Job summary Job title: Care Coordinator Administrator Responsible to: Operations Manager Location: Riverview Health Centre Salary: £27,103.35 per annum Contract Type: 12 month Fixed Term contract Hours: Full-time, 37.5 Main duties of the job The Care Coordinator will work as part of the Enhanced Access Service and coordinate and facilitate patient access to appropriate out of hours care. The Care Coordinator Administrator will support the navigation of appointment booking, ensuring the patient is seen by an appropriate health care professional based on their individual needs, for example, people who are frail or have multiple long-term physical and mental health conditions and/or patients that struggle to attend appointments in core hours. About us Sunderland GP Alliance is a not-for-profit collaboration of GP practices in Sunderland. All GP Practices in Sunderland are members of the organisation, covering approximately 285,000 patients. The Alliance also runs three practices in Washington (Monument Surgeries), South Hylton and New Silksworth. Date posted 17 February 2025 Pay scheme Other Salary £27,103.35 a year Contract Fixed term Duration 12 months Working pattern Full-time Reference number U0012-25-0008 Job locations Riverview Health Centre Borough Road Sunderland SR1 2HJ Job description Job responsibilities JOB PURPOSE The Care Coordinator will work as part of the Enhanced Access Service and coordinate and facilitate patient access to appropriate out of hours care. The Care Coordinator Administrator will support the navigation of appointment booking, ensuring the patient is seen by an appropriate health care professional based on their individual needs, for example, people who are frail or have multiple long-term physical and mental health conditions and/or patients that struggle to attend appointments in core hours. Objectives of the role The objective of the Care Coordinator Administrator is to play a key role in proactively working with practices to facilitate and coordinate patient access to an out of hours service which is an extension of general practice, providing same day/urgent and planned care services, delivered by a multidisciplinary healthcare team. The Enhanced Access Care Coordinator Administrator will provide dedicated support to the practice teams in targeting hard to reach groups with a focus on inequalities including Core20 Plus 5 groups and patients who would benefit from an out of hours appointment. The Care Coordinator Administrator will review needs identified by practices and help to connect them to the services and support they require, whether within the service or elsewhere for example, community and hospital-based services. Working closely with primary care professionals' team to provide an all-encompassing approach to personalised care and enable people to navigate through the health and care system. Supporting practice teams to facilitate the identification of target areas such as long-term conditions, frailty, DES, QOF and IIF targets. Support practices in achieving their recall targets and providing an enhanced outreach service to those hard-to-reach groups. Supporting practices with the coordination and facilitation of appropriate appointments for patients requiring proactive support i.e., hard to reach patients, high risk patients as identified in MDTs/practice meetings. Working with practices to facilitate the improvement of access to primary care services and comply with the requirements of the PCN Capacity and Access Improvement plan including the transformation elements of new triage processes. MAIN DUTIES AND RESPONSIBILITIES Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care. Support patients to utilise decision aids in preparation for a shared decision-making conversation. Holistically bring together all of a person's identified care and support needs and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person. Help people to manage their needs through answering queries, making, and managing appointments. Ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand people's level of knowledge and confidence in skills in managing their own health. Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals. Support the coordination and delivery of MDTs. Scheduling patient treatments and coordinating the initial visit and follow-up visits. Coordination of reminder procedures. Diary management in liaison with practice staff. Setting up of specialist appointments, including letters and records and follow-up on care and outcomes. Preparation of treatment plan and explanation of treatment plans to patients and dealing with patient questions. Following up patient decisions on treatments where these are not initially taken up. Participating in the administrative responsibilities of the practice team i.e., DES, QOF IIF targets. Ensuring accurate and legible notes of all consultations and treatments are recorded in patients' records and accurate completion of all necessary documentation associated with patient health care. Attending and participating in meetings as required i.e., MDTs, practice meeting (DES, QOF and IIF target meetings). Providing services for the PCN. Safeguarding To comply with local safeguarding processes for children and vulnerable individuals. Health and Safety To comply with the Health and Safety at Work etc Act 1974. To take responsibility for his/her own health and safety and that of other persons who may be affected by his/her own acts or omissions. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified. Equality and diversity The post-holder will support the equality, diversity and rights of patients, carers, and colleagues by: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures, policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues. Behaving in a manner which is welcoming. Behaving in a manner that is non-judgmental and respects circumstances, feelings, priorities, and rights. Risk Management and Clinical Governance To work within the Clinical Governance Framework of the GP Practice, incorporating Risk Management and all other quality initiatives General The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes in the future. To undertake any other duties commensurate with the role, within the bounds of his/her own competence Other Undertake any tasks consistent with the level of the post and the scope of the role, ensuring that work is delivered in a timely and effective manner. Duties may vary from time to time, without changing the general character of the post or the level of responsibility. Confidentiality In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. 