Job summary

Harrow East Primary Care Network (PCN) is seeking an enthusiastic, highly organised and proactive PCN Care Coordinator to join our friendly, forward-thinking multidisciplinary team.

This is an exciting opportunity to contribute to the delivery of high-quality, patient-centred primary care across our three member GP practices, supporting initiatives that improve population health, patient access and the overall efficiency of our services.

The successful candidate will play an important role in coordinating patient care, supporting recall and screening programmes, managing online consultation workflows and helping patients access appropriate healthcare services.

We are looking for a motivated individual with excellent communication, organisational and IT skills who is passionate about improving patient outcomes, reducing health inequalities and supporting the continued development of our Primary Care Network.

Main duties of the job

The PCN Care Coordinator will provide essential administrative and care coordination support across Harrow East PCN, working collaboratively with clinical and non-clinical colleagues to improve patient access, care delivery and operational efficiency.

The role will involve coordinating patient recall programmes, supporting immunisations, cancer screening, NHS Health Checks and learning disability health checks, alongside population health initiatives focused on diabetes, hypertension and mental health.

The postholder will support the processing and care navigation of online consultation requests, ensuring patients are directed to appropriate services in accordance with agreed protocols and escalation pathways.

Additional responsibilities include monitoring outstanding appointments and follow-up actions, maintaining accurate patient records, supporting service performance reporting and engaging with patients who may experience barriers to accessing healthcare.

The successful candidate will contribute to new PCN initiatives, help reduce unnecessary administrative pressures on clinical teams and support the delivery of effective, coordinated and culturally sensitive care.

About us

Harrow East Primary Care Network (PCN) is a collaborative network of three GP practices: Honeypot Medical Practice, Bacon Lane Surgery and Mollison Way Surgery.

We serve a diverse local population with a high prevalence of diabetes, pre-diabetes, cardiovascular disease, hypertension and frailty, and are committed to providing accessible, effective and culturally sensitive healthcare.

Our PCN brings together GPs, Advanced Practitioners, Clinical Pharmacists, Practice Nurses, Healthcare Assistants, Care Coordinators and wider primary care professionals to deliver integrated, patient-centred services.

We place a strong emphasis on preventative healthcare, population health management, reducing health inequalities and improving access through effective care navigation and digital healthcare systems.

We offer a supportive and collaborative working environment, opportunities for professional development and the opportunity to contribute to meaningful service improvements across our three practices.

Details

Date posted

27 October 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

A1952-26-0008

Job locations

Honeypot Medical Centre - Charlton Annexe

223 Charlton Road

Kenton

Harrow

Middlesex

HA3 9HT

United Kingdom

Job description

Job responsibilities

PCN Care Coordinator

Employer: Harrow East Primary Care Network (PCN)

Location: Harrow / Stanmore, London

Practice sites: Honeypot Medical Practice, Bacon Lane Surgery and Mollison Way Surgery

Salary: From £13.00 per hour, dependent on relevant experience and suitability against the person specification.

Working hours: Full-time, with part-time arrangements considered.

Reports to: PCN Manager

Accountable to: PCN Clinical Director and PCN Practices

Work location: In person, across PCN practice sites as required.

Job purpose

The PCN Care Coordinator will play a key role in supporting the delivery of proactive, coordinated and patient-centred healthcare across Harrow East Primary Care Network.

Working collaboratively with clinical and non-clinical colleagues, the postholder will support population health management, patient recall programmes, care navigation, online consultation workflows and initiatives aimed at improving patient access and reducing health inequalities.

The role is integral to improving the efficiency of PCN services, ensuring patients receive timely and appropriate care while reducing duplication of administrative tasks across member practices.

The successful candidate will be expected to manage allocated responsibilities independently, maintain accurate records, follow up outstanding actions and contribute to the ongoing development of effective and sustainable primary care services.

Key responsibilities

1. Population health management and patient recalls

• Support the delivery of population health initiatives, including programmes focused on diabetes, pre-diabetes, hypertension, cardiovascular disease and mental health.
• Coordinate patient recall programmes in accordance with agreed PCN and practice protocols.
• Support the organisation and monitoring of NHS Health Checks, learning disability health checks, immunisations and cancer screening programmes.
• Identify patients requiring appointments, reviews or follow-up using approved clinical searches and patient lists.
• Contact patients through appropriate communication channels, including telephone, SMS and written correspondence.
• Monitor outstanding recalls and appointments, following up with patients and escalating concerns where necessary.
• Maintain accurate recall records and support the achievement of agreed service objectives.
• Work collaboratively with clinical teams to improve patient engagement and uptake of preventative healthcare services.

