NightHawk Allocation Coordinator (Evenings)

Medica Group; Hastings; Hybrid; GBP 21,000; Part time

Job summary

A leading healthcare telemedicine company in Hastings is looking for a NightHawk team member to provide excellent service and manage communications effectively between clients and reporters. This part-time role involves monitoring systems, data entry, and ensuring timely reporting. Ideal candidates will have strong customer service and administration skills, along with attention to detail. The company offers flexible working arrangements and a commitment to employee development, alongside various benefits such as access to an annual bonus and enhanced holiday allowance.

Benefits

Flexible and hybrid working

Commitment to learning and development

Access to Employee Assistance Programme

Annual bonus

Enhanced holiday allowance

Pension

Qualifications

• Experience in a fast-paced environment.
• High level of accuracy in data entry.
• Strong IT literacy.

Responsibilities

• Provide excellent customer service to stakeholders.
• Monitor notification systems to ensure reports within SLA.
• Communicate effectively with team members.
• Allocate exams efficiently to reporters.

Skills

Customer service experience

Strong communication skills

Strong administration skills

Attention to detail

Job description

Salary: 20274.27 p/a dependent on experience. Plus access to annual bonus.

Shift Pattern: 16:45 pm – 00:45 am. 8‑hour shifts; 4 on / 4 off. Remote with office presence in Hastings East Sussex every 8/9 weeks.

Job Role

This is an exciting time to join the UK's largest private healthcare telemedicine company based in Hastings East Sussex, expanding our NightHawk team due to organic growth. Serving as a conduit between clients and reporters, this logistical role is crucial to the delivery of Medica's Acute Service Lines.

Key Responsibilities

• Deliver our NightHawk service, providing a best‑in‑class service to all key stakeholders, including clients, reporting radiologists and patients.
• Monitor notification systems and tools; act upon observations so exams are reported within SLA.
• Communicate professionally and effectively with radiographers, reporters and referrers.
• Work with the NightHawk Team Leader to develop and grow the services.
• Support the NightHawk Team Leader in safeguarding reporting resources.
• Work closely with the Workflow Team to resolve reporting workflow issues.
• Own shift‑specific tasks and assist team members when needed.
• Provide weekday and bank holiday cover to maintain the running of the services.
• Diffuse and, when required, escalated client complaints through appropriate channels.

The Role

• Allocate exams to reporters ensuring fair distribution and prioritise high‑priority patients.
• Monitor the Unmatched tab on the portal, match to incoming exams or create proxy tickets.
• Notify reporters when they are allocated a stroke, thrombolysis or major trauma patient.
• Identify and resolve duplicate communications.
• Liaise with the Team Leader on shift in the event of service failure.
• Be responsible for all urgent call‑backs.
• Ensure reporters have the resources needed to prevent scans from breaching deadlines.
• Monitor scans at risk of breach and take appropriate action to prevent breaches.
• Ensure all breach reasons are accurately recorded in communications.
• Monitor our system for expected work and follow up with further processes as required.

Who We Are

Medica is the UK's largest telemedicine provider, delivering services to over 50% of the NHS with specialist reporting worldwide. With over 240 head‑office staff and ongoing growth, this is a great time to get involved.

We welcome people from all groups in the community, maintain inclusive teams, and foster a diverse workforce.

We consider varying work patterns and flexible arrangements to support work‑life balance.

We celebrate difference and encourage everyone to be themselves at work. Join us today!

Essential Requirements

• Customer service experience.
• Strong written and verbal communication skills.
• Strong administration skills and IT literacy.
• Evidence of working in a fast‑paced environment.
• High level of accuracy and attention to detail.
• Data entry / clerical experience.
• Understanding and embrace the need for continual improvement.

Core Benefits

• Flexible and hybrid working.
• A company culture that promotes work–life balance.
• Commitment from employers to continued learning and development.
• Access to Employee Assistance Programme.
• Annual bonus.
• Enhanced holiday allowance and bank holidays.
• Group life assurance.
• Pension.
• Social events.
• Sick pay.
• Cycle to work scheme.
• Access to free and regular personal development & wellbeing events.

We are committed to fairness and equal opportunity. We request all applicants to complete a confidential equalities monitoring form. The data collected will help us identify recruitment trends and address concerns.

Employment Type: Part‑time.

Vacancy: 1.