Primary Care Network Care Co-ordinator

Waterloo Medical Centre is a Primary Care provider based on Waterloo Road in Blackpool, part of the Blackpool South Central Primary Care Network, serving a population of 30,000. We deliver high‑quality general medical care to over 12,000 registered patients with a dedicated team of clinical, administrative and management professionals.

As the Care Coordinator, you will assist clinical personnel in delivering treatment, preventative care, screening and patient education. You will also manage administrative tasks and act as the central point of communication between patients, carers and the practice team. Working closely with GPs you will manage a caseload of patients, ensuring appropriate support, complaint management and coordination of multidisciplinary services.

• Work with patients, families and carers to improve patient understanding and develop personalised care plans.
• Answer queries, schedule appointments and provide clear written or verbal information to support patient decision‑making.
• Monitor child immunisation uptake and ensure timely vaccination schedules.
• Support patients in accessing training, employment and appropriate benefits, including referrals to social prescribing link workers.
• Collaborate with GPs and other primary care professionals to identify and manage a caseload, including long‑term health conditions, and refer when appropriate.
• Co‑ordinate complaints investigations, maintain the complaints log and ensure compliance with organisational policy and duty of candour.
• Act as a service champion for veterans, cancer and digital access, and assist the end‑of‑life team.
• Receive, log and acknowledge complaints within required time frames.
• Maintain central complaint logs for compliments and patient feedback.
• Ensure all complaints are handled in line with organisational policy, regulatory requirements and duty of candour principles.
• Support the coordination and delivery of multidisciplinary teams within the PCN.
• Raise awareness of shared decision‑making and prepare staff and patients for these conversations.

• Maths and English GCSE Grade A‑C (4‑9) or equivalent.
• Health and Social Care NVQ / Management NVQ or equivalent.
• EMIS ready.

• Excellent oral and written communication skills.
• Excellent interpersonal skills.

• Highly organised, flexible and able to prioritise.
• Highly observant, committed to personal and professional development.

• Commitment and experience of a multi‑disciplinary team approach to care.
• Proven ability to lead and motivate a team.

• Experience working in primary care and within an administrative department.
• Experience with QOF, associated quality contracts and general practice operations.
• Experience dealing with complaints.

• Ability to use own judgement and work independently, determining workload priorities.
• Knowledge of local pathways, community services, secondary care and voluntary sectors.
• Understanding of how general practice operates and knowledge of health‑promotion strategies, national screening programmes and immunisation schedules.
• Awareness of QOF and associated requirements.
• Excellent organisational skills in a health‑care setting.
• Good interpersonal skills and motivated forward‑thinker.
• Knowledge of public‑health issues in the local area.
• Understanding of the GMS Contract, QOF and Enhanced Services.

• All employees are treated with dignity and respect, with no discrimination or harassment.

This post is subject to enhanced DBS and the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure and Barring Service check will be required.