2. Online consultations and care navigation

• Support the administration and processing of online consultation requests using the PCN's approved digital consultation systems.
• Review and categorise incoming requests in accordance with established non-clinical care navigation protocols.
• Direct patients to appropriate appointments, healthcare professionals or services within agreed pathways.
• Recognise requests requiring urgent clinical attention and escalate these promptly to the appropriate clinician.
• Support the effective management of digital consultation workflows, ensuring requests are processed accurately and within agreed timescales.
• Maintain clear and accurate records of patient communications and actions undertaken.
• Identify recurring operational issues and support improvements to patient access and care navigation processes.
• Ensure clinical decisions and assessments remain the responsibility of appropriately qualified healthcare professionals.

3. Patient communication and engagement

• Communicate with patients professionally, sensitively and compassionately.
• Support patients in understanding appointment arrangements, referral processes and available services.
• Assist patients who experience difficulties accessing healthcare, including those with language, cultural, digital or communication barriers.
• Promote patient engagement in preventative healthcare, screening and long-term condition management.
• Use culturally sensitive and inclusive communication approaches to engage diverse patient communities.
• Support initiatives aimed at reducing health inequalities and improving healthcare access for underserved groups.
• Escalate clinical, safeguarding or patient safety concerns to the appropriate healthcare professional.

4. Administrative and operational coordination

• Provide high-quality administrative and coordination support to PCN clinical and operational teams.
• Maintain accurate patient records, administrative documentation and service activity trackers.
• Support the management of appointment lists, patient correspondence and outstanding administrative tasks.
• Monitor allocated workstreams and ensure actions are completed within agreed timescales.
• Liaise with clinical and non-clinical colleagues across all three practices to support effective communication and service delivery.
• Maintain organised and efficient systems for managing administrative workflows.
• Identify delays, incomplete actions or operational concerns and raise these with the appropriate team member or PCN Manager.
• Support the preparation of reports, spreadsheets and documentation relating to PCN services and activity.

5. Clinical systems and data management

• Use EMIS Web, AccuRx, Microsoft Office and other approved systems to support effective service delivery.
• Undertake appropriate training to develop competency in PCN clinical and administrative systems.
• Maintain accurate and timely records of patient contact, recalls and completed actions.
• Support the use of clinical searches, patient lists and reporting tools in accordance with agreed processes.
• Assist with the collection, collation and monitoring of service activity and performance information.
• Ensure information is handled securely and in accordance with NHS information governance requirements.
• Identify data quality issues and contribute to improving the accuracy and completeness of administrative records.

6. Multidisciplinary team working

• Work collaboratively with GPs, Advanced Practitioners, Clinical Pharmacists, Practice Nurses, Healthcare Assistants, Care Coordinators and wider PCN colleagues.
• Support communication and coordination between the PCN's three member practices.
• Liaise with community healthcare services, hospitals, social care teams and other relevant organisations where appropriate.
• Assist with coordinating patient pathways and ensuring appropriate administrative follow-up.
• Support the sharing of relevant information between professionals in accordance with organisational policies.
• Contribute to a positive, collaborative and efficient multidisciplinary working environment.

7. Service development and quality improvement

• Support the introduction and delivery of new PCN initiatives and enhanced services.
• Contribute to projects aimed at improving patient access, preventative care and population health outcomes.
• Identify opportunities to reduce administrative duplication and improve operational efficiency.
• Participate in service audits, activity monitoring and quality improvement initiatives.
• Work with the PCN Manager and wider team to improve administrative systems, clinical support processes and patient pathways.
• Support the achievement of relevant PCN objectives, contractual requirements and service priorities.
• Demonstrate flexibility in supporting changing service needs and organisational priorities.

Confidentiality and information governance

The postholder will have access to confidential and sensitive information relating to patients, colleagues, healthcare professionals and partner organisations.

All information must be handled appropriately and in accordance with UK GDPR, the Data Protection Act 2018, NHS information governance requirements and relevant organisational policies.

Patient information must only be accessed, recorded or shared where there is a legitimate professional requirement to do so.

Safeguarding and patient safety

The postholder must recognise and appropriately escalate safeguarding concerns, patient safety issues and situations requiring urgent clinical attention.

