Package Description: The Role
Great patient care starts with great coordination.
Our Primary and Community Care services rely on great coordination behind the scenes. As a Care Co-Ordinator at IC24, you’ll play an important role in keeping services organised, supporting colleagues and helping patients access safe, effective and timely care.
Working as part of our Primary and Community Care team, you’ll take day-to-day ownership of service activity during your shift. You’ll keep an eye on demand and capacity, coordinate available resources, support clinical booking utilisation and respond when priorities change.
This is a hands-on operational role. You could be coordinating service activity, responding to staffing pressures, supporting frontline colleagues, liaising with clinical teams or escalating an issue that could affect patient care.
You’ll need to be comfortable making decisions, juggling competing priorities and staying calm when the unexpected happens. Just as importantly, you’ll be part of a team - working closely with operational and clinical colleagues to solve problems and keep services moving.
This isn’t just about managing processes. It’s about making sure our teams are in the right place, our services run effectively and our patients receive the support they need.
What you’ll be doing
→ Coordinating our Primary and Community Care services
Taking day-to-day ownership of your allocated service area, coordinating activity and helping ensure services operate safely, efficiently and effectively throughout your shift.
→ Keeping services moving
Monitoring demand, capacity and service flow, responding to changing pressures and taking appropriate action to support the smooth running of services.
→ Making the best use of our clinical capacity
Supporting effective utilisation of available clinical appointments and resources so that capacity is used appropriately and patients can access care as efficiently as possible.
→ Supporting our frontline teams
Being a visible and approachable source of day-to-day support for colleagues, providing guidance, helping resolve operational issues and making sure concerns reach the right people.
→ Responding when things change
Identifying workforce gaps, increases in demand or other operational pressures and working with colleagues to find practical solutions or escalate concerns when additional support is needed.
→ Keeping patient safety at the centre
Recognising and escalating issues that could affect patient safety or service delivery, including safeguarding concerns, and following the appropriate policies, procedures and escalation routes.
→ Communicating clearly
Working closely with clinical and operational colleagues and other stakeholders, ensuring important information, risks and actions are communicated clearly and effective handovers take place.
→ Improving how we work
Using your experience and knowledge of our services to identify opportunities for improvement and contribute to changes that benefit patients, colleagues and service delivery.
Who this role suits
This role suits someone with experience of working within an NHS or healthcare service who understands how important good operational coordination is, to deliver safe patient care.
You’ll thrive as a Care Co-Ordinator if you:
Have previous experience working within an NHS or healthcare environment.
Understand how busy patient-facing services operate and can respond effectively when demand or priorities change.
Are organised and able to prioritise several things at once without losing sight of the detail.
Can stay calm, think clearly and make sensible decisions when under pressure.
Communicate confidently with clinical, operational and administrative colleagues.
Are comfortable using IT systems and learning the systems needed to coordinate service activity.
Understand the importance of KPIs, service performance and making effective use of available capacity.
Can identify when something needs escalating and know the limits of your own responsibility.
Are proactive, practical and willing to look for solutions rather than waiting to be told what to do.
Enjoy being part of a team and supporting colleagues to deliver the best possible service.
Let’s be honest about the role
Primary and Community Care can be busy and unpredictable. Patient demand changes, staffing pressures happen and sometimes several things need your attention at exactly the same time.
You won’t always have the luxury of dealing with one problem before the next arrives.
Some new starters underestimate:
How quickly priorities can change during a shift.
How important good coordination is to the patient journey.
The need to balance service performance with patient safety and quality.
How much communication is involved in keeping clinical and operational teams aligned.
The confidence needed to make decisions while recognising when something needs to be escalated.
The flexibility required to support different services or locations when operational needs change.
You’ll also be working a rota that include unsociable hours, weekends and bank holidays, so it’s important that this works for you.
What cannot easily be taught is the ability to remain calm, take ownership and support the people around you when things get busy.
If that sounds like you, this could be a great next step.
Who are we?
We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services.
IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.
Every day, our people help patients access the care they need, when they need it most.
What’s in it for you?
Competitive salary of £25,725
Opportunity to join the NHS Pension Scheme
Enhanced Bank Holiday rates
6.6 weeks annual leave (25 days + Bank Holidays)
Enhanced family leave (maternity, paternity and adoption leave and pay)
Inclusive wellbeing benefits
Employee Assistance Programme including free 24/7 independent counselling and occupational health services
Professional development opportunities
Free membership to our reward and discount platform
Access to Blue Light Card and other NHS Discount Schemes
Locations:
Head Quarters - Kingston House, Orbital Park, Ashford, Kent, TN24 0GP
Woodingdean Base - Unit 6, Brighton Office Campus, Hunns Mere Way, Woodingdean, Brighton, East Sussex BN2 6AH
Hours: As agreed, working across a 7-day service including unsociable hours (evenings and nights), all times on weekends and bank holidays.
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS disclosure and 3 years of references.
We celebrate brave ideas and brave people.
We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.
We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals, and other under-represented groups. We’re dedicated to creating an inclusive environment where everyone feels they belong.
If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team
