Clinical Delivery Coordinator

North West Ambulance Service NHS Trust; Manchester; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Pension scheme

Up to 33 days annual leave

Training and development opportunities

NHS discounts

Car Lease Scheme

Cycle to Work Scheme

NHS Mortgages

Childcare Vouchers

Job summary

North West Ambulance Service NHS Trust in Manchester is looking for a Contact Centre Adviser to handle inbound calls from operational crews and direct them to the right services.

You will work closely with Paramedics, Nurses and other clinical staff, providing information and arranging transport as needed. The role requires excellent communication, multitasking, and strict adherence to confidentiality within a 24/7 operation.

Qualifications

• Good standard of education including English GCSE is required.
• Previous Call Centre experience is desirable.
• Excellent communication and relationship skills are essential.
• Ability to work to strict deadlines with accuracy is required.

Responsibilities

• Manage inbound calls from operational crews and direct to appropriate services.
• Coordinate with clinical staff including Paramedics and Nurses.
• Provide information on alternative pathways to ensure appropriate care.
• Arrange transport for patients using contracted taxi companies where needed.

Skills

Excellent communication skills

Ability to multitask

Confidentiality awareness

Work under pressure

Customer service experience

Education

English GCSE or equivalent

Tools

MS Office

Keyboard skills

Job description

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can provide the right care, at the right time, in the right place, every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.

Job overview

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.

Working for our organisation

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.

Detailed job description and main 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.

Person specification

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
• 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

Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

A valid right to work and identity check

Reference checks -Thiswill cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.

Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1 st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.