Patient Care Coordinator

Patient Communication & Support • Act as the compassionate first point of contact for all patient enquiries via telephone and email. • Manage the onboarding process for new patients, welcoming them to the service and explaining the next steps. • Respond to incoming queries promptly, providing clear advice and support to patients throughout their journey. Pathway Coordination • Manage the intake of new referrals and monitor patient progress to ensure a seamless journey from referral to discharge. • Lead appointment scheduling for remote and in-person clinics, aligned with clinician availability, and handle rescheduling or cancellations efficiently. • Maintain accurate patient records within the Electronic Patient Record (EPR), ensuring data quality and strict adherence to confidentiality and GDPR. MDT & Operational Support • Provide comprehensive administrative support for Multidisciplinary Team (MDT) meetings and Clinical Operations meetings. • Manage written and verbal correspondence with GPs and other healthcare professionals, including the management of clinic letters and information requests. Service Improvement & Feedback • Actively capture feedback from patients, their families, and carers regarding their experience with Pastel Health. • Handle initial patient complaints or concerns with empathy and tact, escalating issues where necessary. • Support service improvement initiatives, helping the team continuously enhance the quality of care delivered. Job description Job responsibilities Patient Communication & Support • Act as the compassionate first point of contact for all patient enquiries via telephone and email. • Manage the onboarding process for new patients, welcoming them to the service and explaining the next steps. • Respond to incoming queries promptly, providing clear advice and support to patients throughout their journey. Pathway Coordination • Manage the intake of new referrals and monitor patient progress to ensure a seamless journey from referral to discharge. • Lead appointment scheduling for remote and in-person clinics, aligned with clinician availability, and handle rescheduling or cancellations efficiently. • Maintain accurate patient records within the Electronic Patient Record (EPR), ensuring data quality and strict adherence to confidentiality and GDPR. MDT & Operational Support • Provide comprehensive administrative support for Multidisciplinary Team (MDT) meetings and Clinical Operations meetings. • Manage written and verbal correspondence with GPs and other healthcare professionals, including the management of clinic letters and information requests. Service Improvement & Feedback • Actively capture feedback from patients, their families, and carers regarding their experience with Pastel Health. • Handle initial patient complaints or concerns with empathy and tact, escalating issues where necessary. • Support service improvement initiatives, helping the team continuously enhance the quality of care delivered.