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 the Alliance may only be divulged to authorized persons in accordance with the Alliances policies and procedures relating to confidentiality, and the protection of personal and sensitive data. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Alliances Health & Safety Policy to include: Identifying the risk involved in work activities and undertaking such activities in a way that manages those risks. Ensuring that all accidents or dangerous accidents are reported and investigated and follow up action taken where necessary. Equality and Diversity The post-holder will support the quality, diversity and rights of patients, carers and colleagues to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights. Quality The post-holder will strive to maintain quality within the Alliance, 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 enhanced the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Job description Job responsibilities JOB PURPOSE The Care Coordinator will work as part of the Enhanced Access Service and coordinate and facilitate patient access to appropriate out of hours care. The Care Coordinator Administrator will support the navigation of appointment booking, ensuring the patient is seen by an appropriate health care professional based on their individual needs, for example, people who are frail or have multiple long-term physical and mental health conditions and/or patients that struggle to attend appointments in core hours. Objectives of the role The objective of the Care Coordinator Administrator is to play a key role in proactively working with practices to facilitate and coordinate patient access to an out of hours service which is an extension of general practice, providing same day/urgent and planned care services, delivered by a multidisciplinary healthcare team. The Enhanced Access Care Coordinator Administrator will provide dedicated support to the practice teams in targeting hard to reach groups with a focus on inequalities including Core20 Plus 5 groups and patients who would benefit from an out of hours appointment. The Care Coordinator Administrator will review needs identified by practices and help to connect them to the services and support they require, whether within the service or elsewhere for example, community and hospital-based services. Working closely with primary care professionals' team to provide an all-encompassing approach to personalised care and enable people to navigate through the health and care system. Supporting practice teams to facilitate the identification of target areas such as long-term conditions, frailty, DES, QOF and IIF targets. Support practices in achieving their recall targets and providing an enhanced outreach service to those hard-to-reach groups. Supporting practices with the coordination and facilitation of appropriate appointments for patients requiring proactive support i.e., hard to reach patients, high risk patients as identified in MDTs/practice meetings. Working with practices to facilitate the improvement of access to primary care services and comply with the requirements of the PCN Capacity and Access Improvement plan including the transformation elements of new triage processes. MAIN DUTIES AND RESPONSIBILITIES Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care. Support patients to utilise decision aids in preparation for a shared decision-making conversation. Holistically bring together all of a person's identified care and support needs and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person. Help people to manage their needs through answering queries, making, and managing appointments. Ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand people's level of knowledge and confidence in skills in managing their own health. Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals. Support the coordination and delivery of MDTs. Scheduling patient treatments and coordinating the initial visit and follow-up visits. Coordination of reminder procedures. Diary management in liaison with practice staff. Setting up of specialist appointments, including letters and records and follow-up on care and outcomes. Preparation of treatment plan and explanation of treatment plans to patients and dealing with patient questions. Following up patient decisions on treatments where these are not initially taken up. Participating in the administrative responsibilities of the practice team i.e., DES, QOF IIF targets. Ensuring accurate and legible notes of all consultations and treatments are recorded in patients' records and accurate completion of all necessary documentation associated with patient health care. Attending and participating in meetings as required i.e., MDTs, practice meeting (DES, QOF and IIF target meetings). Providing services for the PCN. Safeguarding To comply with local safeguarding processes for children and vulnerable individuals. Health and Safety To comply with the Health and Safety at Work etc Act 1974. To take responsibility for his/her own health and safety and that of other persons who may be affected by his/her own acts or omissions. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified. Equality and diversity The post-holder will support the equality, diversity and rights of patients, carers, and colleagues by: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures, policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues. Behaving in a manner which is welcoming. Behaving in a manner that is non-judgmental and respects circumstances, feelings, priorities, and rights. Risk Management and Clinical Governance To work within the Clinical Governance Framework of the GP Practice, incorporating Risk Management and all other quality initiatives General The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes in the future. To undertake any other duties commensurate with the role, within the bounds of his/her own competence Other Undertake any tasks consistent with the level of the post and the scope of the role, ensuring that work is delivered in a timely and effective manner. Duties may vary from time to time, without changing the general character of the post or the level of responsibility. Confidentiality In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. 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 the Alliance may only be divulged to authorized persons in accordance with the Alliances policies and procedures relating to confidentiality, and the protection of personal and sensitive data. