Location
South Westminster Centre and Lanark Medical Centre, London

Hours
Monday to Friday 08:00 - 20:00, Saturdays 08:00 - 17:00 (Saturday work required as per rota)

Salary
Competitive salary offered (details provided upon application)

About the Role
Care Coordinators play a vital role within the Access Hubs, supporting patients with their queries, scheduling and checking them in for appointments, assisting clinicians on site, and liaising with patients’ GP practices to ensure they receive appropriate care. This role operates within Enhanced Access across two locations: South Westminster Centre and Lanark Medical Centre.

Key responsibilities include managing SystmOne related tasks such as ICE and pathology reports, sorting incoming post for medical records, creating tasks for GP practices, and ensuring patients meet service criteria. You will assist patients with appointment check-ins, new bookings, rescheduling, and queries, as well as support clinicians with administrative duties both in person and via SystmOne messenger.

Additional duties involve calling patients to confirm bookings, sending SMS confirmations, completing clinical stock, clinic room and fridge checks, managing 2WW and other referrals, issuing and collecting patient feedback forms, managing clinician bookings via My Locum Manager, monitoring team mailboxes and clinic schedules, ordering stationery, and acting as a point of contact for clinicians on duty.

You will also contribute to the development of policies and SOPs, protect patient data and privacy, provide administrative support to the wider Central London Healthcare organisation, and perform reception desk duties including handling telephone calls, emails, and face-to-face queries.

The role requires maintaining up-to-date knowledge of service pathways and criteria, effective communication across Central London Healthcare and the GP Federation, updating clinician contact information, rotas, and room allocations, and working collaboratively with colleagues. Participation in CLH events and activities is also expected where applicable.

Experience
- Experience working in a GP practice or patient-facing admin/receptionist role is desirable.
- Previous similar role in healthcare or public sector environment preferred.
- Excellent SystmOne or EMIS skills; HCL uses SystmOne.
- Experience in face-to-face healthcare or customer service roles.
- Understanding of NHS organisation and primary care sector roles.

About You
- Willingness to learn and work both autonomously and as part of a team.
- Solution-focused with ability to work to service specifications and targets.
- Ability to handle challenging and vulnerable people with emotional resilience.
- Tactful, diplomatic, and able to build rapport with diverse individuals.
- Systematic and process-driven, capable of managing high volumes of tasks and information.
- Excellent communication skills, both verbal and written, confident in face-to-face and telephone interactions.
- Professional, calm, and efficient manner.
- Ability to respond to changing demands, reprioritise, and problem-solve.
- Able to work independently to deadlines and on own initiative.
- Willingness to adapt to change and contribute to service development.
- Proven judgement in decision-making and escalation when appropriate.
- Well-developed interpersonal skills and ability to maintain effective working relationships.
- Ability to manage sensitive information tactfully and assertively.

Qualifications
- Educated to degree level in a relevant subject.
- Computer literate with advanced knowledge of Microsoft Office applications (Drive, Excel, Outlook, Word).
- Numerate and literate with ability to produce reports.
- Knowledge of personalisation and public health agendas including the Digital First Primary Care programme.
- Capacity to develop good knowledge of primary care and local services.
- Participation in training programmes as required by the organisation.