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Job Description: Patient Care Coordinator for Neurodevelopmental Assessment Services

We are looking for an experienced Patient Care Coordinator to join our team.

As a Patient Care Coordinator, you'll be the single, consistent point of contact for every patient and family, from their first enquiry through to their final report. No handoffs, no confusion, no repeating themselves. You'll manage everything behind the scenes in Semble, from booking appointments and chasing questionnaires to preparing MDT papers and tracking reports, so that every patient feels held and every case stays on track.

You'll work with each patient or family to understand where they are in their assessment journey, keep them informed at every step, and adapt your communication style to the individual taking into consideration many of our patients are neurodivergent and some of our families will have young children.

Crystal Pathways delivers private neurodevelopmental assessments for children, young people, and adults. ADHD, autism, and combined assessments, conducted both remotely and face-to-face. Our Patient Care Coordinator will play a vital role in making sure every family experiences Crystal Pathways as the most organised, responsive, and caring assessment service they have ever dealt with, through communication quality, reliability, and genuine warmth.

Responsibilities

• Create and maintain all patient records in Semble from the point of first enquiry, ensuring accuracy and consistency.
• Issue pre-assessment questionnaires and pre-consultation forms, tracking completion and chasing overdue items.
• Schedule all appointments in Semble, ensuring the correct clinician, appointment type, and delivery mode are recorded accurately.
• Be the single named point of contact for every patient and family throughout the assessment journey.
• Respond to all patient enquiries within one working day, setting expectations honestly about timelines.
• Manage the additional complexity of child and young person (CYP) assessments, including liaising with parents and carers.
• Coordinate the multi-informant questionnaire process for CYP cases, tracking completion across multiple respondents.
• Compile and code assessment scores from completed questionnaires into scoring templates for report-writing clinicians.
• Prepare and distribute MDT meeting papers in advance of all scheduled MDT reviews.
• Record MDT decisions and actions in Semble, tracking follow-up actions to completion.
• Maintain GDPR-compliant, CQC audit-ready patient records throughout the assessment pathway.
• Flag any safeguarding concerns, disclosures, or clinical risk indicators to the Managing Director immediately.
• Support the invoicing process, tracking payment and flagging outstanding amounts.
• Handle cancellations, rescheduling, and DNA events sensitively and consistently.

Requirements and Skills

• Previous experience as a Patient Care Coordinator or in a similar patient facing role within health, social care, or a similar setting.
• Demonstrable experience managing relationships, expectations, and difficult conversations with warmth and professionalism.
• Able to manage a live caseload for adults, children, combined, face-to-face, and remote using systems.
• Excellent organisational and communication skills, with a warm and adaptable communication style.
• Detail accuracy in clinical records, questionnaire scoring, and Semble data entry.
• Safeguarding awareness and knows what a disclosure sounds like, escalates immediately, and records correctly.
• Confident with practice management software such as Semble, EMIS, SystmOne, Jane, or Cliniko, or able to learn quickly.
• Comfortable with Microsoft 365 and video platforms.
• Enhanced DBS required (or willingness to obtain one).

Desirable

• Experience in a private healthcare, clinical, or neurodevelopmental assessment setting. familiarity with ADHD and autism assessment pathways.
• Experience working with children, young people, or families in a health or support context.
• Familiarity with Semble or another clinical practice management system.
• Awareness of the NHS Right to Choose framework.
• Experience supporting MDT processes or preparing clinical meeting papers.
• Lived experience of ADHD, autism, or neurodivergence.

What We Offer:

• Opportunities for professional development and career growth.
• Supportive team environment dedicated to making a difference in people's lives.
• Benefits including casual dress and employee discounts.

About Us: Crystal Pathways is committed to transforming lives by supporting individuals with mental health challenges and employability barriers. Through a holistic, person-centred approach, we empower clients to achieve their goals and build fulfilling futures. Join us and become part of a movement dedicated to creating positive change.

Job Types: Full Time, Permanent

Ready to make a difference? Apply now! Submit a CV and a covering letter of no more than two pages. Visit our website for more information: www.crystalpathways.co.uk

Experience:

• Patient-facing / customer service role: 1 year (preferred)
• Clinical or practice management software (e.g. Semble): 1 year (preferred)

Pay: £25,420.00-£30,000.00 per year

Benefits:

• On-site parking
• Store discount

Work Location: In person