About this role
Job summary
In alignment with our mission to enhance service delivery and operational efficiency, Brompton Health PCN is seeking a motivated and skilled PCN Services Coordinator.
This role is suited to an individual who is passionate about making a difference in healthcare, possesses strong organisational and communication skills, and has the ability to work effectively, both within a team and independently. The PCN Services Coordinator will need to be adept at managing multiple priorities and have a keen eye for detail, ensuring that all services are integrated smoothly and meet the high standards set by Brompton Health PCN. The service co-ordinator needs to present and able to respond promptly to queries and issues to ensure the smooth and effective running of services
Main duties of the job
As a PCN Services Coordinator at Brompton Health PCN, your role will be crucial to the management and coordination of a diverse range of services within our network, ensuring they are delivered efficiently and effectively. You will support PCN-wide services such as our First Contact Physiotherapy clinics, Womens Health Menopause Clinics, and Dietetics service.
You will also be involved in population health projects delivered by the PCN, providing operational support, coordinating and minuting strategic meetings, coordinating PCN-level MDTs, and assisting with the extraction and analysis of data and patient lists from the SystmOne patient database.
Employed by the West London GP Federation (London Medical Associates) and working in Brompton Health PCN, you will work closely with PCN Managers to oversee the operational delivery and management of our services, ensuring key standards are met,maintained, and sustained. Your role will align with our PCN strategic objectives, and you will provide support to both our clinical and administrative teams in their efforts to provide exceptional care.
About us
Brompton Health Primary Care Network (PCN) is a group of 12 GP practices located in the south of Kensington and Chelsea. The PCN is committed to delivering high-quality, patient-centred care across our network of practices. Staff working in the PCN are employed through the West London GP Federation (London Medical Associates).
Job description Job responsibilities
Key Responsibilities:
SystmOne and clinic management:
Acts as the primary coordinator for the Brompton Health PCN SystmOne Module, overseeing appointment rotas and schedules
Ensuring appointment slots are effectively managed and reviewing appointment uptake. Identifying, managing and resolving day-to-day operational issues as they arise, taking ownership of first-line resolution and escalating promptly where required to ensure the smooth and uninterrupted running of services.
Setting up referral pathways into PCN services on SystmOne.
Liaising with the ICB primary care systems facilitation team for support.
Ensuring that clinics reflect any planned and unplanned leave.
Communicating any instances of unplanned leave back to practices as appropriate.
Contacting patients in instances of unplanned leave to communicate clinic cancellations, and where possible offer an alternative appointment.
Overseeing smartcard access for staff working across the PCN.
Patient, practice and partner interface:
Act as the primary point of contact for patients and practices using our PCN services.
Maintain a visible and accessible presence across the PCN and be readily available to GP practices, PCN staff, and patients as a point of contact for operational support.
Handling, and where appropriate, escalating any complaints, feedback or issues that might need resolution.
Liaising with practices to communicate service updates and to fill clinics via the PCN inbox.
Act as a point of contact for service-related queries from practices, patients and external partners.
Collaboration and support:
Working with practice administration staff to manage appointment booking, and where appropriate, any appointment changes.
Working closely with clinical leads, PCN managers, Practice Managers, and external partners to facilitate the smooth running of services.
Work with the PCN development plan delivery group to track service development and performance, including minuting meetings, supporting the preparation of agendas, and maintaining organised storage of relevant files and documentation.
Coordinate PCN-level multidisciplinary team (MDT) meetings, including scheduling, preparing supporting materials, circulating agendas, taking minutes, and proactively tracking and chasing agreed actions through to completion.
Targets Support:
Extract and provide patient lists for practices to recall, based on ICB SystmOne reports, to help achieve contractual targets.
Building reports to identify eligible patients in line with ICB Specifications.
Advise practices on SNOMED codes to apply to ensure compliance with specifications.
Support PCN wide population health projects by extracting and analysing patient data from SystmOne and identifying patient cohorts eligible for projects.
Liaise with clinical leads and PCN ARRS GPs to evaluate and implement exclusion and inclusion criteria for existing clinics and those in development.
Clinic reporting:
Monitor and evaluate service performance using SystmOne reporting; analyse outputs to identify trends and areas for improvement; and present findings to the PCN leadership team through clear, well-structured reports and slide presentations.
Generating excel reports and contributing insights for service improvement and strategic decision making.
Person Specification
Qualifications Essential
Educated to A Level or equivalent.
Desirable
Undergraduate degree in healthcare administration, public health, or related field.
Experience Essential
A minimum of 18 months experience in healthcare service coordination and/or administration within a primary care or general practice setting. Experience of resolving operational issues as they arise, and de-escalating complaints. Experienced user of SystmOne. Experience of working with, or in, GP practices. Proven ability to manage multiple priorities simultaneously. Tactful and diplomatic, able to build relationships with people from a wide range of backgrounds. Ability to work independently, demonstrating initiative and problem-solving skills.
Desirable
Knowledge of the NHS structure, particularly of general practice and of the functions of primary care networks. Proficient in Healthcare IT systems, particularly SystmOne, with the ability to troubleshoot technical issues. Detail orientated with a focus on service quality, patient care and continuous improvement. Excellent communication and interpersonal skills, capable of effectively managing patient inquires and stakeholder relations.
Knowledge and skills Desirable
Analytical skills with experience of building SystmOne reports, interpreting data outputs, and presenting findings clearly in excel sheets, slides and written reports. Proactive and innovative, committed to improving patient care and reducing health inequalities.
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 West London GP Federation
Address Brompton Health Primary Care Network
1a Chelsea Manor Street
London
SW3 5RP
United Kingdom
Employer's website https://westlondongpfederation.com/ (Opens in a new tab)