Patient Care Coordinator

Job overview

The Patient Care Coordinator provides a professional, patient-centred reception and administrative service within the HIV and Sexual Health Clinic at Sexual Health Hounslow. Acting as a key point of contact for patients, visitors and clinical teams, the post holder helps ensure a welcoming environment and an efficient patient journey.

Key duties include registering patients, managing appointments and clinic attendance, maintaining accurate electronic patient records (EPR), updating demographic information, handling telephone enquiries and supporting day-to-day clinic administration. The role requires strict adherence to NHS information governance, confidentiality and data quality standards.

Working closely with doctors, nurses, health advisers and administrative colleagues, the post holder supports the smooth running of outpatient services by coordinating appointments, assisting with patient enquiries and arranging additional services such as interpreters when required.

The role requires excellent communication, customer service and organisational skills, with the ability to prioritise workload, work under pressure and manage sensitive situations professionally and compassionately. Flexibility is essential, including the ability to work across clinic areas, late clinics and weekends to meet service needs.

Please note: Some roles may require weekend shifts at multiple sites.

Main duties of the job

Provide a professional, patient-focused reception and administrative service, ensuring a positive patient experience.

Manage appointments, patient registrations and attendance records using Cerner and GUM EPR systems.

Maintain accurate patient demographic and clinical information in line with NHS standards.

Handle telephone enquiries efficiently and professionally, acting as a first point of contact for patients and service users.

Liaise with clinical and administrative teams to support the smooth delivery of outpatient clinics.

Communicate appointment information, waiting times and clinic updates to patients.

Arrange additional patient support services, including interpreters and transport where required.

Maintain patient confidentiality and comply with NHS information governance and data protection requirements.

Monitor clinic outcomes, RTT pathways and appointment systems to support service performance.

Resolve patient queries sensitively and escalate concerns when appropriate.

Support service improvement initiatives, audits and administrative projects.

Work flexibly across clinic services, including late clinics and weekends, to meet operational needs.

Detailed job description and main responsibilities

• To receive all patients and other visitors into the department in a professional, polite and friendly manner.
• To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
• When on reception, update pt. DNA’s and attend patients using the Cerner, and GUM EPR systems.
• To enter all new patients’ full details accurately onto appropriate systems
• To be responsible for maintaining accurate patients’ demographic detail and report any duplicate patient registrations to the SSC Support Services manager Care coordinator Manager.
• To manage all calls efficiently and professionally within the identified performance standards.
• To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
• To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
• To accurately process all new HIV patients onto Cerner under a medical number.
• To effectively diffuse difficult situations with patients and refer to the Administration Manager or Clinic Manager depending on location.
• To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
• To maintain patient confidentiality at all times, keeping patients’ information private and only allowing access to it by authorised staff.
• Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
• To utilise and manage the patient appointment reminder system.
• To take part in audits of outpatient activity as required.
• To work a flexible Rota system for the Service, including late clinics and weekends where necessary and providing clerical support to other directorate services where needed
• Undertake other administration and reception duties at the discretion of the Clinic Manager.
• Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multidisciplinary audit/development groups.

The successful applicant may have contact with vulnerable service users and we will therefore seek proof of being fully vaccinated during the recruitment process.

This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and his/her manager.

All duties must be carried out under supervision or within Trust policy and procedure. You must never undertake any duties that are outside your area of skill or knowledge level. If you are unsure you must seek clarification from a more senior member of staff.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.