Job Description

Compass House Medical Centres is a thriving, forward-thinking practice rated CQC Outstanding and proudly accredited Investors in People Gold. We are committed to high levels of patient care, compassionate leadership, continuous improvement and supporting our exceptional staff team.

We are now recruiting a Care Coordinator Manager to lead our experienced Care Coordination team and support the next phase of our service transformation

About the Role

This is a strategic leadership position at the heart of the practice and requires someone who is proactive, people-focused and confident leading others.

The Care Coordinator Manager will:

Provide day-to-day leadership, motivation and coaching to an experienced Care Coordination team. Lead the team through change, including embedding a new triage system. Drive performance, development and wellbeing within the team. Review and enhance ways of working to ensure efficient, patient-centred service delivery Proactively monitor workloads, anticipate pressure points and propose solutions. Use data and KPIs to inform decision-making and continuous improvement. Manage first-line and most day-to-day complaints, escalating complex cases appropriately. Contribute to culture initiatives, staff engagement and leadership across the wider practice.

Who we're looking for

Someone who:

Has strong experience managing, motivating and developing people. Communicates with empathy, clarity and confidence. Thrives in busy, fast-paced environments and remains calm under pressure. Enjoys improving processes and shaping patient access. Can analyse data, monitor trends and support improvement plans. Is confident leading service delivery and supporting staff wellbeing. Understands or is keen to learn about NHS primary care. Aligns with our values of Caring, Teamwork, Collaboration, Excellence, Listening and Innovation.
Primary care experience is helpful but not essential for exceptional candidates with strong leadership skills.

Salary

30-36k FTE, Dependent on experience.

How to Apply

Please read the full

and

Person Specification

carefully before applying.

Applicants

must

submit:

A CV, and A covering letter clearly explaining why you are the right person for this role, demonstrating how you meet the essential criteria and, where relevant, the desirable criteria in the person specification..
Applications without a tailored covering letter will not be shortlisted.

We look forward to welcoming the right person into our exceptional team.

We encourage early applications, as we reserve the right to close the advert once sufficient suitable applicants have been received and shortlisted for interview.

Full Job summary below -

JOB SUMMARY:

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 pop?ups 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.

Job Type: Full-time

Pay: 30,000.00-36,000.00 per year

Benefits:

Company pension
Work Location: In person

Application deadline: 05/12/2025