Patient Care Coordinator

The Patient Care Coordinator provides a professional, patient-centred reception and administrative service within the HIV and Sexual Health Clinic at 10 Hammersmith Broadway. Acting as a key point of contact for patients, visitors and clinical teams, the post holder helps ensure a welcoming environment and an efficient patient journey.

Key duties include registering patients, managing appointments and clinic attendance, maintaining accurate electronic patient records (EPR), updating demographic information, handling telephone enquiries and supporting day-to-day clinic administration. The role requires strict adherence to NHS information governance, confidentiality and data quality standards.

Working closely with doctors, nurses, health advisers and administrative colleagues, the post holder supports the smooth running of outpatient services by coordinating appointments, assisting with patient enquiries and arranging additional services such as interpreters when required., Provide a professional, patient-focused reception and administrative service, ensuring a positive patient experience. Manage appointments, patient registrations and attendance records using Cerner and GUM EPR systems. Maintain accurate patient demographic and clinical information in line with NHS standards. Handle telephone enquiries efficiently and professionally, acting as a first point of contact for patients and service users. Liaise with clinical and administrative teams to support the smooth delivery of outpatient clinics. Communicate appointment information, waiting times and clinic updates to patients. Arrange additional patient support services, including interpreters and transport where required. Maintain patient confidentiality and comply with NHS information governance and data protection requirements. Monitor clinic outcomes, RTT pathways and appointment systems to support service performance. Resolve patient queries sensitively and escalate concerns when appropriate.
Support service improvement initiatives, audits and administrative projects. Work flexibly across clinic services, including late clinics and weekends, to meet operational needs.

The role requires excellent communication, customer service and organisational skills, with the ability to prioritise workload, work under pressure and manage sensitive situations professionally and compassionately. Flexibility is essential, including the ability to work across clinic areas, late clinics and weekends to meet service needs.

Our Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children's services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.