MDT Coordinator - SPoA | East London NHS Foundation Trust

East London NHS Foundation Trust; Dunstable; On-site; GBP 20,000 - 30,000; Full time

Job summary

A healthcare provider in Bedfordshire is seeking an MDT Coordinator for their Single Point of Access service. You will be the first point of contact for patients, ensuring quality service delivery by prioritising calls and managing urgent care needs. Successful candidates will possess strong customer service and critical thinking skills, demonstrating an ability to handle challenging conversations. This role offers a dynamic environment focused on improving patient care.

Qualifications

• Hardworking individual who enjoys a fast-paced environment.
• Ability to manage a diverse and challenging workload.

Responsibilities

• Prioritise patient calls using critical thinking skills.
• Address urgent care needs and take appropriate action.
• Support qualified staff with triaging callers.

Skills

Customer service

Critical thinking

Persuasive skills

Negotiation skills

Ability to handle distress

Job description

Overview

Shift Pattern: Variable

What were looking for:

Single Point of Access (SPoA) is the heart of Bedfordshire Community Health Services that is why we are looking to grow our team with people that are passionate about delivering excellent customer service. Does this sound like you? Great!

What will I be doing?

When you join us you will be the first point of contact for patients and health professionals who are calling to either refer of make contact with one of our Community Health Services.

Basic Purpose and Scope

We are actively seeking hardworking individuals who enjoy the fast paced environment of a call centre. We need energetic and fun-loving people who share our passion for helping people to become a part of the Bedfordshire Community Health Services.

You will be the first point of contact of anyone contacting Bedfordshire Community Health Services. As a MDT Coordinator - SPoA, you will prioritise patient calls and address urgent care needs using critical thinking skills and a clinical software programme.

Responsibilities

• To prioritise patient calls using critical thinking with a computer software support to ensure the provision of a quality driven service.
• To address the urgent care needs of callers and where necessary take action.
• Analyse information obtained from the caller and the relevant database and to support qualified with triaging the caller into the most appropriate service.
• To be confident and professional in taking control of calls and working under pressure dealing with distressed patients.
• Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate.
• To keep immediate and accurate records of all enquiries to the service.
• To adhere to, and maintain an up to date knowledge of national and local policies and procedures.
• To ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any training deemed necessary.
• To follow escalation policies and emergency procedures as necessary.
• To inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
• Utilising the appropriate resources ensures the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English.

What we are looking for

• Hardworking individuals who enjoy the fast-paced environment of a call centre.
• Energetic and fun-loving people who share our passion for helping others.
• Ability to remain focused on service delivery while managing a diverse and challenging workload.
• Willingness to provide support to callers who may be non-compliant with recommended outcomes, using persuasive and negotiating skills.

About the organisation and equal opportunities

Our mission is to make a positive difference to people\'s lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

ELFT is committed to equality of opportunity for all employees, job applicants and service users. We are committed to ensuring that no one will be discriminated against on the grounds of race, colour, creed, ethnic or national origin, disability, religion, age, sex, sexual orientation or marital status. The Trust commits itself to promote equal opportunities and value diversity and will keep under review its policies, procedures and practices to ensure that all employees, users and providers of its services are treated according to their needs.

For management posts, to ensure that within their service area fair employment practice and equality of opportunity are delivered.

Application details

To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload. To ensure that every patient contact is conducted appropriately and signposting to an appropriate service. To provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile and or antagonistic, using persuasive and negotiating skills. To ensure correct referral onto appropriate community service.

This advert closes on Monday 8 Sep 2025