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About the Role

Care Coordinators play a vital role within the ADHD service, proactively assisting individuals with potential ADHD to navigate health and care systems and access suitable support. This role involves close collaboration with clinical teams and other professionals to coordinate care and deliver personalized, practical assistance tailored to individual requirements.

Responsibilities

Provide referral management and appointment booking for the ADHD service.
Develop and maintain knowledge of service pathways and criteria.
Enable assessment of service impact and inform improvements of other local services by maintaining electronic records of all referrals and interventions.
Review and process referrals from NHS GP Practices and private GPs.
Communicate actively with service users to guide them through the process and schedule onward review appointments.
Monitor service inboxes during core hours and respond professionally to queries.
Book appointments for initial reviews and support clinicians with follow-up appointment bookings.
Manage appointment booking changes and demographic detail updates.
Provide administrative support to clinicians during clinics.
Manage and publish the clinician rota, updating in real-time for absences.
Maintain records of all activities, including calls, messages, and correspondence.
Provide clinical and non-clinical information in chronological templates to other services.
Handle queries sensitively and timely, liaising with clinical or managerial staff.
Process messages and emails appropriately and promptly.
Monitor and action tasks within SystmOne.
Support with crosschecks and service reports, and distribute incoming mail.
Contact service users to resolve administrative requests.
Maintain and develop effective communication across the team.
Engage proactively in the development of the ADHD service.
Perform other administrative tasks as required.
Provide administrative support to Healthcare Central London.
Participate in Healthcare Central London events and activities as applicable.

Requirements

At least 1 year of experience in a customer service-oriented environment.
Experience working in Primary Care.
Excellent SystmOne skills.
Mature outlook, willingness to learn, and ability to work both independently and as part of a team.
Participate in any training program implemented by the organization.
Solution-focused with the ability to work to service specifications and targets.
Ability to deal with challenging and vulnerable people and possess emotional resilience for difficult conversations.
Tactful and diplomatic, with the ability to build rapport with diverse individuals.
Systematic and process-driven approach, capable of managing a high volume of tasks and information.

Skills

Computer literacy (email, internet, web searches, standard applications, databases).
Excellent verbal and written communication skills.
Numerate and literate, capable of supplying reports.
Capacity to develop a good knowledge of primary care and local services.
Knowledge of personalization and public health agendas, including the Digital First Primary Care programme.
Multi-tasking utilizing IT systems: service user and appointment database (SystmOne), email (Outlook), messaging (Accurx/Communications Annexe or similar), and telephony (Surgery Connect).
Excellent attention to detail.

Location

Hybrid

Work Type

Full-time
Hybrid

Experience Level

1+ years experience

Salary/Compensations

£31,792 per annum

Benefits

Cycle to work scheme
Discretionary pay progression
Employee Assistance Program (EAP)
Enhanced annual leave entitlement (27 days full-time, pro-rata for part-time)
Eye care voucher scheme through partnership with Specsavers
Free tea/coffee etc.
Life Assurance scheme
Modern office
Pension
Refer & Earn scheme

About the Company

Healthcare Central London Ltd (HCL) is a federation of 27 General Practices and 4 Primary Care Networks (PCNs) in Westminster, serving over 275,000 patients.
HCL provides Community and Primary Care services, along with staffing, management, and administrative support to its member practices.
The organization collaborates with PCNs, Local Authorities, and community organizations to promote healthier lives.
HCL operates Federation-led services including Respiratory and Spirometry hubs; Community Cardiology; Community Dermatology; Community Diabetes service; Access eHub, Additional Access and Enhanced Access.
They support PCNs with managing their NWL single offer contract of services and the National Network DES contract, including ARRS roles.
HCL utilizes a unique community-led care model called ‘The Octopus’ to address system imbalances and inequality as part of the Westminster Integrated Neighborhood Team (INT).
They engage in collaborative work with commercial sector partners, including joint ventures, research, and consultancy.
HCL's approach focuses on delivering exceptional assistance to its 30 General Practice members and operating NHS contracts efficiently and locally.
Employees work flexibly, typically on-site at practices or hub sites like South Westminster Centre for Health, or at their office at Capital House.
HCL's company values are Compassionate, Accountable, Resilient, Pioneering, and Aspirational.