MDT Coordinator - SPoA | East London NHS Foundation Trust

East London NHS Foundation Trust; Dunstable; On-site; GBP 23,000 - 30,000; Full time

Job summary

A regional healthcare provider in Dunstable is seeking an MDT Coordinator for their Single Point of Access. You'll serve as the initial contact for patients, utilising critical thinking to prioritise calls and address urgent needs. This role demands excellent customer service, emotional intelligence, and the ability to work under pressure within a dynamic call centre environment. Your contributions will support the quality of care provided to the community, ensuring all patients are directed to appropriate services.

Qualifications

• Energetic and fun-loving with a passion for helping people.
• Ability to handle high-pressure situations and distressed patients.
• Experience in a call centre environment preferred.

Responsibilities

• Prioritise patient calls using critical thinking.
• Address urgent care needs and provide quality-driven service.
• Record all enquiries accurately.

Skills

Critical thinking

Customer service

Communication

Emotional intelligence

Negotiation skills

Job description

Shift Pattern

Variable

What we’re looking for

Single Point of Access (SPoA) is the heart of Bedfordshire Community Health Services; we’re looking to grow our team with people passionate about delivering excellent customer service. If this sounds like you, great!

What you will be doing

When you join us you will be the first point of contact for patients and health professionals calling to refer or 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—energetic, fun‑loving, with a passion for helping people to become a part of Bedfordshire Community Health Services.

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

Responsibilities

• Prioritise patient calls using critical thinking with computer software support to ensure the provision of a quality‑driven service.
• Address urgent care needs of callers and take action where necessary.
• Analyse information obtained from the caller and relevant database, and support qualified staff with triaging the caller into the most appropriate service.
• Be confident and professional in taking control of calls, working under pressure and dealing with distressed patients.
• Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate.
• Keep immediate and accurate records of all enquiries to the service.
• Adhere to, and maintain an up‑to‑date knowledge of, national and local policies and procedures.
• 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.
• Follow escalation policies and emergency procedures as necessary.
• Inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
• Utilise the appropriate resources to ensure the service is accessible to all callers, including deaf/hearing‑impaired callers and callers who do not speak English.
• Remain focussed on service delivery while dealing with an unpredictable, diverse, and challenging workload.
• Ensure every patient contact is conducted appropriately and signpost to an appropriate service.
• Provide support to callers who may be non‑compliant with recommended outcomes, emotive, hostile or antagonistic, using persuasive and negotiating skills.
• Ensure correct referral onto appropriate community service.

Our Mission & Values

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 – 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.

Equal Opportunity & Inclusivity

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 reviewing 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 Deadline

This advert closes on Friday 12 Dec 2025.