The Care Coordinator is a non-clinical role and must not undertake independent clinical assessments, provide clinical advice or make clinical decisions outside their responsibilities.

Appropriate training and support will be provided in accordance with organisational requirements.

Personal and professional development

The postholder will receive line management support from the PCN Manager and will be encouraged to take an active role in their own learning and development.

They will be expected to participate in relevant training, supervision, mandatory learning and professional development activities.

The PCN is committed to supporting staff in developing their knowledge, confidence and skills while contributing positively to the delivery of high-quality patient care.

General responsibilities

The postholder will be expected to:

• Demonstrate professionalism, compassion and a commitment to patient-centred care.
• Work collaboratively across the PCN's three member practices.
• Manage their workload effectively and meet agreed deadlines.
• Take ownership of allocated tasks and ensure appropriate follow-up.
• Maintain accurate records and comply with relevant organisational policies.
• Promote equality, diversity and inclusion in all aspects of their work.
• Maintain confidentiality and appropriate professional boundaries.
• Undertake other reasonable duties consistent with the nature and level of the role.

This job description is not exhaustive and may be reviewed in accordance with changing organisational and service requirements, following appropriate discussion with the postholder.

Benefits

• Company pension
• Free on-site parking
• Opportunities for training and professional development
• Supportive multidisciplinary working environment

