Neighbourhood Service Coordinator

Patient Administration

Contact patients by telephone, SMS, email, and letter regarding appointments and care pathways. Book, amend and cancel appointments in accordance with service requirements and patient needs. Send appointment reminders and follow up on non-attendance. Respond to, investigate and resolve routine and complex patient queries in a professional and timely manner. Support pathway administration activities. Monitor appointment utilisation and support initiatives to improve patient access and reduce non-attendance.

Process referrals in accordance with NHS and local policies, standards and pathways. Manage e-Referral Service (e-RS) and choose and book processes and referral administration. Liaise with providers, clinicians, and patients regarding referral status. Track referral progress and ensure outcomes are recorded accurately and within agreed timescales. Investigate delayed referrals and liaise with providers, clinicians and patients to facilitate timely progression. Escalate pathway concerns, capacity issues and operational risks appropriately.

Utilise clinical systems including EMIS Web and Systm One to support service delivery and programme objectives. Maintain accurate and comprehensive electronic patient records. Ensure data quality, coding accuracy and compliance with organisational standards. Support information governance and confidentiality requirements. Act as a local resource for administrative staff regarding clinical systems, processes and operational procedures.

Manage and prioritise clinical and administrative tasks across multiple work streams. Process pathology-related administrative actions and follow‑up activities as directed by clinicians. Monitor workflow activity to ensure referrals, pathology actions and operational tasks are completed within required timescales. Exercise judgement in identifying urgent concerns and determining appropriate escalation routes.

Produce routine and ad hoc reports from clinical systems, programme databases and other sources. Analyse and validate performance data to ensure accuracy, completeness and consistency. Identify trends, risks, gaps and opportunities within service performance data. Prepare reports and summaries for programme managers, clinical leads and neighbourhood governance groups. Support audits, service evaluations and quality improvement initiatives. Assist with patient recall programmes and population health management activities.

Present findings and recommendations to programme and clinical leads.

Coordinate operational activities across neighbourhood services, multidisciplinary teams and practices. Provide oversight and administration of clinical and operational rotas. Support service capacity planning and maximise effective utilisation of appointments and resources. Identify, investigate and report rota gaps, capacity pressures and scheduling issues. Coordinate service changes and communicate updates to stakeholders across organisations. Support delivery of neighbourhood priorities, programmes and operational objectives.

Develop and maintain reporting tools, dashboards and performance monitoring systems to support neighbourhood decision‑making.

Apply and maintain knowledge of clinical coding principles and data quality standards. Support accurate coding of patient interactions, diagnoses and outcomes. Ensure records are maintained in accordance with NHS and organisational policies.

Manage clinical correspondence and information requests. Prepare, process and distribute clinical letters and documentation. Support clinician administration requirements and e‑RS related activities. Ensure timely filing, tracking and distribution of documentation.

Support the implementation of new models of care and neighbourhood transformation programmes. Identify opportunities to improve administrative processes, referral pathways and patient experience. Contribute to the development, review and implementation of standard operating procedures and administrative processes. Participate in service redesign initiatives, audits and quality improvement projects. Monitor the impact of service improvements and provide feedback to programme leads. Lead small‑scale service improvement initiatives within administrative and operational processes.

Provide advice and guidance to colleagues on administrative procedures, referral processes and clinical systems. Provide day‑to‑day guidance and support to new and existing administrative staff. Share best practice and contribute to continuous improvement across neighbourhood services.