PAC Patient Contact Coordinator


Company:	NHS Jobs
Salary:	Negotiable
Hours:	Full-time
Location:	Sutton, SM1 4DP
Job type:	Permanent
Posting date:	30 Sept 2026
Closing date:	15 Oct 2026

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Summary

Patient Engagement and Outreach Proactively contact patients identified as potentially benefiting from the PAC service. Explain the purpose, benefits, and processes of the PAC service in a clear and patient-centred manner. Build positive relationships with patients and encourage engagement with the service. Discuss how the service may support patients to better manage their health, wellbeing, and independence. Address patient queries and concerns sensitively and professionally. Support patients to understand what to expect from assessments and follow-up support. Encourage participation in assessments and associated PAC interventions. Identify barriers to engagement and work collaboratively with patients to overcome them where possible. Ensure all patient interactions are conducted in a compassionate, respectful and non-judgemental manner. Recognise concerns requiring urgent clinical input and escalate appropriately. Participate in patient engagement campaigns and initiatives designed to increase service uptake. Telephony and Enquiries Management Monitor and manage the PAC service telephone line during operational hours. Act as the first point of contact for patients, carers, relatives, healthcare professionals and partner organisations contacting the service. Answer enquiries promptly, professionally and courteously. Provide accurate information regarding the PAC service and available support pathways. Signpost callers to appropriate healthcare, community, voluntary sector, or support services. Direct enquiries to the relevant clinician, care coordinator, manager, or organisation where appropriate. Take accurate and comprehensive messages and ensure these are communicated promptly to the relevant team member. Escalate urgent clinical, safeguarding, welfare, or operational concerns in line with service procedures. Maintain accurate records of all incoming calls, enquiries, actions and outcomes. Support the resolution of enquiries and ensure callers receive a positive experience of the service. Coordination and Administration Arrange appointments and assessment bookings for PAC Care Coordinators and other members of the multidisciplinary team. Maintain accurate and timely records using clinical and administrative systems. Update patient tracking systems and databases to reflect outcomes of contact attempts and engagement activities. Record patient decisions, appointments, declines and follow-up requirements accurately. Support management of referral lists and patient pipelines. Liaise with GP practices and PAC colleagues regarding patient engagement outcomes. Assist with the collection and reporting of service activity data and key performance indicators. Ensure compliance with Information Governance, GDPR and confidentiality requirements. Support data quality audits and service monitoring exercises. Service Support and Development Promote awareness and understanding of the PAC service across stakeholders and partner organisations. Participate in team meetings and service development initiatives. Provide feedback regarding patient experience, common themes and barriers to engagement. Contribute to the development of patient communication materials and engagement approaches. Work collaboratively with colleagues to continually improve patient uptake and accessibility of the service. Support audits and quality improvement activities where required.

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