📍 About the Service
This role will support our Specialist Weight Management and Prescribing services across multiple regions, including Mid & South Essex, Highland, Betsi, Dumfries & Galloway, Right to Choose, and Dorset BSOP, combining digital and in-person coordination to help people access and progress through complex health pathways.
🎯 The Role: Customer Support Associate
We're looking for two Patient Coordinator Assistants to support the delivery of referral management and patient pathway coordination across our growing portfolio of services. You'll be the administrative backbone, processing referrals, coordinating triage and assessments, keeping patients engaged throughout their pathway, and ensuring clean, accurate offboarding when the time comes.
You'll work closely with Patient Coordinators and clinical teams, handling the day-to-day admin that keeps services running smoothly and patients moving in the right direction. The role requires regular communication with both service users and healthcare professionals, and all duties must be carried out within established protocols, escalation pathways, and in accordance with confidentiality and data protection requirements.
We're hiring two Patient Coordinator Assistants:
- Position 1: 40 hours/week - fixed-term contracts of 6 months
- Position 2: 40 hours/week - fixed-term contracts of 3 months with a view to extend
You must be able to cover core service hours (Monday–Friday).
Salary: £28,000 pro rata
Requirements
🛠️ What You'll Be Doing
Referral Management
- Process incoming referrals across multiple services, checking eligibility criteria are met.
- Review referral information and escalate ineligible or complex cases to the MDT where required.
- Monitor and manage the NHS inbox, responding to GP queries and requesting additional information where needed.
Triage & Assessment Coordination
- Conduct triage calls with service users to confirm eligibility.
- Book and schedule assessment appointments for eligible patients.
- Follow up on missed triage or assessment appointments in line with protocol.
- Escalate ineligible cases to the MDT where appropriate.
Patient Communication & Engagement
- Communicate with service users via phone, email, and SMS throughout their pathway.
- Follow up on outstanding forms, documentation, and incomplete tasks.
- Manage queries relating to appointments, group allocation, and attendance, including DNAs.
Discharge & Offboarding
- Process discharges in line with service protocols, including DNAs and non-engagement.
- Generate and send discharge confirmation letters to service users.
- Prepare and send discharge correspondence to GP practices via NHS systems.
- Offboard service users from relevant systems and ensure accurate closure of patient records.
Admin & System Management
- Maintain accurate records across referral trackers and internal systems.
- Ensure all patient activity is documented in line with governance and audit requirements.
- Support ongoing service administration and workflow management across teams.
📋 Services You'll Support
Specialist Weight Management Services: Mid & South Essex, Highland, Betsi, Dumfries & Galloway, Right to Choose
Prescribing Services (where required): Dorset BSOP & MSE BSOP
✅ What We're Looking For
Essential
- Strong administrative and organisational skills, able to manage competing priorities in a busy environment.
- Excellent written and verbal communication skills — comfortable handling sensitive conversations with patients and professionals alike.
- High attention to detail and accuracy across data, records, and correspondence.
- Comfortable handling confidential information appropriately, in line with GDPR requirements.
- Confident using digital systems and databases.
Desirable
- Experience in a healthcare, NHS, or patient-facing administrative role.
- Understanding of referral pathways and healthcare processes.
- Experience working with service users or clinical teams.
ℹ️ Additional Information
- This role involves regular communication with both service users and healthcare professionals.
- You'll work within established protocols and escalation pathways at all times.
- All duties must be carried out in accordance with confidentiality and data protection requirements.