Job description Job responsibilities PCN Care CoordinatorEmployer: Harrow East Primary Care Network (PCN)Location: Harrow / Stanmore, LondonPractice sites: Honeypot Medical Practice, Bacon Lane Surgery and Mollison Way SurgerySalary: From £13.00 per hour, dependent on relevant experience and suitability against the person specification.Working hours: Full-time, with part-time arrangements considered.Reports to: PCN ManagerAccountable to: PCN Clinical Director and PCN PracticesWork location: In person, across PCN practice sites as required.Job purposeThe PCN Care Coordinator will play a key role in supporting the delivery of proactive, coordinated and patient-centred healthcare across Harrow East Primary Care Network.Working collaboratively with clinical and non-clinical colleagues, the postholder will support population health management, patient recall programmes, care navigation, online consultation workflows and initiatives aimed at improving patient access and reducing health inequalities.The role is integral to improving the efficiency of PCN services, ensuring patients receive timely and appropriate care while reducing duplication of administrative tasks across member practices.The successful candidate will be expected to manage allocated responsibilities independently, maintain accurate records, follow up outstanding actions and contribute to the ongoing development of effective and sustainable primary care services.Key responsibilities1. Population health management and patient recallsSupport the delivery of population health initiatives, including programmes focused on diabetes, pre-diabetes, hypertension, cardiovascular disease and mental health.Coordinate patient recall programmes in accordance with agreed PCN and practice protocols.Support the organisation and monitoring of NHS Health Checks, learning disability health checks, immunisations and cancer screening programmes.Identify patients requiring appointments, reviews or follow-up using approved clinical searches and patient lists.Contact patients through appropriate communication channels, including telephone, SMS and written correspondence.Monitor outstanding recalls and appointments, following up with patients and escalating concerns where necessary.Maintain accurate recall records and support the achievement of agreed service objectives.Work collaboratively with clinical teams to improve patient engagement and uptake of preventative healthcare services.2. Online consultations and care navigationSupport the administration and processing of online consultation requests using the PCN's approved digital consultation systems.Review and categorise incoming requests in accordance with established non-clinical care navigation protocols.Direct patients to appropriate appointments, healthcare professionals or services within agreed pathways.Recognise requests requiring urgent clinical attention and escalate these promptly to the appropriate clinician.Support the effective management of digital consultation workflows, ensuring requests are processed accurately and within agreed timescales.Maintain clear and accurate records of patient communications and actions undertaken.Identify recurring operational issues and support improvements to patient access and care navigation processes.Ensure clinical decisions and assessments remain the responsibility of appropriately qualified healthcare professionals.3. Patient communication and engagementCommunicate with patients professionally, sensitively and compassionately.Support patients in understanding appointment arrangements, referral processes and available services.Assist patients who experience difficulties accessing healthcare, including those with language, cultural, digital or communication barriers.Promote patient engagement in preventative healthcare, screening and long-term condition management.Use culturally sensitive and inclusive communication approaches to engage diverse patient communities.Support initiatives aimed at reducing health inequalities and improving healthcare access for underserved groups.Escalate clinical, safeguarding or patient safety concerns to the appropriate healthcare professional.4. Administrative and operational coordinationProvide high-quality administrative and coordination support to PCN clinical and operational teams.Maintain accurate patient records, administrative documentation and service activity trackers.Support the management of appointment lists, patient correspondence and outstanding administrative tasks.Monitor allocated workstreams and ensure actions are completed within agreed timescales.Liaise with clinical and non-clinical colleagues across all three practices to support effective communication and service delivery.Maintain organised and efficient systems for managing administrative workflows.Identify delays, incomplete actions or operational concerns and raise these with the appropriate team member or PCN Manager.Support the preparation of reports, spreadsheets and documentation relating to PCN services and activity.5. Clinical systems and data managementUse EMIS Web, AccuRx, Microsoft Office and other approved systems to support effective service delivery.Undertake appropriate training to develop competency in PCN clinical and administrative systems.Maintain accurate and timely records of patient contact, recalls and completed actions.Support the use of clinical searches, patient lists and reporting tools in accordance with agreed processes.Assist with the collection, collation and monitoring of service activity and performance information.Ensure information is handled securely and in accordance with NHS information governance requirements.Identify data quality issues and contribute to improving the accuracy and completeness of administrative records.6. Multidisciplinary team workingWork collaboratively with GPs, Advanced Practitioners, Clinical Pharmacists, Practice Nurses, Healthcare Assistants, Care Coordinators and wider PCN colleagues.Support communication and coordination between the PCN's three member practices.Liaise with community healthcare services, hospitals, social care teams and other relevant organisations where appropriate.Assist with coordinating patient pathways and ensuring appropriate administrative follow-up.Support the sharing of relevant information between professionals in accordance with organisational policies.Contribute to a positive, collaborative and efficient multidisciplinary working environment.7. Service development and quality improvementSupport the introduction and delivery of new PCN initiatives and enhanced services.Contribute to projects aimed at improving patient access, preventative care and population health outcomes.Identify opportunities to reduce administrative duplication and improve operational efficiency.Participate in service audits, activity monitoring and quality improvement initiatives.Work with the PCN Manager and wider team to improve administrative systems, clinical support processes and patient pathways.Support the achievement of relevant PCN objectives, contractual requirements and service priorities.Demonstrate flexibility in supporting changing service needs and organisational priorities.Confidentiality and information governanceThe postholder will have access to confidential and sensitive information relating to patients, colleagues, healthcare professionals and partner organisations.All information must be handled appropriately and in accordance with UK GDPR, the Data Protection Act 2018, NHS information governance requirements and relevant organisational policies.Patient information must only be accessed, recorded or shared where there is a legitimate professional requirement to do so.Safeguarding and patient safetyThe postholder must recognise and appropriately escalate safeguarding concerns, patient safety issues and situations requiring urgent clinical attention.The Care Coordinator is a non-clinical role and must not undertake independent clinical assessments, provide clinical advice or make clinical decisions outside their responsibilities.Appropriate training and support will be provided in accordance with organisational requirements.Personal and professional developmentThe postholder will receive line management support from the PCN Manager and will be encouraged to take an active role in their own learning and development.They will be expected to participate in relevant training, supervision, mandatory learning and professional development activities.The PCN is committed to supporting staff in developing their knowledge, confidence and skills while contributing positively to the delivery of high-quality patient care.General responsibilitiesThe postholder will be expected to:Demonstrate professionalism, compassion and a commitment to patient-centred care.Work collaboratively across the PCN's three member practices.Manage their workload effectively and meet agreed deadlines.Take ownership of allocated tasks and ensure appropriate follow-up.Maintain accurate records and comply with relevant organisational policies.Promote equality, diversity and inclusion in all aspects of their work.Maintain confidentiality and appropriate professional boundaries.Undertake other reasonable duties consistent with the nature and level of the role.This job description is not exhaustive and may be reviewed in accordance with changing organisational and service requirements, following appropriate discussion with the postholder.BenefitsCompany pensionFree on-site parkingOpportunities for training and professional developmentSupportive multidisciplinary working environment

