Chelsea and Westminster Hospital NHS Foundation Trust
Patient Care Coordinator
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Job Description: 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
- Registering patients
- Managing appointments and clinic attendance
- Maintaining accurate electronic patient records (EPR)
- Updating demographic information
- Handling telephone enquiries
- Supporting day-to-day clinic administration
The role requires strict adherence to NHS information governance, confidentiality, and data quality standards.
Responsibilities
- Coordination: Working closely with doctors, nurses, health advisers, and administrative colleagues to support the smooth running of outpatient services by coordinating appointments, assisting with patient enquiries, and arranging additional services such as interpreters when required.
- Communication: 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: Essential, including the ability to work across clinic areas, late clinics, and weekends to meet service needs.
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Please note: Some roles may require weekend shifts at multiple sites.
Key Responsibilities
- 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.
About Our Trust
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.
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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.
We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans, and underrepresented communities, valuing the perspectives they bring.
Contact Information
For further details / informal visits contact:
- Name: Jacqui.green1@nhs.net
- Job Title: Operational Admin Lead
- Email Address: jacqui.green1@nhs.net
- Telephone Number: 0208 321 5718
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