Patient Access Centre Coordinator


Company:	NHS Jobs
Salary:	from £14.25 an hour
Hours:	Full-time
Location:	Bury, BL9 0NJ
Job type:	Contract
Posting date:	18 Sept 2026
Closing date:	2 Oct 2026

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Summary

Telephone Demand and Service Performance Monitor telephone queues, call volumes, waiting times, abandoned calls and other agreed service measures throughout the day. Use available information to identify changes in demand and ensure appropriate staff coverage. Support the team to achieve agreed PAC service standards and patient-access objectives. Identify trends, recurring pressures or areas where additional support may be required. Provide relevant operational information and reports to managers. Support the evaluation of the PAC model against agreed measures. Contribute to identifying opportunities to improve telephone access and patient experience. Service measures are intended to help Tower understand patient demand, assess how effectively the PAC is operating and identify where additional support or service improvements may be required. Operational Support to PAC Advisors Provide day-to-day guidance and support to PAC Advisors. Assist Advisors with operational queries and application of agreed PAC processes. Support staff when dealing with difficult, complex or challenging patient enquiries where appropriate. Promote effective patient navigation and consistent application of Practice processes. Support new or less experienced members of the team in becoming familiar with PAC systems and ways of working. Identify where additional guidance, coaching or training may be beneficial and raise this with the appropriate manager. Encourage effective teamwork and a supportive working environment. Workflow and Administration Coordinate the movement of the PAC between telephone and administrative workstreams according to patient demand. Ensure appropriate administrative work is allocated and progressed when telephone demand allows. Support effective management of patient tasks and enquiries generated through the PAC. Ensure site-specific work is appropriately directed to the relevant site team. Support agreed Hub, PTA and wider patient-services workstreams where appropriate. Monitor outstanding work within the PAC and identify areas requiring attention or escalation. Support effective processes for transferring work between the PAC, site teams and other services. Patient Access and Experience Promote a consistently high standard of patient service within the PAC. Support PAC Advisors to provide appropriate patient navigation and signposting. Help resolve operational issues affecting patient access. Support the management of difficult or challenging patient interactions where required. Identify recurring patient concerns or barriers to access and escalate these appropriately. Contribute to improvements in patient experience and telephone access. Ensure patients are treated with dignity, respect and compassion. Communication and Partnership Working Maintain effective communication with PAC Advisors throughout the working day. Work closely with Site Coordinators to ensure effective communication and transfer of work between the PAC and individual sites. Liaise with the Hub, PTA, clinical teams and other relevant services to support effective patient pathways and workflow. Provide managers with updates regarding PAC demand, pressures, staffing or operational concerns. Participate in relevant meetings, briefings and service-development discussions. Communicate changes to agreed PAC processes clearly and consistently. Systems and Information Use telephone reporting systems and other available information to support the effective operation of the PAC. Maintain appropriate knowledge of EMIS and other relevant Practice systems. Ensure information is recorded accurately and appropriately. Maintain confidentiality and information security at all times. Promote appropriate access to patient information and ensure information is only accessed where there is a legitimate work-related reason. Escalate any concerns regarding confidentiality, information governance or system security appropriately. Service Development and Continuous Improvement Play an active role in the implementation and development of the Patient Access Centre. Support the evaluation of the PAC during the initial secondment period. Gather and contribute operational feedback regarding what is working well and where improvements may be required. Identify opportunities to improve processes, workflow and patient access. Support the implementation of agreed improvements and new ways of working. Encourage PAC Advisors to contribute ideas and feedback. Work collaboratively with managers and other teams to develop a consistent and sustainable PAC operating model. Staffing and Escalation The PAC Coordinator does not initially hold formal line-management responsibility but will have responsibility for the day-to-day operational coordination of the PAC. The postholder will: Monitor whether sufficient staff are available to meet operational demand. Identify and escalate staffing pressures or gaps. Raise concerns regarding attendance, conduct, capability or performance with the appropriate manager where these become apparent through day-to-day coordination. Provide factual information to managers where required to support management processes. Support agreed operational arrangements following management decisions. Maintain appropriate professional boundaries between operational coordination and formal people-management responsibilities. Formal absence management, appraisal, performance management, disciplinary and grievance processes will remain the responsibility of the appropriate line manager.

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