
Respond to routine patient enquiries and resolve issues where appropriate.
Manage patient arrivals and support effective patient flow within the practice.
Process incoming and outgoing correspondence.
Provide reception cover during periods of increased demand or staff absence.
Administrative and Operational Support Support appointment management and patient access initiatives.
Process clinical and administrative tasks within agreed protocols.
Maintain accurate and up-to-date patient records.
Assist with recalls, reviews, audits, and quality improvement initiatives.
Support practice projects, enhanced services, and PCN programmes.
Ensure compliance with practice policies, information governance requirements, and confidentiality standards.
Multi-Functional Team Support Provide flexible support across care coordination, care navigation, reception, and administration.
Work collaboratively with clinical, administrative, and management teams.
Assist with service delivery during periods of increased demand or operational need.
Contribute to the continuous improvement of patient services and operational processes.
Undertake any other duties commensurate with the level of the role as requested by the Practice Manager or PCN Management Team.
Person Specification
Knowledge and Skills Essential
Excellent communication and interpersonal skills. Strong organisational and time management abilities. Ability to prioritise workload and work independently. Good IT skills and experience using digital systems. Ability to work flexibly across a variety of operational and patient-facing functions. Understanding of confidentiality, information governance, and safeguarding. Strong problem-solving skills and attention to detail.
Desirable
Knowledge of NHS services and patient pathways. Understanding of care coordination and care navigation principles. Experience using Anima or other online consultation systems. Knowledge of NHS services and patient pathways. Understanding of care coordination and care navigation principles. Experience using SystmOne, or other clinical systems. Experience supporting multidisciplinary team working
Experience Essential
Experience of managing multiple priorities in a busy environment.
Desirable
Experience working in General Practice or a Primary Care Network.
Qualifications Essential
Minimum of GCSE grade C in English and Maths (or equivalent)
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 East Shore Partnership
Address Southesea Medical Centre
Carlisle Road
SOUTHSEA
Hampshire
PO5 1AT
United Kingdom
Employer's website http://www.eastshorepartnership.co.uk/ (Opens in a new tab)