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Alliances Health & Safety Policy to include: Identifying the risk involved in work activities and undertaking such activities in a way that manages those risks. Ensuring that all accidents or dangerous accidents are reported and investigated and follow up action taken where necessary. Equality and Diversity The post-holder will support the quality, diversity and rights of patients, carers and colleagues to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights. Quality The post-holder will strive to maintain quality within the Alliance, 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 enhanced the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Person Specification Qualifications Essential Proficient in the use of Microsoft Office applications. Able to provide a culturally sensitive service supporting people from all backgrounds and communities respecting lifestyle and diversity. Desirable Experience of working in general practice. Knowledge of how the NHS works, primary care and PCN's. Motivation and Skills Essential Demonstrable commitment to personal and professional development. Outstanding organisational skills, able to prioritise and work to deadlines. Work effectively and collaboratively as part of a team but also autonomously. Promote and maintain good working relationships with a variety of external partners. Keep accurate records of discussions and clearly replicate discussions in writing. Work on own initiative within constraints of the role Understanding of and commitment to equality, diversity and inclusion Ability to competently use technology and IT systems including word processing, email, and the internet to create simple personalised plans with individuals Ability to work across multiple sites in the Sunderland area. Confident to deal with difficult situations Patient, friendly and approachable Able to work under pressure and emotionally resilient. Ability to work flexible hours which may include occasional evenings or weekends with notice. Desirable Understanding the impact of economic and environmental factors on people's health and wellbeing Experience Essential Excellent communication skills and an ability to engage successfully with a wide range of people at all levels. Experience of collecting and recording confidential information and data Ability to identify risk to self and others, identifying and reporting safeguarding incidents. Ability to actively listen and empathise with people and provide personalised support in a non-judgemental way. Basic knowledge of long-term conditions and the complexities involved; medical, physical, emotional and social. The ability to work calmly under pressure. The ability to adapt your leadership and management style to different situations. Experience of championing diversity and inclusion and promoting actions to make improvements to the experience of diverse groups. Desirable Experience of working in a multi-setting, complex programme environment Experience of working in a community settings Extensive knowledge of local services within Sunderland through either living or working within one of the wider Sunderland settings. Experience of working with GPs and/or other Health or Social Care providers or knowledge of how systems work Ability to provide motivational coaching to support people's behaviour change. NVQ Level 3 in adult care advanced level or equivalent qualifications or working towards. Other Essential Must be a car driver Person Specification Qualifications Essential Proficient in the use of Microsoft Office applications. Able to provide a culturally sensitive service supporting people from all backgrounds and communities respecting lifestyle and diversity. Desirable Experience of working in general practice. Knowledge of how the NHS works, primary care and PCN's. Motivation and Skills Essential Demonstrable commitment to personal and professional development. Outstanding organisational skills, able to prioritise and work to deadlines. Work effectively and collaboratively as part of a team but also autonomously. Promote and maintain good working relationships with a variety of external partners. Keep accurate records of discussions and clearly replicate discussions in writing. Work on own initiative within constraints of the role Understanding of and commitment to equality, diversity and inclusion Ability to competently use technology and IT systems including word processing, email, and the internet to create simple personalised plans with individuals Ability to work across multiple sites in the Sunderland area. Confident to deal with difficult situations Patient, friendly and approachable Able to work under pressure and emotionally resilient. Ability to work flexible hours which may include occasional evenings or weekends with notice. Desirable Understanding the impact of economic and environmental factors on people's health and wellbeing Experience Essential Excellent communication skills and an ability to engage successfully with a wide range of people at all levels. Experience of collecting and recording confidential information and data Ability to identify risk to self and others, identifying and reporting safeguarding incidents. Ability to actively listen and empathise with people and provide personalised support in a non-judgemental way. Basic knowledge of long-term conditions and the complexities involved; medical, physical, emotional and social. The ability to work calmly under pressure. The ability to adapt your leadership and management style to different situations. Experience of championing diversity and inclusion and promoting actions to make improvements to the experience of diverse groups. Desirable Experience of working in a multi-setting, complex programme environment Experience of working in a community settings Extensive knowledge of local services within Sunderland through either living or working within one of the wider Sunderland settings. Experience of working with GPs and/or other Health or Social Care providers or knowledge of how systems work Ability to provide motivational coaching to support people's behaviour change. NVQ Level 3 in adult care advanced level or equivalent qualifications or working towards. Other Essential Must be a car driver 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 Sunderland GP Alliance Address Riverview Health Centre Borough Road Sunderland SR1 2HJ Employer's website https://www.sunderlandgpalliance.co.uk/ (Opens in a new tab)