Location
Community Clinic 2, St Charles Centre for Health & Wellbeing, Exmoor Street, London

Hours
Full Time (hours not specified)

Salary
£31,500 per annum

About the Role
The High Intensity Use (HIU) Care Coordinator will develop and maintain excellent working relationships with a wide range of partners and stakeholders including HIU service teams, voluntary sector, GP practices, adult social care, hospitals, community pharmacists, and members of the multidisciplinary team (MDT) within the NWL HIU Programme. You will work closely with Information, Advice and Guidance Services and share learnings to promote safe practice and sustainability within community-based staff.

Key responsibilities include maintaining good communication with clients and their families/carers where appropriate, presenting complex information about the project and initiatives to diverse stakeholders in formal settings, producing marketing materials, and attending events and outreach activities to promote the service. You will be expected to recognise your personal limitations and refer to appropriate colleagues when necessary.

In service delivery, you will collaborate with commissioners and the wider HIU workforce to review local demand across Primary Care and A&E services, act as the central point of contact for all referrals to the community/Primary Care HIU service, and provide information, advice, and guidance including signposting to referred stakeholders. Supporting clinical staff to develop and upload personalised care plans to IT systems, maintaining a patient database, and engaging regularly with NWL GP practices and Primary Care Networks are essential parts of the role.

You will monitor national developments in Primary Care and HIU services and ensure these inform local activity. Adherence to internal policies including data protection, health and safety, and safeguarding is mandatory. The role requires operating in a highly political and sensitive environment while striving to provide efficient, high-quality care by identifying underlying issues related to demand and patient barriers.

Additionally, you will determine links to existing projects, identify interdependencies, resource requirements, and contingencies. Supporting the HIU workforce in producing tools and models for client engagement that address wellbeing, asset mapping, signposting, empowerment, and self-help is also expected.

In monitoring, reporting, and evaluation, you will plan, develop, and implement methods with the HIU workforce to evaluate service demand and patient outcomes, monitor service effectiveness against targets, and support the development of quarterly and annual reports demonstrating qualitative and quantitative benefits. Documenting service provision gaps for the HIU cohort and drafting progress reports for the NWL HIU Programme are key duties.

Experience
Experience working within multi-agency teams and managing complex stakeholder relationships is essential. Proven ability to work in sensitive and political environments and handle confidential patient information appropriately is required.

About you
You are an effective communicator capable of presenting complex information to diverse audiences. You have strong organisational skills, are proactive in identifying service gaps and improvements, and can work collaboratively across multiple teams. You demonstrate a commitment to high-quality patient care and continuous service evaluation. Ability to work independently and recognise when to escalate issues is important.

Qualifications
Relevant qualifications or experience in healthcare coordination, social care, or related fields are desirable. Knowledge of data protection, safeguarding, and health and safety policies is required. Experience with IT systems for care planning and data management is advantageous.