Person Specification

Experience

Essential

• -Demonstrable experience in an administrative, coordination or patient-facing support role
• -Experience managing administrative workloads, meeting deadlines and prioritising tasks
• -Experience maintaining accurate records and managing confidential information
• -Experience using Microsoft Office, including Word, Excel, Outlook and Teams
• -Experience communicating effectively with a range of colleagues, service users or external organisations
• -Experience completing process-driven tasks accurately and methodically

Desirable

• -Experience working within an NHS, GP practice or Primary Care Network setting
• -Experience coordinating patient recall or screening programmes
• -Experience using EMIS Web, AccuRx or Pinnacle
• -Experience processing online consultation requests
• -Experience supporting population health management or enhanced services
• -Experience working with diverse or underserved patient populations

Knowledge and Skills

Essential

• -Excellent organisational and time management skills
• -Strong written and verbal communication skills
• -Proficiency in Microsoft Office applications and ability to learn new systems
• -Ability to manage competing priorities while maintaining accuracy and attention to detail
• -Ability to communicate sensitively and professionally with patients
• -Understanding of confidentiality, data protection and information governance
• -Strong problem-solving skills and ability to use initiative
• -Ability to recognise concerns requiring escalation to an appropriate healthcare professional
• -Ability to maintain accurate administrative records and monitor outstanding actions

Desirable

• -Understanding of NHS primary care services and PCN structures
• -Knowledge of population health management and health inequalities
• -Knowledge of screening, immunisation and long-term condition recall programmes
• -Understanding of online consultation systems and care navigation pathways
• -Experience using clinical searches and patient reporting tools
• -Knowledge of NHS enhanced services and quality improvement processes
• -Understanding of culturally sensitive patient engagement

Qualifications

Essential

• -GCSEs (Grade 4/C or above) in English Language and Mathematics, or equivalent qualifications
• -Good standard of general education and IT literacy
• -Willingness to undertake mandatory training and continuing professional development

Desirable

• -Qualification in health and social care, business administration or a related field
• -Care Coordinator or personalised care training
• -Additional training in healthcare administration, care navigation or population health

Person Specification Experience Essential -Demonstrable experience in an administrative, coordination or patient-facing support role -Experience managing administrative workloads, meeting deadlines and prioritising tasks -Experience maintaining accurate records and managing confidential information -Experience using Microsoft Office, including Word, Excel, Outlook and Teams -Experience communicating effectively with a range of colleagues, service users or external organisations -Experience completing process-driven tasks accurately and methodically Desirable -Experience working within an NHS, GP practice or Primary Care Network setting -Experience coordinating patient recall or screening programmes -Experience using EMIS Web, AccuRx or Pinnacle -Experience processing online consultation requests -Experience supporting population health management or enhanced services -Experience working with diverse or underserved patient populations Knowledge and Skills Essential -Excellent organisational and time management skills -Strong written and verbal communication skills -Proficiency in Microsoft Office applications and ability to learn new systems -Ability to manage competing priorities while maintaining accuracy and attention to detail -Ability to communicate sensitively and professionally with patients -Understanding of confidentiality, data protection and information governance -Strong problem-solving skills and ability to use initiative -Ability to recognise concerns requiring escalation to an appropriate healthcare professional -Ability to maintain accurate administrative records and monitor outstanding actions Desirable -Understanding of NHS primary care services and PCN structures -Knowledge of population health management and health inequalities -Knowledge of screening, immunisation and long-term condition recall programmes -Understanding of online consultation systems and care navigation pathways -Experience using clinical searches and patient reporting tools -Knowledge of NHS enhanced services and quality improvement processes -Understanding of culturally sensitive patient engagement Qualifications Essential -GCSEs (Grade 4/C or above) in English Language and Mathematics, or equivalent qualifications -Good standard of general education and IT literacy -Willingness to undertake mandatory training and continuing professional development Desirable -Qualification in health and social care, business administration or a related field -Care Coordinator or personalised care training -Additional training in healthcare administration, care navigation or population health

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

Honeypot Medical Centre

Address

Honeypot Medical Centre - Charlton Annexe

223 Charlton Road

Kenton

Harrow

Middlesex

HA3 9HT

United Kingdom

Employer's website

https://www.honeypotmc.co.uk/ (Opens in a new tab)

Employer details

Employer name

Honeypot Medical Centre

Address

Honeypot Medical Centre - Charlton Annexe

223 Charlton Road

Kenton

Harrow

Middlesex

HA3 9HT

United Kingdom

Employer's website

https://www.honeypotmc.co.uk/ (Opens in a new tab)