Care Coordinator Manager
| Dyddiad hysbysebu: | 21 Tachwedd 2025 |
|---|---|
| Cyflog: | £30,000.00 i £36,000.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £30000.00 - £36000.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 05 Rhagfyr 2025 |
| Lleoliad: | Brixham, TQ5 9TF |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | A1523-25-0008 |
Crynodeb
The Care Coordinator Manager plays a central leadership role at Compass House, providing clear direction, motivation and support to our Care Coordinator team and contributing to the smooth, effective running of the practice. The post holder will lead an experienced, high-performing administrative team, supported by a Deputy Manager, and will work closely with the Management Partner, Operations Manager and leadership team and partners. This is a strategic, people-centred leadership role, focused on driving team performance, embedding continuous improvement, delivering excellent patient experience, and supporting staff wellbeing. The role requires strong leadership, emotional intelligence, clear communication, and an ability to manage and influence people positively. The post holder will have an overview of the Care Coordination function at all times, ensuring workloads are proactively monitored, processes remain efficient, and that we meet our commitment to delivering excellent patient care. They will also lead on the implementation and optimisation of new triage and workflow systems, while proactively anticipating potential issues, backlogs or barriers and proposing solutions to keep operations running smoothly. The Care Coordinator Manager is a key member of the Compass House Leadership Team and will contribute to maintaining our Investors in People Gold culture, living our values of Caring, Teamwork, Collaboration, Excellence, Listening and Innovation. MAIN RESPONSIBILITIES 1. Leadership & People Management Provide day-to-day leadership, motivation and direction for the Care Coordinator team. Line manage the team, including recruitment, onboarding, training, 1:1s, wellbeing check-ins, performance management and development planning. Lead, coach and develop the Deputy Manager(s) and Senior Care Coordinators. Ensure all staff understand practice objectives, their own goals and how their role contributes. Promote teamwork, psychological safety and collaboration. Lead regular Care Coordinator meetings with agendas, minutes and action logs. Maintain an up-to-date induction, training matrix and progression pathways. Hold a minimum of two short team huddles each week to review workloads, highlight pressures, communicate priorities and make real-time adjustments where needed. Support staff wellbeing and energy management. Oversee fair workload allocation and manage concerns promptly. Oversee rotas, authorise annual leave and maintain safe staffing levels. 2. Operational Performance & Process Improvement Maintain oversight of daily operations of the Care Coordinator team. Monitor workload levels across telephony, reception, administration and workflow, maintaining full visibility of activity in the administration office, front desk, call handling areas and across all sites. Oversee call-handling and reception quality, ensuring staff communication with patients is compassionate, clear and aligned with Compass House values. Support digital access improvements by ensuring the team uses online appointment, prescription and communication systems effectively. Support digital inclusion by ensuring patients who require help registering for or using online services receive guidance from the team. Be mindful of access barriers and support equitable service delivery for patients with additional needs or vulnerabilities. Lead with the Operations Manager on implementing and optimising systems within the team. Use data to drive performance and set meaningful KPIs. Work closely with clinical and management teams to ensure optimal appointment utilisation, reducing avoidable gaps and maximising available capacity for patient care. Review, redesign and improve processes to enhance patient flow and access, proactively making recommendations for improvements where opportunities are identified. Ensure administrative tasks such as registrations, coding, and document management are completed accurately and in line with best practice. Ensure SOPs and policies relating to the team are accurate, up-to-date and adhered to. Share learning and good practice from other GP practices and primary care sources. Contribute to practice-wide projects and improvement plans. 3. Patient Experience, Complaints & Communication Manage the majority of day-to-day and first-line patient complaints, ensuring timely, compassionate and high-quality responses in the Compass House tone of voice. Conduct initial investigations, liaising with clinicians and relevant staff to gather information and resolve concerns wherever possible at first contact. Escalate complex, HR-related, legal or multi-agency complaints to the Workforce Services Lead, providing handover information and supporting documentation. Identify themes from feedback and complaints, highlighting areas for improvement or training needs within the Care Coordination team. Ensure compliments are acknowledged, recorded and shared appropriately, including adding to staff files and communicating via the Comms Board. Handle patient feedback submitted via email, the website, NHS Choices, Healthwatch and the PPG, escalating where required. Support communication with patients regarding access, processes and service changes, drafting clear and patient-centred messages. 4. Quality, Governance, Compliance & Development Support CQC compliance and ensure standards are met across all front-of-house and Care Coordination processes. Strengthen readiness for inspection by ensuring that processes meet the Responsive and Well-Led domains. Conduct reminders and spot checks to ensure team-wide adherence to information governance, confidentiality and data protection standards. Review and update SOPs regularly, ensuring they remain accurate and reflective of current practice. Contribute to audits, quality improvement cycles and evidence gathering. Lead on relevant elements of improvement plans relating to Care Coordination services. Maintain awareness of national initiatives, local guidance and best practice, sharing learning as appropriate. Oversee training and development requirements for the Care Coordination team, maintaining an up-to-date training matrix and skills mapping. Ensure new starters receive a thorough and supportive induction, with regular reviews. Ensure skills mapping and competency frameworks support cross-cover, flexibility and team resilience. Support ongoing development and progression pathways within the team. 5. Wider Practice Leadership Act as a key link between the Care Coordination team and all other teams, ensuring smooth communication and collaborative working. Support other teams with workload management and task turnaround times where needed. Brief the leadership team on themes, workflow observations and operational issues, proactively anticipating potential backlogs, pressure points or risks and proposing solutions before they escalate. Build strong, respectful working relationships across all teams. Attend weekly Leadership Team meetings and monthly Practice Meetings and take minutes and actions. Provide cross-cover for the management team when required. Support the management partner with operational planning and patient access work. Contribute to Compass House culture initiatives and staff engagement. Model Compass House values consistently. Safeguarding Administrative Lead (or Oversight) Hold responsibility for the Safeguarding Administrative Lead function or oversee the delegation of this work to an appropriate team member. Ensure safeguarding policies and procedures are kept up to date and accessible. Ensure staff understand how to identify and add safeguarding flags or popups on patient records. Oversee the annual review of safeguarding lists, ensuring accurate updates and allocation of tasks to Care Coordinators where appropriate. Liaise with the Safeguarding Clinical Leads as required to support compliance and best practice. The duties and responsibilities listed above are not exhaustive and may be reviewed, amended or added to at any time to meet the needs of the practice.