Clinical Delivery Coordinator

North West Ambulance Service NHS Trust; Manchester; On-site; GBP 21,000 - 32,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking an experienced contact centre adviser to manage inbound calls from operational crews and direct them to appropriate services. The role involves coordinating transport and providing pathway options to ensure patient care is efficient and timely.

You will work alongside Paramedics, Nurses, Pharmacists and Mental Health Nurses in a 24/7 environment. Strong communication, multitasking and confidentiality are essential requirements for success.

Qualifications

• Good standard of education with English GCSE required.
• Call Centre experience is required.

Responsibilities

• Answer inbound calls from operational crews and arrange transport using contracted taxi companies.
• Provide information on contact details for alternative pathways to avoid hospital admissions.
• Follow a rolling 24/7 rota to ensure optimal service coverage.

Skills

Excellent communication

Multitasking

Data/Confidentiality

Independent work

Query escalation

Microsoft Office

Keyboard skills

Appearance/dress code

Education

English GCSE

Tools

Microsoft Office

Job description

The successful applicant will be responsible for managing inbound telephone calls and ensuring the calls are directed to appropriate services. Working closely with our team of clinical staff including Paramedics, registered Nurses, Pharmacists and Mental Health Nurses.

Applicants must have excellent communication skills and the ability to multitask between a range of activities. Contact Centre experience is required, and full training will be provided to fulfil the role. The team operates on a 24hr basis 365 days a year, any successful candidate would be expected to follow a rolling rota to maintain optimal cover.

Main duties of the job

The post holder will answer inbound calls from operational crews who may request advice from a Senior Clinician. You will be responsible for arranging alternative transport for patients using contracted taxi companies.

You will provide information for operational crews regarding contact details for alternative pathways to provide more suitable care for the patient to avoid hospital admissions.

About us

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life‑saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non‑emergency patient transport services for those patients who require non‑emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non‑emergency medical help fast, and is available 24 hours a day, 365 days a year.

Job responsibilities

Visa sponsorship is not possible for this role for either candidates or existing employees. This role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holders should have no expectation of long‑term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the role question and for a suitable period to allow training and execution without requiring sponsorship.

Please ensure that you have read and understood the job description and person specification before applying.

Qualification and Knowledge

• Good standard of education of which English GCSE is required

Experience

• Previous Call Centre experience

Skills and Competencies

• Excellent communication and relationship skills
• Ability to work to strict deadlines with accuracy
• Knowledge of protection and understanding of confidentiality requirements
• Ability to work on own initiative with minimum supervision
• Is able to recognise queries outside of remit and escalte any concerns to appropriate persons
• Ability to seek guidance when required
• Computer literacy with competency using full Microsoft Office package and strong keyboard skills
• Ability to multi task, switching between a range of activities
• Is smart in appearance and is fully aware of and adheres to the dress code policy

Values and Behaviours

• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
• Being at our best - professional and adaptable and takes pride in work
• Making a difference - act with compassion, kindness and integrity towards everyone

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.