Coordinator (Needs-Led Pathway)

POSITION: Fixed Term Contract (up to 2 years) - Full/Part Time (minimum of 30 hours per week required)

LOCATION: Fully remote, UK based

SALARY: Up to £28,000 per year

Fixed term contract - This is a 2 year fixed term opportunity created to support the delivery of a specific contract commitment. Any continuation beyond the initial fixed term period would be dependent on the ongoing requirement for the work associated with the contract. We are unable to guarantee that the role will continue beyond the two year term.

United by our vision. Leading with empathy. Pioneers in curiosity.

Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.

Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services. You can find out more about us by clicking here!

Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page.

“Great minds don’t think alike”

From our talented tech teams to our standout clinical expertise, we’re bringing great minds together to build more accessible services.

As the Coordinator for our Needs-Led Pathway , you will play a pivotal role in our team, which we deliver in partnership with Sirona care & health for families across Bristol, North Somerset and South Gloucestershire (BNSSG). You’ll keep work flowing through the pathway: supporting families to complete their onboarding questionnaires and paperwork, answering their questions, coordinating their appointments, and linking them with their dedicated Care Navigator clinician.

Your primary responsibility will be to make sure every family has a positive, predictable and respectful experience of the clinical pathway – from their first contact with us through to their final ‘Moving Forward’ conversation – and of how the pathway connects with our Integrated Therapeutic Service (ITS) and our neurodevelopmental (ND) teams. The Needs-Led Pathway supports children and young people from early years up to 18, based on what they need rather than whether they have, or are waiting for, a diagnosis.

Working in a neuro-affirmative way

Many of the children, young people and parents you’ll speak to are neurodivergent. We work in a neuro-affirmative way: we see autism, ADHD and other neurodevelopmental differences as part of who someone is rather than problems to be fixed, and we adapt how we work instead of expecting families to adapt to us. You don’t need to be an expert on day one – we’ll train and support you – but you’ll need to share these values. In this role, they show up in small, practical ways every day:

Telling families clearly what will happen next, when, and how long it will take – for many people, predictability is an access need rather than a preference

Writing in plain, direct language, and following up phone or video conversations in writing so families have something to refer back to

Asking families how they would like to be contacted, and respecting it – unexpected phone calls can be hard for some people

Using the language families use about themselves and their children (for example “autistic” or “has autism”) and not correcting them

Remembering that a parent or carer may be neurodivergent too, and that forms, deadlines and phone calls are harder for some families than others

Not reading a missed deadline, a short reply or a difficult call as a lack of interest – and understanding distressed behaviour as communication

Noticing and passing on what is going well for a child, not only what is difficult

What you’ll be doing

Coordinating the pathway

Managing the flow of work through the pathway and its service lines, so that referrals from Sirona move promptly and no family gets stuck

Booking and coordinating appointments, including Care Navigation Meetings, Core Needs Assessments, Single Session Consultations, four-weekly check-ins and Moving Forward appointments

Linking families with their dedicated Care Navigator clinician, and passing on what families have already told us so they don’t have to repeat their story

Sending questionnaires and reminders at the right points in the journey, including the onboarding questionnaires and the closing questionnaire ahead of a family’s Moving Forward appointment

Supporting families who want to come back to the service after their episode of care, using the agreed re-entry route

Supporting families

Supporting families and young people to complete onboarding questionnaires and paperwork, including talking it through by phone or video where a form doesn’t work for them

Arranging alternative formats, interpreters and reasonable adjustments, and recording them so every member of the team knows

Helping families get set up on, and find their way around, our Healios Connect resource library, including logins and digital access

Responding to questions from families and young people by email, telephone and message – clearly, warmly and promptly

Recognising when something a family says may signal a safety or safeguarding concern, and passing it to the duty or Care Navigator clinician straight away, following Healios safeguarding procedures. You won’t make clinical decisions, but you will know how and when to escalate

Records, information and quality

Keeping accurate, timely records in our clinical record system, and checking the record before asking a family for information we already hold

Liaising with Sirona, schools and other professionals to gather referral and background information, within data-sharing agreements and information governance rules

Supporting monthly operational reporting, such as appointment capacity, questionnaire completion and family feedback

General administration and coordination duties that support the Sirona pathway, clinical and operations teams

Sharing what you hear from families, so we can keep improving the pathway

What you need to have

If you feel you could be a good fit for the role but do not meet all of the criteria, please do make an application and we will be happy to consider your application.

Administrative and organisational experience, ideally in a healthcare, education or customer-facing setting

Good time management, and the ability to switch between tasks without losing track of the detail

Experience of resolving queries and concerns, and troubleshooting problems

Experience using MS Word, Excel, Outlook and/or Google Docs, Sheets, Calendar, and confidence learning new systems

Clear, warm and professional communication, particularly by email and telephone, and the flexibility to adapt how you communicate to the person in front of you

An understanding of, or genuine interest in, neurodiversity and neuro-affirmative practice, and a willingness to keep learning

Keeping families and young people at the heart of everything you do

Good judgement about when to ask for help, and the confidence to escalate concerns promptly

An understanding of confidentiality and data protection when handling sensitive personal information

A professional home working environment with a minimum WIFI connection of 2 Mbps up and download speed

Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere

A commitment to ethical practice and adherence to the highest standards of safeguarding of adults and children

It would be great if you also have

Experience in NHS, children’s, SEND or neurodevelopmental services

Experience using a clinical record or case manage