PCN Care Coordinator

Harrow East Primary Care Network (PCN) is seeking an enthusiastic, highly organised and proactive PCN Care Coordinator to join our friendly, forward-thinking multidisciplinary team.

This is an exciting opportunity to contribute to the delivery of high-quality, patient-centred primary care across our three member GP practices, supporting initiatives that improve population health, patient access and the overall efficiency of our services.

The successful candidate will play an important role in coordinating patient care, supporting recall and screening programmes, managing online consultation workflows and helping patients access appropriate healthcare services.

Main duties of the job

The PCN Care Coordinator will provide essential administrative and care coordination support across Harrow East PCN, working collaboratively with clinical and non-clinical colleagues to improve patient access, care delivery and operational efficiency.

The role will involve coordinating patient recall programmes, supporting immunisations, cancer screening, NHS Health Checks and learning disability health checks, alongside population health initiatives focused on diabetes, hypertension and mental health.

The postholder will support the processing and care navigation of online consultation requests, ensuring patients are directed to appropriate services in accordance with agreed protocols and escalation pathways.

Additional responsibilities include monitoring outstanding appointments and follow-up actions, maintaining accurate patient records, supporting service performance reporting and engaging with patients who may experience barriers to accessing healthcare.

The successful candidate will contribute to new PCN initiatives, help reduce unnecessary administrative pressures on clinical teams and support the delivery of effective, coordinated and culturally sensitive care.

Key responsibilities

1. Population health management and patient recalls

• Support the delivery of population health initiatives, including programmes focused on diabetes, pre-diabetes, hypertension, cardiovascular disease and mental health.
• Coordinate patient recall programmes in accordance with agreed PCN and practice protocols.
• Support the organisation and monitoring of NHS Health Checks, learning disability health checks, immunisations and cancer screening programmes.
• Identify patients requiring appointments, reviews or follow-up using approved clinical searches and patient lists.
• Contact patients through appropriate communication channels, including telephone, SMS and written correspondence.
• Monitor outstanding recalls and appointments, following up with patients and escalating concerns where necessary.
• Maintain accurate recall records and support the achievement of agreed service objectives.
• Work collaboratively with clinical teams to improve patient engagement and uptake of preventative healthcare services.

1. Online consultations and care navigation

• Support the administration and processing of online consultation requests using the PCN's approved digital consultation systems.
• Review and categorise incoming requests in accordance with established non-clinical care navigation protocols.
• Direct patients to appropriate appointments, healthcare professionals or services within agreed pathways.
• Recognise requests requiring urgent clinical attention and escalate these promptly to the appropriate clinician.
• Support the effective management of digital consultation workflows, ensuring requests are processed accurately and within agreed timescales.
• Maintain clear and accurate records of patient communications and actions undertaken.
• Identify recurring operational issues and support improvements to patient access and care navigation processes.
• Ensure clinical decisions and assessments remain the responsibility of appropriately qualified healthcare professionals.

1. Patient communication and engagement

• Communicate with patients professionally, sensitively and compassionately.
• Support patients in understanding appointment arrangements, referral processes and available services.
• Assist patients who experience difficulties accessing healthcare, including those with language, cultural, digital or communication barriers.
• Promote patient engagement in preventative healthcare, screening and long-term condition management.
• Use culturally sensitive and inclusive communication approaches to engage diverse patient communities.
• Support initiatives aimed at reducing health inequalities and improving healthcare access for underserved groups.
• Escalate clinical, safeguarding or patient safety concerns to the appropriate healthcare professional.

1. Administrative and operational coordination

• Provide high-quality administrative and coordination support to PCN clinical and operational teams.
• Maintain accurate patient records, administrative documentation and service activity trackers.
• Support the management of appointment lists, patient correspondence and outstanding administrative tasks.
• Monitor allocated workstreams and ensure actions are completed within agreed timescales.
• Liaise with clinical and non-clinical colleagues across all three practices to support effective communication and service delivery.
• Maintain organised and efficient systems for managing administrative workflows.
• Identify delays, incomplete actions or operational concerns and raise these with the appropriate team member or PCN Manager.
• Support the preparation of reports, spreadsheets and documentation relating to PCN services and activity.

1. Clinical systems and data management

• Use EMIS Web, AccuRx, Microsoft Office and other approved systems to support effective service delivery.
• Undertake appropriate training to develop competency in PCN clinical and administrative systems.
• Maintain accurate and timely records of patient contact, recalls and completed actions.
• Support the use of clinical searches, patient lists and reporting tools in accordance with agreed processes.
• Assist with the collection, collation and monitoring of service activity and performance information.
• Ensure information is handled securely and in accordance with NHS information governance requirements.
• Identify data quality issues and contribute to improving the accuracy and completeness of administrative records.

1. Multidisciplinary team working

• Work collaboratively with GPs, Advanced Practitioners, Clinical Pharmacists, Practice Nurses, Healthcare Assistants, Care Coordinators and wider PCN colleagues.
• Support communication and coordination between the PCN's three member practices.
• Liaise with community healthcare services, hospitals, social care teams and other relevant organisations where appropriate.
• Assist with coordinating patient pathways and ensuring appropriate administrative follow-up.
• Support the sharing of relevant information between professionals in accordance with organisational policies.
• Contribute to a positive, collaborative and efficient multidisciplinary working environment.

1. Service development and quality improvement

• Support the introduction and delivery of new PCN initiatives and enhanced services.
• Contribute to projects aimed at improving patient access, preventative care and population health outcomes.
• Identify opportunities to reduce administrative duplication and improve operational efficiency.