The posting
ABOUT MEDEFER
Medefer is a pioneer in virtual-first specialist healthcare. Founded by NHS consultants over a decade ago, we were delivering consultant-led virtual outpatient care well before “virtual hospitals” became a national priority. Our model has since been cited in government and NHS England material on the NHS Online vision as one of the service models informing this direction.
We sit at the intersection of clinical provider and technology company. Our CQC-registered service is powered by Medefer’s own electronic health record and referral platform, connecting GPs, consultants, diagnostic providers and hospitals into a single coordinated system. This approach has won multiple national awards for elective recovery, innovation and impact, and we now serve both NHS partners and private patients across the UK.
Medefer is built on three principles: innovate to solve real system problems, collaborate with clinicians and partners, and put patients first in every decision. As we scale across Integrated Care Systems and grow our private services, joining now means helping to define what modern specialist care looks like - and owning the financial strategy behind it.
JOB TITLE: Patient Care Coordinator
REPORTING TO: Team Leader
LOCATION: Remote
CONTRACT: Permanent, 35 hours per week, on a rota between 8am & 6pm
SALARY: £27,300 per annum
Join us in our mission to transform patient care and be part of a dynamic and innovative team. We pride ourselves on a supportive, collaborative and inclusive culture and you will have the opportunity to work alongside a team of intelligent, driven and compassionate people who care deeply about transforming the way healthcare is delivered.
ROLE OVERVIEW:
We are looking for a proactive, compassionate and organised Patient Care Coordinator to join our team. If you enjoy solving problems, supporting people and managing a varied workload in a busy environment, we would love to hear from you.
You will coordinate the administration that keeps patients’ care moving smoothly, working across different teams and specialties. As a first point of contact for patients and healthcare professionals, you will provide clear, helpful support by telephone, email and chat.
KEY RESPONSIBILITIES:
- Coordinating patient pathways, monitoring progress and resolving or escalating issues that could delay care.
- Tracking patients in line with Referral to Treatment (RTT) and diagnostic waiting time (DM01) requirements.
- Managing enquiries from patients, GPs and clinicians, including sensitive or challenging conversations.
- Maintaining accurate patient records and ensuring correspondence, reports and results are uploaded promptly.
- Managing communications through our helpdesk and communications hub, taking appropriate action within agreed timescales.
- Prioritising competing tasks to meet service targets while maintaining accuracy and a high standard of patient care.
- Rotating across teams and providing cover to support changing service demands.
- Contributing to improvements in processes, standard operating procedures and the patient experience.
- Recognising and escalating concerns relating to patient safety, safeguarding or service delivery.
QUALIFICATIONS, EXPERIENCE, SKILLS AND COMPETENCIES:
- At least six months’ experience in customer service or a similar role.
- Knowledge and understanding of RTT and DM01 reporting requirements.
- Excellent communication skills, with a calm, patient and empathetic approach.
- Strong organisation, prioritisation and attention to detail.
- Confidence working in a high-volume environment and managing changing priorities.
- A practical approach to problem solving and the initiative to follow issues through.
- The ability to work independently from home while remaining an active, dependable team member.
- Confidence using multiple systems, alongside Microsoft Excel, Word and Outlook.
- Experience in a healthcare environment is desirable.
BENEFITS:
- 28 days’ annual leave plus bank holidays, pro-rated for part-time hours.
- Workplace pension scheme.
- Private healthcare insurance.
- Employee discount schemes.
- Employee Assistance Programme.
- Health and wellbeing support, including access to confidential telephone, GP and counselling services.
- Training, career development and opportunities for progression.
- A supportive, collaborative and inclusive team.
WORKING ARRANGEMENTS AND KEY TERMS:
You will need a private, confidential space to work from home and flexibility to support team cover during absences and busy periods.
Applicants must have the right to work in the UK. Sponsorship is not available for this role.
Appointment is subject to a relevant DBS check, funded by Medefer, and two satisfactory employment references, including one from your most recent employer.
Medefer is a Disability Confident Employer.
We commit to interviewing applicants who declare a disability and meet the minimum essential criteria for the job. If you would like to be considered under this scheme, please let us know in your application or by contacting our recruitment team.
Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds.
This job description is non-contractual and the postholder will be expected to perform additional duties and tasks that may be assigned by management from time to time to suit business needs.
Medefer contact details are provided for the specific purpose to support potential candidates and are not to be used to market services. The named individual has not consented to unsolicited marketing emails. ‘Direct marketing’ means the communication, by whatever means, of marketing material which is directed at individuals. Privacy and Electronic Communications Regulations (PECR) apply to unsolicited emails, for which the individual has not provided consent. Medefer takes the privacy of individuals very seriously and failure to abide by this notice will result in action taken.
