Part-Time Urgent Care Call Centre Coordinator

Primary Care 24; Liverpool; On-site; GBP 22,000 - 27,000; Part time

Benefits offered by this job

NHS pension

Car fleet & home electronics schemes

Cycle to work scheme

27 days annual leave pro rata

Blue light card eligibility

Colleague wellbeing package

Professional development

Job summary

Primary Care 24 is seeking Urgent Care Coordinators to join a busy Urgent Care Contact Centre in Liverpool. You will manage calls, patient flow and handovers, ensuring requests are handled promptly and safely.

The role requires excellent communication, IT competency, and prior call centre experience. The position offers pro rata salary, part-time weekend shifts, NHS pension, cycle to work and wellbeing benefits.

Qualifications

• Excellent communication skills both verbal and written.
• Computer literate and competent using IT systems.
• Previous call centre/telephone answering experience.
• Great customer service experience.
• Experience of working in a healthcare environment is desired.
• Time management and priority management experience.

Responsibilities

• Manage calls into the service following relevant procedures ensuring all calls are answered within set timeframes.
• Manage patient flow ensuring patients are seen in the correct capacity according to clinical need.
• Handle incidents, complaints, compliments and safeguarding and escalates where necessary.
• Ensure handovers are robust at the end of each shift, with any vital updates communicated.
• Have knowledge of all policies and procedures ensuring they are put into action on each shift.
• Liaise with drivers arranging home visits.
• Contact patients to arrange face to face appointments.
• Report any urgent cases and any clinical or operational issues to relevant operation teams and clinical teams.
• Log correctly and confidentially any information into clerical systems.

Skills

Excellent communication

Computer literacy

Call centre experience

Customer service

Healthcare environment experience (des

Time management

Job description

Primary Care 24 is seeking Urgent Care Coordinators to join a busy Urgent Care Contact Centre in Liverpool. You will manage calls, patient flow and handovers, ensuring requests are handled promptly and safely.

The role requires excellent communication, IT competency, and prior call centre experience. The position offers pro rata salary, part-time weekend shifts, NHS pension, cycle to work and wellbeing benefits.