UCCH Coordinator

CLEO Systems 24 Ltd; Norwich; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

NHS Pension Scheme

33 days annual leave

Wellbeing support

Employee Assistance Programme

Occupational health services

Professional development opportunities

Reward and discount schemes

Blue Light Card

Job summary

Integrated Care 24 (IC24) is seeking an UCCH Coordinator to help coordinate timely community-based care for patients with urgent healthcare needs. You will support multidisciplinary teams, process referrals from healthcare professionals, and help ensure smooth urgent care pathways while avoiding unnecessary hospital admissions.

The role suits individuals who are highly organized, able to prioritise tasks, and able to communicate confidently with a wide range of stakeholders.

Qualifications

• This role requires experience in NHS, IUC or healthcare settings.
• Strong organizational and prioritization abilities are essential.
• Calm under pressure with adaptability to changing situations.
• Effective communication with a wide range of stakeholders.

Responsibilities

• Coordinating urgent care services: receive and process referrals from healthcare pros, directing patients to appropriate community care.
• Support multidisciplinary teams with timely responses to UCCH referrals and patient needs.
• Monitor service demand and help manage fluctuating workloads to maintain performance.
• Build relationships with healthcare professionals and partner organisations to share clear information.
• Maintain accurate records on operational systems in line with data standards.
• Contribute to quality improvements and implement new ways of working for better outcomes.
• Promote safeguarding and ensure patient wellbeing and safety at all times.
• Provide flexible team support, including training coverage and contingency planning.

Skills

NHS experience

Multidisciplinary coordination

Patient-focused care

Tools

Healthcare systems

Electronic patient records

Job description

Help patients access the right care, at the right time, closer to home.Every day, patients across our communities need urgent support that doesn't always require a trip to hospital. As a UCCH Coordinator, you'll be at the centre of making that happen.Working within our Unscheduled Care Coordination Hub (UCCH), you'll help coordinate timely community-based care for patients with immediate healthcare needs, supporting them to receive the most appropriate treatment while helping avoid unnecessary hospital admissions.This is a varied and fast-paced role where no two days are the same. One moment you could be coordinating referrals from healthcare professionals, the next supporting multidisciplinary teams to arrange a rapid response for a vulnerable patient or ensuring urgent care pathways are running smoothly during periods of high demand.Working alongside operational colleagues, healthcare professionals, ambulance services and community partners, you'll play a vital role in delivering safe, efficient and patient-focused urgent care services that make a real difference every day.

What you’ll be doing

• Coordinating urgent care servicesReceive and process requests for assistance from healthcare professionals and other service partners, ensuring patients are directed to the most appropriate community-based care.
• Supporting multidisciplinary teamsProvide coordination and administrative support to multidisciplinary teams, helping deliver timely responses to UCCH referrals and patient needs.
• Managing service demandMonitor service queues and support the management of fluctuating workloads to help maintain service performance and patient access.
• Communicating with stakeholdersBuild effective relationships with healthcare professionals, operational colleagues and partner organisations, ensuring clear and accurate information sharing.
• Maintaining accurate recordsRecord, update and manage information on operational systems, ensuring all patient and service information is accurate and compliant.
• Supporting quality and service improvementContribute to quality improvement initiatives and support the implementation of new ways of working that enhance patient outcomes and service delivery.
• Promoting safe careRecognise and elevate safeguarding concerns appropriately, supporting patients' rights, wellbeing and safety at all times.
• Working flexibly as part of a teamProvide support across the service when required, including assisting with colleague training, covering absences and contributing to contingency planning.

Who this role suits

This role is ideal for individuals who enjoy working in a busy healthcare environment, coordinating services, solving problems and making a positive difference to patient care.

You’ll thrive if you:

• Have previous experience working within the NHS, Integrated Urgent Care (IUC) or a healthcare setting.
• Are highly organised and able to prioritise competing tasks effectively.
• Remain calm under pressure and adapt quickly to changing situations.
• Communicate confidently with a wide range of people and build positive working relationships.
• Enjoy working collaboratively as part of a multidisciplinary team.
• Are comfortable using multiple systems and technology throughout your working day.
• Can balance attention to detail with the demands of a fast-paced service.
• Are committed to continuous learning and professional development.
• Can work flexibly across evenings, weekends and bank holidays as part of a rota-based service.

Why IC24?

Working in urgent care is demanding, but you'll never face those challenges alone.At IC24, you'll join an experienced multidisciplinary team committed to delivering outstanding patient care while supporting one another every day.As a leading not-for-profit social enterprise, everything we do is focused on improving patient care while creating an environment where our colleagues feel valued, supported and empowered to develop.

Let’s be honest about the role

This role isn’t for everyone.Our services operate in a dynamic environment where priorities can change quickly. You'll need to manage competing demands, communicate confidently with a range of healthcare professionals and make decisions that help keep services running effectively.Some conversations may involve distressed patients, urgent situations or complex coordination challenges. Success in this role requires resilience, adaptability, strong organisational skills and a commitment to excellent patient care.What can’t be taught is a proactive mindset, attention to detail and a genuine desire to support patients and colleagues alike.If that sounds like you, we’ll provide the training and support to help you succeed.

Who are we?

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to millions of patients across the UK.Every day, our people help patients access the care they need, when they need it most.

What’s in it for you?

• Opportunity to join the NHS Pension Scheme33 days annual leave per annum pro rata
• Enhanced family leave policies
• Wellbeing support and Employee Assistance Programme
• Occupational health services
• Professional development opportunities
• Access to reward and discount schemes
• Blue Light Card eligibility
• The opportunity to do meaningful work that genuinely makes a difference to people's lives

Working pattern

As an urgent care service, flexibility is important. This role includes working across a rota that may include evenings, weekends, bank holidays and unsocial hours to meet service needs.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.